Banking Compliance,Teller & Customer Service

BENITA GLADYS JESUWUNMI

OND (Accounting) B.Sc. (International Relations)

Senior Banking Operations Professional Internal Controls & Compliance Customer Experience Specialist

081******** **************@*****.*** 72, Anuoluwapo Street, Whitehouse Ajasa Command, Lagos

PROFESSIONAL SUMMARY

High-performing banking operations professional with over 9 years of progressive experience across customer service, teller operations, internal controls, contact centre management, and IT support within Nigeria’s leading financial institutions including United Bank for Africa (UBA), Ecobank, and Skye Bank (now Polaris Bank). Recognized for consistently exceeding performance targets, maintaining zero-error transaction records, and achieving top-quartile customer satisfaction ratings.

Experienced in transaction authorization verification, financial reconciliation, regulatory compliance monitoring, and internal audit support. Skilled in identifying irregularities, enforcing control procedures, and ensuring adherence to CBN regulations, AML/CFT directives, and organizational policies. Proficient in Microsoft Office Suite with advanced Excel capabilities for reporting and financial analysis.

A natural communicator with demonstrated ability to manage high-pressure environments, build lasting client relationships, and mentor junior team members. Actively seeking a challenging role where banking expertise, internal control competencies, and customer-centric approach can drive measurable business outcomes and contribute to organizational growth.

CORE COMPETENCIES

Customer Relationship Management (CRM)

Banking Operations & Cash Management

Internal Controls & Transaction Authorization

Financial Reconciliation & Verification

Regulatory, AML/CFT & KYC Compliance

Suspicious Activity Monitoring & Reporting

Internal Audit Support & Process Review

Enterprise Resource Planning (ERP)

Conflict Resolution & Escalation Handling

Cross-Selling & Revenue Generation

Team Collaboration, Mentoring & Leadership

Time Management & Multitasking Under Pressure

TECHNICAL SKILLS

Microsoft Office Suite: Excel (Pivot Tables, VLOOKUP, Conditional Formatting, Data Validation) Word PowerPoint Outlook

Banking & Financial Systems: Core Banking Applications (Finacle, Flexcube) Transaction Processing & Settlement Platforms CRM & Customer Ticketing Systems Western Union & International Remittance Platforms

Customer Care & Communication: Omnichannel Support (Phone, Email, In-Person) Complaint Management & Resolution Telemarketing & Outbound Campaigns Customer Retention Strategies

Other Software & Tools: Google Workspace (Sheets, Docs, Slides) Video Conferencing (Zoom, Teams, Google Meet) Internet & Mobile Banking Platforms

PROFESSIONAL EXPERIENCE

Customer Service Officer (CSO)

United Bank for Africa (UBA), Lagos State February 2025 – Present

Frontline customer service officer responsible for managing walk-in and digital customer interactions, complaint resolution, product advisory, transaction control verification, and ensuring compliance with UBA’s service excellence and internal control standards.

KEY PERFORMANCE INDICATORS

95%

Customer Satisfaction (CSAT) Score

80+

Weekly Complaints Resolved

30%

Reduction in Escalation Rate

<24hrs

Average Resolution Time

15%

Increase in Product Cross-Sell

100%

Transaction Authorization Compliance

Key Responsibilities & Achievements:

Handle and resolve an average of 80+ customer complaints and inquiries weekly, ensuring prompt resolution within established Service Level Agreements (SLAs) and minimizing escalation rates by 30%.

Conduct proactive follow-up calls and email outreach to 50+ customers weekly, verifying satisfaction with services rendered and identifying opportunities for additional product recommendations.

Navigate and operate core banking systems to retrieve, verify, and update customer account information with 100% data accuracy and full compliance with data governance policies.

Verify that all customer transactions are properly authorized and approved by designated personnel before processing, flagging any unauthorized or irregular transaction attempts for management review.

Regularly reconcile customer account records, cross-checking transaction logs against system entries to ensure accuracy, completeness, and timely detection of discrepancies.

Continuously monitor transactions for suspicious activities, unusual patterns, or irregularities, and promptly report findings to the compliance unit and management in line with CBN regulatory requirements.

Ensure strict adherence to relevant banking laws, CBN regulations, AML/CFT directives, and internal policies governing customer onboarding, transaction limits, and documentation standards.

Support internal audit exercises by providing accurate transaction records, customer documentation, and compliance logs for review, contributing to the identification of control gaps and process improvement areas.

Identify customer needs through consultative engagement and cross-sell banking products (savings accounts, fixed deposits, loans, card products), contributing to a 15% increase in branch product uptake.

Prepare daily and weekly service performance reports using Microsoft Excel, tracking complaint trends, resolution times, and customer satisfaction scores for branch management review.

Transaction Officer (Teller)

United Bank for Africa (UBA), Lagos State December 2019 – January 2025

High-volume transaction processing officer handling cash deposits, withdrawals, cheque clearing, international remittances, tax payments, and salary disbursements. Performed daily control functions including transaction verification, cash reconciliation, fraud detection, and regulatory compliance monitoring across all teller operations.

