Kingsley Sarfo
Kumasi
Summary
A self motivated team leader with passion to deliver superior value to customers by harnessing team strength, technologies and business processes that make an organization operational efficient, profitable and sustainable.
Overview
10
10
years of professional experience
Work History
Customer Service Officer - Teller/Team Leader
Fidelity Bank Ghana Ltd
Kumasi
09.2016 - Current
- Daily coordination of teller activities at branch.
- Sold more than 5 digital products (prepaid cards, debit cards, mobile app, USSD, WhatsApp banking) daily.
- Ensured team members give customers excellent customer experience.
- Ensured all tellers are seated before 8:30am to start serving customers.
- Ensured all work devices that are used by team members are in good working conditions and reported any exceptions to supervisor or support team for assistance.
- Ensured branch daily morning mornings begin at 7:45am and closes at or before 8:15am.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Mentored and guided team members to foster proper completion of daily call over duties.
- Trained team members on (new) processes and procedures for handling customers over-the-counter transactions.
- Performed all duties in accordance with branch operations, policies, process and procedure and regulatory guidelines.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Developed and maintained courteous and effective working relationships.
- Maintained excellent attendance record, consistently arriving to work on time.
- Replenished and balanced branch ATM daily.
- Prepared and submitted ATM cash report before 10:00 am daily.
- Prepared branch monthly proof reports for review and submission before fifth working day of every month..
- Processed all branch petty cash requests.
- Scanned average of 30 outward clearing cheques daily.
- Assisted in handling customers returned cheques.
- Processed remittance and mobile money transactions daily.
- Performed relieving duties as branch operations supervisor.
- Regular review of teller vouchers and branch general ledgers.
Branch Operations Officer
Fidelity Bank Ghana Ltd
Kumasi
04.2015 - 08.2016
- Timely processed customers fixed deposit requests (fixing and liquidation).
- Prepared weekly and monthly branch proofs and submitted them to supervisor for review and submission before deadlines.
- Reviewed and reconciled branch suspense general ledgers daily.
- Processed over 50 cheques daily (both in-house and outward clearing cheques).
- Replenished and balanced branch ATM daily before 9:00 am,
- Prepared and submitted daily ATM cash report before 10:00 am without fail.
- Attended to all weekend/holiday ATM issues in timely manner ensuring more than 99% ATM uptime..
- Passed daily reconciliatory entries for ATM shortages and overages.
- Prepared daily cash templates for vault cash checking.
- Performed same day effective call overs without fail.
- Acted as branch vault and ATM keys custodian.
Portfolio Quality Officer
ProCredit Savings and Loans Ltd.
Kumasi
02.2013 - 03.2015
- Managed over 60 arrears customers
- Assessed over 40 customers repayment capacity (whether in arrears or written off loans) by re-analyzing loan status of current business, assets, activities of guarantors (replacement guarantors) for negotiated settlement/restructuring/refinance, etc.
- Restructured over 20 non performing loans.
- Followed up on agreed settlement and ensured customers honored their obligations.
- Provided regular updates on customers by tracking (new/existing) residential and business location of clients and guarantors
- Gave recommendations at our various arrears committee meetings that helped us in tracking our customers and collateral.
- Assisted in collateral (Vehicle) valuation by liaising with chief valuation officer at STC workshop/office.
- Raised penalty waiver memos for customers that had willingness but faced capacity challenges.
Education
No Degree - Banking And Finance
ProCredit Young Bankers Programme
ProCredit Training Center, Kokomlemle01.2013
Bachelor of Arts - Information Studies With Sociology
University of Ghana, Legon
Accra, Ghana05.2007
SSSCE - Business Accounting
Adventist Senior High School
Bantama, Kumasi07.2002
Skills
- High degree of team building and supervisory skills and ability
- Strong analytical and problem-solving skills
- Good organizational skills
- Good understanding of Key Performance Indicators (KPI)
- Good communication and interpersonal skills
- Ability to interpret financials and also prepare reports,
- Good understanding of mass market
- Excellent multicultural awareness skills
- Detailed working knowledge of branch processes and controls in all core banking activities,
- Detailed knowledge of banks products and services
- Good knowledge in digital technologies,
- Good negotiating skills
Hobbies
- Playing piano.
- Learning how to use new digital technologies/apps.
- Reading and writing. Monthly subscription to Harvard Business Review magazine,
REFEREES
Nana Yaw Ofosu Asante
Branch Sales and Service Manager
Ahodwo Branch, FBGL
+233201873341
Jeffrey Poku
Branch Manager
KNUST Branch, FBGL
+233208162323
Frank Kwadwo Badu
Branch Operations Coordinator
Ashanti Sector, FBGL
+233244623270
Samuel Owusu Mensah
Branch Operations Supervisor
Ahodwo Branch, FBGL
+233243114548
Timeline
Customer Service Officer - Teller/Team Leader
Fidelity Bank Ghana Ltd
09.2016 - Current
Branch Operations Officer
Fidelity Bank Ghana Ltd
04.2015 - 08.2016
Portfolio Quality Officer
ProCredit Savings and Loans Ltd.
02.2013 - 03.2015
No Degree - Banking And Finance
ProCredit Young Bankers Programme
Bachelor of Arts - Information Studies With Sociology
University of Ghana, Legon
SSSCE - Business Accounting
Adventist Senior High School