MARTHA LOLOZA KASHA

Handle incoming calls and queries related to AVBOB's financial Services, ensuring quick and accurate responses.
Provide updates on loan applications, Disbursements and product features.
Guide customers through the online loan application process.
Advice clients on loan product,qualifying criteria and application requirements.
Resolve general queries and escalate complex issues when necessary.
Assist clients with request related to:
Settlement quotation
Loan restructures
Payment reversal
Refinancing options
Balance write-offs
Loan account status
Arrears or defaults
Available payment methods.
Accurately capture all customer interactions and log them in the system.
Send necessary documentation to verified clients emails.
Ensure all correspondence is tracked in accordance with AVBOB's internal procedures.
Liaise with internal teams ( Credit Operations) for resolution and updates.
Escalate unresolved or complex queries to relevant departments.
Follow up on escalated queries until fully resolved or appropriately handover.
Meet and exceed individual and team targets for call handling time, customer satisfaction and resolution
rates.
Participate in coaching, feedback and training sessions to improve service delivery.
Consistently deliver professional client focused services across all touch points.

Processing systems : Compass, Blueprint, Mainframe, Mindkey, Horizon, Key tax, Sales factory.
Assist clients in understanding the Two-Pot system, including the implications of withdrawals from the
savings pot.
Responding to inquiries via approved communication channels, ensuring clarity and accuracy.
Ensure all processed adhere to Treating Customers Fairly (TCF) principles.
Process withdrawals requested from the savings pot, ensuring all documents are complete and compliant.
Stay updated on regulatory changes affecting the Two-Pot system and adjust processes accordingly.
Maintain accurate records of clients interactions and transactions related to the Two-Pot system.

Liaise and interact with clients via approved communication channels in a positive manner and helpful
manner.
Resolve clients queries and escalate problematic queries to the correct level prompt and effective
resolution that enhances the client experience.
Conduct outbound calls in a professional manner, ensuring an excellent and accurate client service
enhancing organizational reputation.
Conducting financial need analysis and generating sales of Liberty products by matching clients' needs to
relevant Liberty products.
Executes activities to ensure customer service delivery that need or exceed customer expectations aligned
to Tr Customer Fairly (TCF) principles.

Organising and supervising office operations and procedures.
Managing office supplies and inventory.
Acting as a point of contact for internal and external stakeholders.
Handling correspondence ( emails, phone calls, mail).
Scheduling meetings and appointments.
Managing budgets, invoices, and payments.
Assisting with bookkeeping and accounting tasks.
Prepare financial documents and reports

Evaluating strong relationship with local banks and credit unions to facilitate loan, transactions and provide
additional financing.
Presented approved loans to clients, clearly explaining terms and conditions before finalizing process.
Guiding clients through the application process.
Obtaining information from loan applicants.
Reviewing and verifying applicants documents.
Reviewing loan agreements.

Maintaining transaction with customers using cash register.
Scanning goods and ensuring pricing is accurate.
Collecting payments whether in cash or credit.
Receiving and processing payments in cash, credit card, debit card and or other form of payments.
Assisting customers with problems in a polite and professional manner.
Keeping the checkout area tidy.

Followed opening and closing routines to keep the register area ready for each shift.

Kept pace with changing store priorities while maintaining friendly and professional service.