Customer Service Representative

ABU ABANG

Houston, TX ***** 770-***-**** ***.*******@*****.***

PROFESSIONAL SUMMARY

I am an enthusiastic and highly motivated individual with a passion for ensuring compliance and providing excellent customer service. I have experience in customer service, banking, KYC, proven risk assessment capabilities in compliance processes, policies, procedures, regulations and implementation. I am proactive, a valued team player, a fast learner, with proven ability to manage and complete projects with attention to detail. My career objective is to become the go-to person for compliance review, implementation, and reporting, and to work in an environment that rewards performance, offers world-class training, and presents challenging and career development opportunities.

SKILLS:

Google suite, slack, teams, Excel, Word, PowerPoint, Excellent communication, Problem Solving and Analytics Skills, Google Search, Lexis Nexis

PROFESSIONAL HISTORY:

TTEC(Remote) November 2022 – to current

Customer Service Representative)

• Answer incoming calls from customers.

• Conduct research to provide answers for customers’ inquiry on bills, payments, and statements.

• Process order for new tags and new accts

• Resolve disputes with tolls or fees on customer’s accounts.

• Extract data from images and key into the data base Arise Platform(Remote) February 2022 – September 2022 Independent contractor (CSR)

• Answer incoming communications from customers.

• Conduct research to provide answers for customers inquiry on product availability or specification.

• Track customers’ orders

• Place new orders

• Resolve customer issues and complaints.

United Bank for Africa (Lagos Nigeria) January 2018 - June 2020 AML/KYC Due Diligence Analyst

Responsibilities:

• Collaborate with other KYC staff, front officers, compliance officers and staff in back office to ensure timely approvals.

• Verifies all aspects of client identification program (CIP) and necessary account opening documents.

• Identify and address items through day-to-day assignments to ensure the Bank's KYC and CIP standards have been met.

• Ensure ongoing due diligence efforts and KYC are maintained while identifying substantive changes to customer profiles.

• Retain strong records of all information relied upon to complete customer CDD/EDD reviews.

• Support global compliance team and the Risk management framework.

• Escalate potentially suspicious activity for case investigation.

• Assist with the Onboarding of new customers and periodic review of existing customers. ABU ABANG

Houston, TX 77407 770-***-**** ***.*******@*****.*** DIAMOND BANK PLC (Lagos, Nigeria) September 2015 – December 2017 Team Lead Personal Banking Officer

Responsibilities:

• Co-ordination of personal banking unit

• Account Opening

• Enroll customers on the BVN platform.

• Deposit Mobilization and income generation.

• Assist the bank’s sales representatives to acquire any information required.

• Resolution of customers’ complaints.

• Other personal banking functions and as assigned by the business manager. DIAMOND BANK PLC (Lagos, Nigeria) December 2014 - August 2015 Personal Banking Officer

Responsibilities:

• Answer customer inquiries and requests on the phone in a courteous, friendly, and professional manner.

• Account Opening, upload of Account opening documents and reviewing for completeness.

• Reactivation of dormant accounts after conducting due diligence.

• Process debit/credit card requests, cheque book requests and release in line with the bank's policy.

• Process and send out other bank references.

• Handling of caution notices and returned cheques in line with the bank' s policy and procedure.

• Process and forward customers' e-channel requests in line with the bank's policy

• Process and send Corporate Search request and filing same on return in line with the bank's policy.

• Other functions as assigned by the customer service manager or the Branch manager. Leadway Assurance Company September 2013 – Sept 2014 Customer Service Representative

Responsibilities:

• Managed 389 Retirement Savings Accounts (RSAs) and oversaw the welfare of those stakeholders on a week-in- week-out basis.

• Coordinated the remittances pension holders by their employers to their individual accounts daily, which helped in reducing the unclaimed remittances list.

• Defined requirements management plan by interviewing and collaborating with the stakeholders of various projects to ensure current capabilities, business needs and requirements were fully understood.

• Scheduled brainstorming sessions, requirements workshops, focus groups and distributed survey/ questionnaires, as required, to elicit requirements from pension account holders (stakeholders)

• Provided technical support to customers regarding their home and mobile phones.

• Responded to walk-in customers and resolved their challenges swiftly, with empathy and with professionalism.

• Communicated with customers through telephone and email.

• Maintained a positive customer service environment for customers and fostered relationships with them.

• Exercised empathy, patience, and objectivity.

EDUCATION AND CERTIFICATIONS:

University of the People (MBA) in progress

Babcock University (Nigeria) (BSc. Accounting) June 2013

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