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Customer Service Representative

Location:
Calgary, AB, Canada
Posted:
January 04, 2020

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Resume:

Highly committed, passionate, customer centric and purpose driven with over 10 years of experience in the banking industry.

Extremely organized and dynamic with an excellent communication skill, competence to work as part of a team or independently whilst demonstrating a high level of accuracy and confidentiality with rapt attention to details. Very proactive, Friendly, Willing to Assist, Efficient, Professional and also exhibits the prominent motivation and multi-tasking abilities required to meet demanding deadlines however, maintaining the highest of regulatory standards and striving towards excellence.

A Combination of a professional and confident attitude with an outstanding interpersonal, analytical and coordinating skill, can also build and maintain remarkable working relationships at all levels. Presently looking for a new and challenging role where I can develop and demonstrate my full potential.

PROFESSIONAL EXPERIENCE

Branch Service Manager ACCESS BANK PLC Feb 2012 – Dec 2019

(Access bank is presently Winner of the 2018 Global Banking & Finance Review – Best Investor Relations Bank Nigeria 2018)

Oversee the activities of the Branch operations unit.

Total Cash custody/Vault management

Oversee the implementation of the Bank’s policies, practices, and procedures to minimize Bank’s exposure to risk such as AML/CFT, Operational, Regulatory and compliance risk

Liaising with customers by engaging in sales/marketing activities and also identifying cross-selling opportunities be sold to customers based their needs.

Monitoring of ATM functionality daily and preparing of daily reconciliation of ATM/Branch General ledger

Organizing In-house Trainings for all Operations staff

Contributing to the overall Branch Net Profit by identifying opportunities to enhance the customer experience

Reporting immediately, any unusual/suspicious transaction or fraudulent activity and escalating to the appropriate compliance department for onward action.

Perform other duties as assigned by the Regional Head.

Team Lead Customer Service Officer ACCESS BANK PLC April 2010– Jan 2012

Maintains strong inter-departmental relationships with all relevant units for follow up on customers’ transaction processing to ensure promptness

Leads and drives a customer-centric culture in order to expand client relationships and leverage broader Bank relationships.

Ensures that all customers’ complaints and enquiries are handled in a timely, accurate and professional manner and escalated appropriately when necessary

Responsible for the overall quality service delivery of the customer service officers and ensuring service standards are strictly complied to.

Champions the growth in customer adoption of electronic and digital banking activities and self-service channels

Provide supervision and technical assistance to customer service team to attain departmental and organizational goals.

Customer service representative INTERCONTINENTAL BANK PLC Jun 2007 –March 2010

(Intercontinental bank is presently defunct but acquired by Access bank plc. in 2012.)

Handling of customers complaints and enquires

Maintenance of customers’ records accurately.

Respond to routine enquiries like balance enquiries, deposit confirmation and cheque confirmation within stipulated timelines

Maintain communication with customers via emails, phone calls, mails, etc

EDUCATION & PROFESSIONAL DEVELOPMENT

Master’s in Business Administration, Obafemi Awolowo University. Nov 2013 – Dec 2015

B.sc Management, Abia State University. Sep 2000- Dec 2004

Student Member, Nigerian Institute of Management (NIM). Feb 2005 – March 2006

IFSE Institute: Canadian Investment Funds Course. Dec 2019-ongoing

Courses:

ANTI-MONEY LAUNDERING/COMBATING THE FINANCING OF TERRORISM. By DATA PRO (2008) (2011)

MARKETING FINANCIAL SERVICES AND RELATIONSHIP MANAGEMENT. By IMPACT Training and Management Consulting (2009).

CUSTOMER SERVICE EXCELLENCE. By Focus Management Consultant (2009)

AML/CFT /ETHICS TRAINING (2019)



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