Customer Service Care

UDOKA OKOYE

** ****** *****, ******: 416-***-****

Scarborough ON, M1J 3E4 Email: *********.*****@*****.***

PROFILE

Performance-driven Business Development analyst with proven expertise in customer care/client services, debt recovery/collections, risk management, credit/loan management and asset management.

HIGHLIGHTS OF QUALIFICATIONS

7+ years experience in customer care/client services, debt recovery/collections, risk management, retail, business banking, commercicial banking and credit/loan management

Analytical thinker with an in-depth understanding of the delivery of exceptional customer experience, banking experience and administrative support

Strong oral, written communications skills and passionate about providing superior customer service and enjoys engaging in client-focused conversations

Strong organizational skills and ability to work successfully with minimal supervision in a fast paced, high volume environment

Ability to multitask and work closely in a team environment in order to meet individual and team driven benchmarks

Conscientious, accountable and detail oriented with demonstrated ability to be resourceful and proactive in approach to Partner Problem Resolution and overall position responsibilities

Ability to quickly learn new systems and applications

Sound knowledge of Finnacle system and Oracle ERP

Proficient use of Microsoft Office applications (MS Excel, MS Word and MS PowerPoint)

WORK EXPERIENCE

Business Development Officer Nov 2013 – Sept 2017

Heritage Bank – Key Responsibilities

Actively generated new business, maintained existing business portfolio, and reactivated dormant accounts

Introduced Bank’s products and campaigns to affluent customers while ensuring data confidentiality and privacy norms of the bank were adhered to

Analysed loan application information and documentation to assess the reliability of adjudicated, condition fulfilment and ensured they are in line with Bank and risk management policy while being effective and efficient.

Monitored customers’ accounts through monthly cash flows and compliance reviews, evaluated ongoing portfolio exposure, validated risk ratings, and maintained databases which reduced overdue accounts and risk exposures by over 6% approx. from Q2 to Q4 2016

Professional communication with customers across all media types (via phone, written and email communication and web materials)

Maintained professional contact with existing and potential clients to identify investment opportunities, build stronger relationships and enhance operational efficiency

Priority Service Officer Oct 2010 – Oct 2013

Standard Charterred Bank – Key Responsibilities

Identified and engaged both new and existing customers to create new business opportunities for high networt individuals (created new business $200K approx. in my first year)

Maintained engagement with clients by focusing on specific client experience and connect with them to make meaningful interaction and find the right solutions to their request.

Documented file review findings through a defined process and report any unusual occurrences or potential fraudulent activity during the review

Worked with the team and customer through their loan journey in a concise, clear and respective manner

Provided informative feedback with the goal of preventing discrepancies for future submissions.

EDUCATION

Master of Business Administration (MBA) – Lagos State University Jul 2013 – Nov 2015

BSc. Accounting Education – University of Benin Apr 2003 – Nov 2007

Master’s Degree and Bachelor of Science Degree qualifications duly assessed and recognized by World Education Services (WES) for Canadian equivalence

CERTIFICATIONS / TRAINING

Anti-Money Laundering/Combating Terrorist Financing Sept 2016

Customer Relationship Management Jun 2013

Microsoft Office Application Aug 2014

AWARDS & RECOGNITION

Awarded Best Performing New Business Executive Heritage Bank for the months of November & December 2015 for exceeding sales target to the tune of ($65,000)

Voted and awarded the best Bank’s product knowledge faclitator 2015

VOLUNTEER PRO-BONO

Secretary for the Christ the King Anglican Church, Surulere Branch between 2012 and 2015;

Provided pro-bono business advisory services for start-ups, developed business plans and supported the first round of strategic meetings

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