Customer Service Financial

OLUBUNMI A. AJAYI

** ***** ******* ******, ******* BUS STOP AKOKA, LAGOS * +234********** * ********@*****.***

www.linkedin.com/in/olubunmi-ajayi-808b05195

PROFESSIONAL PROFILE

An experienced operations manager and driven compliance Officer with a tract record of helping an organisation and its people prove fulfilment of its values, commitments and regulatory requirements.

PROFESSIONAL EXPERIENCE

ECOBANK NIGERIA LIMITED, LAGOS 2015-2017

Cluster Internal Control & Compliance Officer. Communicated and received feedback on the change initiative to reduce the Bank’s financial sanctions on KYC/CDD/AML/CFT and other regulatory laws with stakeholders. Monitored and supervised operators in the compliance to statutory requirements of the Organisation, the Central Bank of Nigeria (CBN), Nigerian Financial Intelligence Unit (NFIU), the Economic and Financial Crimes Commission (EFCC) and Nigeria deposit Insurance Corporation (NDIC), Corporate Affairs Commission (CAC) etc. by the year 2018. Made reports of compliance activities and regulatory Know-Your-Customer (KYC), Suspicious Transaction Reporting (STR), Suspicious Activity Report (SAR) and Customer Data Scrub activities available for reporting. Audited branches in the cluster to establish their level of conformity and established gaps that need to be filled. Served as the Point of contact to cluster members and External/Regulatory Institutions representatives on their audits of the Cluster. Monitored compliance with the Central Bank of Nigeria (CBN) stipulated “Guide to Charges by Banks Other Financial and Non-Financial Institutions” and sought corrections in line with the approved rates for both customers and the Bank. Assisted in the Establishing Root Causes of exceptions raised on external audits and assisting in the closing out of these exceptions. Liaising with marketing TEAM on the education of their customers on regulations as they evolve. Provided weekly and monthly reports on the Cluster’s customer data in contribution to the Bank’s data for regulatory compliance.

NOTABLE ACCOMPLISHEMENTS

Ensured zero financial losses due to regulatory infractions for the period of my stay.

Doubled stakeholder awareness of regulatory requirements on CDD and Financial Reporting.

Developed on-the-job and off-the-job cordial relationships with members of the regulatory bodies.

ECOBANK NIGERIA LIMITED, LAGOS 2013-2015

HEAD, REAL TIME GROSS SETTLEMENT. Trained and coached a TEAM of six entry level staff to better their skillset hereby reducing error levels by 80% and incurring zero loses for the bank on the RTGS platform. Initiated the “Same Page” program which ensured all staff knew what every other staff did on the job, hereby reducing the effects of lost man hours due to absent/vacationing staff. Liaised with other Banks and Financial Institutions in the routing of funds to beneficiaries. Ensured the optimal running of the RTGS Platform for inflows and outflows through communication with the CBN and Bank’s Technology departments. Recapped and followed up with staff on meeting customers’ requests 100%. Worked hand-in-hand with the Treasury department on the financial status of the Bank with the CBN through the timely reconciliation of the bank’s account. Rendered in timely manner the Risk department’s BOI-SME and Corporate Bank’s Syndicated loan repayments to other Banks.

NOTABLE ACCOMPLISHEMENTS

Ensured zero financial losses due processing errors for the period.

Re-engineered processes and cut Turnaround time by 50%

Carried every member of the TEAM along on all tasks and functions.

Created in the TEAM self-confidence and belief in Leadership.

ECOBANK NIGERIA LIMITED, LAGOS 2011-2012

DEPUTY HEAD, BA/CP & LOANS DESK. Reviewed desk manual, internal accounts and proofs and expunged process duplicating steps/aged items as required. Planned work rounds for the proper capturing of investments and Loans on Core Business Application to meet turnaround time. Liaised with staff of Treasury, Financial Institutions, Corporate Banking and Credit Factory departments on guaranteeing 100% quality on customers’ transaction processing. Supervised the smooth running of the unit. Worked with insurance companies on mitigating the credit risk on loans.

NOTABLE ACCOMPLISHEMENTS

Ensured zero financial losses due to processing errors for the period.

Reduced the disbursement time of loans to 10 mins from 1 hour.

Made proofs of all accounts available to all users daily and weekly as required.

Made payments of insurance premiums on loans before first rental was due.

ECOBANK NIGERIA LIMITED, LAGOS 2007-2010

TEAM LEAD, INWARDS CLEARING PRODUCTS. Represented the Bank in clearing activities in a timelyCommunicated processing exceptions and errors to Account Managers and branches for corrections. Ensured data transmitted from Nigeria Inter Bank Settlement Systems tallies with the customers’ instructions as contained on the instruments. Led process improvement initiatives for faster processing and report rendering to stakeholders. Presented Inwards data at Monthly Business Review. Reported Other Banks’ infractions of the CBN Clearing House rules and resolved issues concerning those against us. Providing half-yearly feedback on team members’ performances.

NOTABLE ACCOMPLISHEMENTS

Managed loses due to error to 5% from 20%

Reduced processing time of instruments by 2 hours.

Provided objective feedback to TEAM members.

ECOBANK NIGERIA LIMITED, LAGOS 2004-2006

CUSTOMER SERVICE OFFICER. Arranged and maintained the customer service area to conform to the total requirements of temperature, lighting and feel of ambience which fosters good communication between customers and staff as dictated by the banks operating standards. Administered customer profile questionnaire to rate and score customers on chosen products for account opening. Received feedback via questionnaires and complaint register on products and services from all customers. Ensured the confidentiality of all customer records and documents submitted for account opening. Despatched customer chequebooks and statement of accounts within stipulated timeline.

NOTABLE ACCOMPLISHEMENTS

Substituted the use of manual registers for Electronic Spreadsheets hereby communicating return instruments to stakeholders in near real time.

Reduced response time on clearing instrument enquiries by 1 hour for branches and Relationship Managers.

Received positive feedback and a commendation letter from both internal and external customers.

EIB INTERNATIONAL BANK PLC, LAGOS 2003-2004

CUSTOMER SERVICE OFFICER. Assisted customers with their transaction requests. Maintained the branch’s customer database, Check balanced the tellers for accuracy.

STANDARD TRUST BANK LIMITED, 2000-2002

BANK TELLER. Received and processed all customer cheques and deposits. Balanced vault and assisted cash officer with cash movements to regional vault and branches with deficits.

SKILLS

Good Communicator, Problem Solving. Coaching. TEAM working. Customer Dispute Resolution.

EDUCATION AND TRAINING

Masters in Managerial Psychology 2018-2020

University of Lagos, Akoka

Designated Compliance Professional 2017

COMPLIANCE INSTITUTE OF NIGERIA

Leadership and Management Development Program 2015

CENTRE FOR CREATIVE LEADERSHIP

International Certified Service Professional 2012

SERVQUAL INSTITUTE, USA

Certificate in Marketing Planning 2006

CHARTERED INSTITUTE OF MARKETING, UK

Bachelor of Science (Geography) 1995-1999

UNIVERSITY OF LAGOS, AKOKA

REFERENCES

Available On Request.

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