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Hilda Macharia

@hildamacharia

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Customer-focused banking professional with experience in branch operations, client servicing, and risk compliance.

Kenya

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What I'm looking for

I am seeking a customer-focused role in banking operations or client servicing where I can apply compliance, risk management, and relationship-building skills while growing into greater responsibility.

I am a banking professional with two years' experience in branch operations, business development, and client servicing at Rafiki Microfinance Bank. I specialize in customer onboarding, complaints resolution, teller operations, reconciliations, and adherence to KYC and banking regulations.

My role has included cross-selling financial products, processing transfers (RTGS, EFT, TT), training new service delivery staff, and acting as the branch Risk Champion to maintain outstanding risk assessment ratings. I have hands-on experience managing GL and client account adjustments, ensuring clean-note policy compliance, and improving operational efficiency.

I bring strong analytical abilities, attention to detail, and excellent interpersonal and communication skills, with proficiency in Google Workspace, Microsoft Office, and common communication and cloud file platforms. I am committed to delivering exceptional customer service and driving branch performance.

Experience

Work history, roles, and key accomplishments

Current

Officer – Service Delivery

Current

Rafiki Microfinance Bank

Nov 2022 - Present (3 years)

Deliver front-line branch services including customer onboarding, complaints resolution, teller operations, reconciliations and KYC compliance; cross-sell banking products and serve as branch Risk Champion to maintain outstanding risk assessment ratings.

Customer Service KYC Reconciliations Cash Handling Cross Selling Risk Management

Finance Intern

Ministry of Petroleum and Mining

Oct 2018 - Dec 2018 (2 months)

Collected and recorded payments (cash, cheque, EFT), maintained cash books and prepared periodic revenue reports to support the ministry's financial record-keeping and reporting.

Cash Handling EFT Processing Financial Reporting Record keeping Receipting Excel Attention To Detail

Education

Degrees, certifications, and relevant coursework

Jomo Kenyatta University of Agriculture and Technology

Bachelor of Science, Financial Engineering

2014 - 2018

Grade: Second Class - Lower Division

Completed a Bachelor of Science in Financial Engineering with a Second Class - Lower Division, focusing on financial analysis and engineering applications.