Winfred Mutui

Conducted quality audits across customer service, loan review, debt collections, tele-sales, and payment operations to ensure compliance and service consistency. Used SQL-driven analysis to identify performance gaps and delivered coaching, documentation, and cross-functional workflow improvements to raise quality and CSAT visibility.

Monitored suspicious account activity and AML anomalies, performing sanctions screening, PEP checks, and fraud investigations. Prepared Suspicious Transaction Reports and served as a central escalation point while producing fraud trend reports.

Supported customers across chat, email, social media, and call center channels, managing refunds, repayments, escalations, KYC reviews, and payment investigations. Resolved complex escalations while sharing customer insights with Product and Marketing to improve customer journeys.

Managed debt recovery portfolios and negotiated repayment plans while maintaining customer relationships. Focused on portfolio performance to meet monthly recovery targets.

Led a team of document remediation associates on daily project activities, overseeing scanning, indexing, and digitization of legacy customer records. Supported customer remediation and Chip & PIN migration initiatives while monitoring productivity, quality, and timelines.

Processed and verified customer KYC records and maintained customer data in line with KYC and regulatory requirements. Coordinated with regional banking teams and performed document checks and compliance reviews prior to system approvals.

Assessed customer financial profiles and creditworthiness, reviewing supporting documentation and retail loan applications. Conducted affordability and risk analysis and ensured compliance with internal policies and Central Bank requirements while collaborating with regional teams for timely approvals.

Managed recovery of credit card and loan portfolios, conducting outbound collections, repayment negotiations, and follow-ups. Performed field visits to support debt recovery and relationship management while ensuring compliance with internal collections policies.

Earned a Bachelor of Commerce (Finance) from the Catholic University of Eastern Africa.