Open to opportunities

Sheila Jumba

@sheilajumba

Message

Client services and recovery specialist delivering SLA-compliant resolutions in regulated finance.

Kenya

Message

What I'm looking for

I’m looking to lead client escalations and portfolio recovery in a regulated financial environment, meeting SLA targets, strengthening compliance (KYC/AML), and improving workflows through proactive, cross-functional collaboration in a globally distributed team.

I’m a client services professional with 7+ years of experience managing high-volume client portfolios, resolving escalations, and delivering results under strict SLA requirements in fast-paced, regulated financial environments. I serve as a trusted point of contact for complex service issues, payment disputes, and escalations—coordinating with legal, operations, and finance to reach swift, compliant resolutions.

I’m skilled at maintaining KYC / AML and data privacy compliance while protecting relationships across SME and premium segments. I thrive in autonomous, globally distributed work, using tools like Salesforce, SAP, and ERP systems to track performance, prepare portfolio reporting, and drive process improvements that improve client outcomes.

Experience

Work history, roles, and key accomplishments

Client Services & Recovery

Standard Chartered Bank

Aug 2025 - May 2026 (9 months)

Served as primary point of contact for a Sh. 2M+ portfolio, resolving payment disputes and escalations in compliance with agreed SLA windows. Improved client kept-promise rates by 10%, maintained 100% KYC/AML and data privacy compliance, and reduced financial risk exposure by 15% through structured follow-up and coordinated legal, operations, and compliance resolutions.

Client Escalation Management SLA KYC AML Compliance Portfolio Management Cross Functional Collaboration Data Privacy Compliance Reporting Process Improvement

Premium Client Services Officer

Absa Bank Kenya

Jan 2024 - Jul 2025 (1 year 6 months)

Managed daily service delivery and issue resolution for 75+ Prestige/Premier accounts and 200+ SME clients while maintaining SLA compliance and high customer satisfaction. Resolved 90% of issues on first contact, sustained 80% satisfaction and compliance, reduced average case-handling time by 15%, and achieved a 97% resolution rate across 200+ active cases through proactive communication and coord

Customer Relationship Management SLA Customer Satisfaction Cross Functional Collaboration Regulatory Compliance Portfolio Management Process Improvement

Client Relationship & Operations

Mogo Finance

Nov 2021 - Aug 2023 (1 year 9 months)

Managed client communications and issue resolution across a vehicle asset finance portfolio, coordinating with internal credit and operations teams on account management and closures. Built trusted client relationships using empathetic, solution-focused communication, tracked account status in ERP for accurate reporting, and supported improved voluntary compliance and repeat client engagement.

Client Communication Portfolio Management Account Management Cross functional Coordination Collections Support Problem Solving & Compliance

Client Onboarding & Support

Mogo Finance

Aug 2020 - Nov 2021 (1 year 3 months)

Handled end-to-end client onboarding for motorcycle asset finance, including KYC document handling, ERP data entry, product education, and post-disbursement support. Ensured accurate, clean KYC and fraud-prevention records with zero compliance incidents by guiding clients through complex compliance and product documentation.

Client Onboarding KYC Data Entry Fraud Prevention Product Education Regulatory Compliance

Loan & Client Services Officer

Fourth Generation Capital Limited

Aug 2018 - Dec 2019 (1 year 4 months)

Managed client relationships across the full loan lifecycle, including onboarding, disbursement coordination, billing follow-up, and ongoing account management while documenting activities in the Merlin system. Met service and collection targets, delivered daily management reports, and educated clients on payment processes to reduce early delinquency and improve long-term loyalty.

Disbursal Collections Support MERLIN System Client Onboarding Account Management Customer Education Reporting