Customer Service Representative

**+ Years of Excellence in Financial Advising

PROFESSIONAL SUMMARY

A proven business, risk, marketing, operations, and relationship management expert in retail and commercial banking with over 10 years of experience, adapting a customer-centric approach with a deep understanding of customer needs, business development, stakeholders’ engagement, and strategic planning while achieving set objectives and driving growth.

Great sales skills with a passion for meeting client needs

Strong interpersonal, and emotional intelligence to build rapport and leverage

Strong passion for self-development, understanding customers’ preferences and market dynamics

Proven customer service skills with excellent client management abilities

Strong ability to multi-task with attention to detail while creating value and achieving set-goals

Demonstrates highly developed communication and digital skills while committed to continuous learning to excel and exceed client expectations

Provided appropriate personal and commercial banking products and services to new and existing customers

Managed new and existing customer relationships with the aim of growing the share of customers’

wallets.

KEY ACHIEVEMENTS

Increased branch trade transactions from hitherto zero position to $1 million dollars per quarter

Opened an account for a top retail chain customer with a turnover of over $900,000.00 monthly

Managed various general ledgers and reconciliation of long outstanding anomalies arising from the deployment of new core-banking application/ software across the bank

Managed and supervised the establishment of two cash centers, grew customer base by 1000 in 3 months

Emerged among the top (Branches) 10 in ATM card issuance for 4 months in 2019 EDUCATION

Post Graduate Diploma, International Business Management

New Brunswick Community College, Saint John, NB, Canada (In view) 2024- 2025

Bachelor of Science, Economics (BSc.)

Imo State University, Owerri, Nigeria 2004

PROFESSIONAL QUALIFICATION & RECOGNITION

Associate Member, Institute of Chartered Economist of Nigeria

Certified Customer Representative, Retail Banking Academy

EMPLOYMENT EXPERIENCE

Customer Experience Manager, Ecobank Nigeria Limited, Nasarawa, Nigeria Jul 2019 – Jul 2024

Processed financial transactions and bill payments as per standardized operating procedures

Understood and determined customer needs and recommended solutions specific to those needs while exercising discretion in confidential matters

Responded and resolved customers' concerns using standard procedures and escalate where necessary

Setting appointments for clients with the appropriate officers that would provide solutions to their needs

Relationship Manager, Ecobank Nigeria Limited, Lafia, Nigeria Nov 2016-Jul 2019

Developed new business for the personal and commercial banking segments

Helped cross-sell the Bank's other products and services based on customer needs and goals

Increased the bank's deposit base through high sales and good customer service practices

Actively managed a portfolio of 400 customers

Maintained knowledge of the financial industry, economy, market conditions and competition

Provided advice to clients on some fixed income and managed funds

Performed prequalification assessment and analysis of financial condition and risk of financing loan

requests within the bank’s credit guideline, and current economic and industry trend

Client Service Officer, Ecobank Nigeria Limited, Lafia, Nigeria Mar 2012 – Nov 2016

Ensured customer satisfaction and prompt resolution of complaints and resolved 100% of customer complaints within the stipulated service level agreement (SLA).

Helped cross-sell the bank’s products and services (account opening, ATM cards, Mobile applications)

Documented and recorded all accounts opened in the Branch

Interfaced with customers and attended to inquiries on the bank’s products and services

Carried out the administration of customers’ mandates by following detailed client instructions

Transaction Officer, Oceanic Bank PLC, Lafia, Nigeria July 2010 - Mar 2012 •

Reconciled and monitored the bank transaction accounts- suspense and treasury.

Managed Money Market instruments such as treasury bills, banker's acceptances, deposits and commercial paper.

Ensured efficiency of funds transfer unit which guaranteed all transactions are done without errors and within the set Service Level Agreement (SLA).

Carried out daily processing and confirmation of all inward cheques to ensure daily returns rendition

Handled all NIBBS inter and intra-bank transfers

Ensured that all data captured in suspense and other accounts are reviewed and balanced within 24 hours.

Sales Officer, Oceanic Bank PLC, Lafia, Nigeria Dec 2008 – Jul 2010

Business development and advisory services

Helped cross-sell the Bank's other products and services; referred customers to appropriate staff as indicated

Increased the bank's deposit base through high sales and good customer service practices

Provided appropriate banking products and services to new and existing customers

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