Micro Finance Customer Service

Alali Juliet (ACCA) Adetola street, Aguda, Lagos, Nigeria

+234 812-***-****

**********@*****.***

Detail-Oriented Banking and Accounting enthusiast with over 8 years of experience in developing clients’ relationships and referral networks. Results oriented with emphasis on leadership, branch management, customer service management, relationship management, revenue generation, and strategic planning. Highly competent in successfully cultivating new relationships and retaining the old. Adept at counseling and motivating; recognized for exceptional ability to demonstrate leadership in complex operational environments. Able to establish clear vision of work goals and guide others towards achieving said goals.

Profile Key Skills

Gender: Female

Nationality: Nigerian

Financial Analysis; Accounting; Assets, Liabilities and Expenses Management

Account Reconciliation; Account Receivable and Payable Functions

Negotiation, Communication, and Interpersonal skills; Confidence; Assertiveness

Security (static and community protection); Customer Service, Effective Leadership

Information Recording; Protocols and Procedures; Counselling and Mediation

Research, Analytical and Organizational Skills; Revenue Generation Career History

PARALLEX MICRO FINANCE BANK, LAGOS, NIGERIA

Customer Service Manager (Alausa Branch) January 2019 – July 2021

Provided support in vetting and reconciling bank statements and other accounting functions

Provided knowledge and expertise in banking to create new solutions, policies, and improvements

Maintained and exceeded company's established quality, compliance, and customer service standards

Ensured account is properly opened upon receipt of necessary documents required to open such account

Maintained Proper filing of account documents in well maintained and secured Cabinet

Drove sales and cross selling of bank’s products; encouraged customers to sign-up for Mobile app

Completed productivity reports, resolved customer complaints, reviewed, and approved account enrollment applications; assisted customers with difficulties gaining access to account information online

Built and managed solid client relationships, acted as a liaison with bank personnel to effectively resolve any client issues

Branch Head of Operations - Acting (Dopemu/Olowu Branch) June 2018 – December 2018

Reviewed Branch expenses and analyzed data to make decisions on the company’s financial health

Accounted for day-to-day operations, and risk management of banking center

Maintained and monitored branch vault cash, petty cash and performed monthly audits in accordance with banking regulations; supervised cash holding to ensure that the vault limits are not exceeded

Oversaw branch activities; avoided cases of cash pilferage, and ensured each teller is balanced on a daily basis

Handled complex customer transactions, problems, and inquiries

Coached staff on company procedures, policies, expectations, and initiated corrective actions

Proactively sought and followed up on sales opportunities and prospects, including new business

Increased profits by establishing new accounts within the community while servicing established customer base

Fund Transfer Officer (Isolo Branch) February 2018 – May 2018

Oversaw tracking, recording, reporting, and storing of information related to transactions, bank supplies, and customers, ensuring all information is accurate and complete

Led the verification of deposit slips details and ensured that they are neither post-dated, stale, nor special crossing of another bank, torn or mutilated, with incomplete details

Managed the maintenance of clearing cheques register, returned cheques register and standing order register Massachusetts Institute of Technology (MIT)

Maintained all bank financial and security regulations and procedures

Provided operational efficiency within the branch in line with banking and statutory requirements Customer Service Representative (Dopemu Branch) May 2016 – January 2018

Cross sold bank’s products and dove traction on mobile application by encouraging clients to sign-up

Responded to basic inquiries regarding procedures, policies and bank programs, balance, check verification, deposits, stop payments and lost and stolen services

Managed processes in relation to account opening and adequate documentation, vetting of cheques, and forwarding references to other banks within stipulated timeline

Created strategies to strengthen client retention and expand wealth management portfolio Cash Officer (Isolo Branch) March 2015 – April 2016

Provided service support needs for tellers; ensured the teller cubicles are always manned and functional

Provided support during account audits and managed preparation and rendition of reports to internal and external parties as required from time to time

Oversaw payments and receipt of cash, and ensuring cash availability

Maintained Customer Satisfaction by ensuring Service Excellence in Cash Area

Led the maintenance of cash and carried out other responsibilities as may be required time to time by the competent authority; stayed alert to detect fraudulent transection, fake notes, and money laundering Paying Teller (Isolo Branch) June 2014 – February 2015

Maintained the Till Box and ensured it is adequately locked and kept in the vault after day’s transactions

Drove compliance to banking policies, ensuring signatures and stamps are on documents as required

Examined checks for endorsements and verified other information such as dates, bank names, identification of the persons receiving payments and the legality of the documents Receiving Teller (Oregun Branch) June 2013 – May 2014

Received checks and cash for deposit, verified amounts, and checked accuracy of deposit slips

Oversaw cash handling, and physically checked the correctness of the amount

Confirmed genuineness of the currencies under mercury light and sorted mutilated notes

Analyzed denomination of currency paid on the pay-in slip to facilitate reconciliation in the event of a difference after the day’s work

Ensured the Vault in and out booklets are duly signed whenever there is cash movement

Provided computational accuracy and avoided overage and shortages in till balances Education

University of Lagos, Lagos, Nigeria BSc - Public Administration 2017 University of Benin, Edo, Nigeria Diploma- Public Administration 2012 National Secondary School, Azumini, Abia, Nigeria WAEC 2005 Certification and Complementary Education

Association of Chartered Certified Accountants (ACCA) Professional Level, March 2022

Customer Service Management (Leading through service) Parallex Micro Finance Bank

Basic Banking Operations

Parallex Micro Finance Bank

Avocation

Counseling and motivating people

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