Customer Service Officer

IJAH, Mary Uzorchukwu

*, ***** ******* ******, ******, Ikorodu, Lagos, Nigeria +234 706-***-**** **********@*****.***

Career Summary

Experienced banking officer with an impeccable proficiency in customer service management, teller operations, and funds transfer.

Successfully influenced branch revenue growth, and forestalled financial and legal risks with the total quality management of operations as Head, Teller at First City Monument Bank (FCMB).

Actively served a minimum of 100 bank customers daily, while asserting top-notch customer experience across the board with confident team and management liaisons for improved knowledge management.

Increased branch customer base to an estimated 10% as Head, Teller by implementing a cohesive and comprehensive intradepartmental liaison to expedite cash transactions and slash turnaround time.

Adept at producing multifunctional reports on bank operations, leveraging in-depth insight and loyal experience.

Proficiencies

Customer Service & Experience Banking Operations Teller Operations Financial Marketing Business Development Customer Value Management Ledger and balance sheet competency Financial modelling

Work Experience

Customer Service Officer Support First City Monument Bank (FCMB), Lagos Dec. 2021 – April 2022

Consistently identified and converted bank service opportunities to maximize customer relationships, and improvised engagements strategically for business development.

Prepared key internal and external documentation and ensured the maintenance of associated customer records.

Actively forestalled fraud risk and unsavory customer experience, and reinforced the revenue drive, by asserting ownership and accountability as a team player.

Onboarded and mentored customer-facing interns for optimum performance.

Proactively identified and converted bank service opportunities to maximize customer relationships, and initiated strategic ad hoc meetings for business development.

Built and managed an impactful portfolio of corporate banking clients, whilst demonstrating an in-depth understanding of clients’ needs, and proffering strategic solutions to them.

Head, Teller First City Monument Bank (FCMB), Lagos Nov. 2020 – Dec. 2021

Led customers' experience management in the handling of 40+ customers' enquiries/queries daily while influencing repeat patronage, cross-selling and up-selling.

Supplemented customer contacts with daily cash inquiries which include accepting credit slips, sorting cheques, and ensuring a balance in all transactions at the end of the working period.

Asserted a rich knowledge of bank products and activities such as checking, savings, and money market accounts, mobile banking and other customer-oriented financial products.

Transformed Bank customer base from 2- 10%, applying excellent customer relationship management skills, across the board.

Infused top-notch professionalism in maintaining bank integrity and managing confidential information of clients, surging customer trust ratio decisively.

Demonstrated a proficient grasp of financial operations, and spearheaded frontline operations for cash collection and disbursement, to over 200 customers daily.

Coordinated the clerical, bookkeeping, and administrative cash preparation of daily sales reports supporting receipts and financial records for 300+ customers daily.

Funds Transfer Officer First City Monument Bank (FCMB), Lagos Sept. 2013 – Oct. 2020.

Authorized local transfers, following an expert review of the same in compliance with audit and internal control measures.

Promptly reviewed and authorized salary schedules for corporate customers,

Managed term deposit booking and produced bi-monthly reports and transaction volumes on over 20 peculiar transfer and payment services offered to the bank’s customers.

Mitigated fraud and audit risks with the efficient and timeous tracking, recording, reporting, and storing of transaction-related information, and asserting accuracy and intelligent closure per transaction.

Maintained and balanced cash drawers and reconciled discrepancies.

Handled currency, transactions, and confidential information in a responsible manner.

Tracked bank information and generated reports electronically.

Adhered strictly to all bank financial and security regulations and procedures, thereby entrenching core business values, ethics and governance stipulations in all business interactions.

Ensured customers' transactions are processed within approved service turnaround time, and processed Western Union and MoneyGram payments, promptly.

Other Work Experiences

Teller First City Monument Bank (FCMB) April 2011 – Aug. 2013

Intern First City Monument Bank (FCMB) March 2009 – March 2010

Education

HND Business Administration Yaba College of Technology, Lagos Nigeria 2017

OND Business Studies Lagos State Polytechnic 2009

Diploma in Computer Training Praise Foundation Institute, Lagos 2004

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