Open to opportunities

Claire Ngina

@clairengina

Message

Operations and cards specialist focused on payments, reconciliation, dispute resolution, and customer experience.

Kenya

Message

What I'm looking for

I seek a remote role in payments or customer service where I can apply payments operations, dispute resolution, process automation, and cross-team coordination to improve compliance and customer outcomes.

IDetail-oriented Operations expert in cards, financial settlement, and chargeback operations with over 9 years of experience spanning GL transaction processing, reconciliation, dispute resolution, transaction monitoring, regulatory compliance, risk mitigation, card fraud analysis, and customer experience. I combine a tech-driven, solutions-oriented mindset with hands-on process improvements—serving as an SME during a core banking migration that achieved over 90% go-live success and leading initiatives that improved contact accuracy to 99% and reduced card delivery time from three days to one.

I have led card issuing, settlement and dispute sub-units, automated Visa settlement workflows, reconciled long-aged vendor card stock accounts, and transitioned credit card revenue collection to daily flows to protect P&L. I seek a remote customer service or payments operations role where I can apply my expertise in ticket triage, stakeholder coordination, and process automation to drive compliance, operational efficiency, and excellent customer outcomes.

Experience

Work history, roles, and key accomplishments

Current

Cards and Payments Specialist

Current

National Bank of Kenya

Mar 2016 - Present (9 years 6 months)

● Process Optimization-led projects; cards ordering and customer contact data upload
●Act as team lead.
●Reconciliation to reflect actual account position.
● Project management; Visa settlement automation and Banking core banking migration as a subject matter expert.
● Resolved customer issues, performing RCA, collaborating with key stakeholders to enhance customer experience.

Card Issuing Chargebacks Reconciliations Core Banking Fraud Detection Process Automation Customer Experience Project Management Process Improvement Team Leadership Team Collaboration Vendor Relations Bank Reconciliation Bank Credit Administration

Public Data Administrative Assistant

Companionship of Works Association

Apr 2011 - Nov 2013 (2 years 7 months)

Coordinated remote teams and vendors to process financial documents and logistics, processed 200+ supplier invoices monthly and supported payroll for 80+ staff with zero payroll errors, ensuring timely delivery of training events.

Invoice Processing Payroll Bank Reconciliation Financial Reporting Budgeting Data Verification