KEY PERFORMANCE INDICATORS

200+

Daily Transactions Processed

99.98%

Transaction Accuracy Rate

50M+

Average Daily Volume Handled

0

Cash Variance Over 5 Years

12+

Fraud Attempts Prevented

100%

AML/KYC Compliance Rate

Key Responsibilities & Achievements:

Processed an average of 200+ cash transactions daily (deposits, withdrawals, and currency exchanges) with a sustained accuracy rate of 99.98%, handling cumulative daily volumes exceeding 50 million.

Ensured every transaction was properly authorized and approved by the designated supervisor or control officer before final processing, maintaining a zero-tolerance policy for unauthorized transactions.

Performed end-of-day reconciliation of all transactions, verifying cash drawer balances against system-generated reports to ensure accuracy, completeness, and zero-variance results across 1,200+ working days.

Continuously monitored transaction patterns for suspicious activities, unusual cash movements, and structuring attempts, filing Suspicious Transaction Reports (STRs) and Currency Transaction Reports (CTRs) as required.

Ensured strict compliance with Anti-Money Laundering (AML), Combating the Financing of Terrorism (CFT), Know Your Customer (KYC) regulations, and CBN cash transaction reporting thresholds.

Supported regular internal audit exercises by maintaining comprehensive transaction documentation, exception logs, and compliance records, contributing to improved audit ratings for the branch.

Verified and processed cheques for deposit and encashment, ensuring proper endorsement, clearing compliance, and adherence to CBN cheque standardisation guidelines.

Executed multi-state tax payments (PAYE, WHT, VAT) and processed bulk salary disbursements for 30+ corporate client accounts, ensuring error-free and timely execution.

Managed international remittance transactions via Western Union, processing an average of 40+ send/receive transactions weekly with full compliance to CBN foreign exchange regulations.

Maintained optimal cash supply and denomination mix in the teller drawer, consistently adhering to the bank’s vault limits, cash holding policies, and security protocols.

Identified and prevented 12+ potentially fraudulent transactions over tenure through vigilant adherence to security protocols and transaction monitoring procedures.

Mentored and trained 5 new tellers on cash handling procedures, core banking system navigation, control protocols, and regulatory compliance requirements.

Utilized Microsoft Excel to generate daily transaction summaries, cash position reports, reconciliation statements, and exception reports for branch management and audit review.

Contact Centre Consultant

Ecobank Nigeria PLC, Lagos State March 2016 – 2018

Outbound and inbound contact centre consultant responsible for telemarketing Ecobank’s retail and digital banking products, providing multi-channel customer support, resolving card and account-related issues, monitoring transaction irregularities reported by customers, and executing loan recovery campaigns.

KEY PERFORMANCE INDICATORS

120%

Monthly Sales Target Achievement

100+

Daily Outbound Calls

98%

First-Call Resolution Rate

40%

Loan Recovery Collection Rate

50%

Reduction in Resolution Time

18%

Team Performance Improvement

Key Responsibilities & Achievements:

Executed outbound telemarketing campaigns targeting 100+ customers daily, promoting Ecobank products including savings accounts, mobile banking, Ecobank Mastercard, and Rapidtransfer, achieving 120% of monthly sales targets consistently.

Served as the primary liaison between customers and branch operations, resolving an average of 60+ service issues weekly through phone-based support and cross-functional coordination.

Monitored and escalated customer-reported transaction irregularities, unauthorized account access, and suspicious card activities to the fraud and compliance teams for immediate investigation and resolution.

Provided real-time support for card-related queries including balance inquiries, transaction disputes, card activation/deactivation, PIN resets, and lost/stolen card reporting across Mastercard and Visa platforms.

Managed complex account queries including balance confirmations, inter-account transfers, dormant account reactivation, and account closure requests, maintaining 98% first-call resolution rate.

Verified customer identity and account ownership through multi-factor authentication protocols before processing sensitive account changes, ensuring compliance with KYC and fraud prevention standards.

Resolved escalated card and account complaints by collaborating with the card services unit, branch operations, and e-banking teams, reducing average resolution turnaround from 72 hours to 36 hours.

Conducted targeted loan recovery calls to delinquent customers, applying professional negotiation and empathy-driven techniques to achieve a 40% monthly collection rate against assigned portfolio.

Documented all customer interactions and resolutions in the CRM ticketing system with full detail, ensuring compliance with Ecobank’s quality assurance standards and audit trail requirements.

Participated in weekly team performance reviews, sharing best practices in sales conversion and complaint handling, contributing to overall team performance improvement of 18%.

Customer Service Officer (I.T. Support)

Skye Bank PLC (now Polaris Bank), Lagos State March 2015 – 2016

Customer-facing IT support officer responsible for attending to walk-in customers, processing account opening requests, reactivating dormant accounts, verifying documentation for regulatory compliance, and providing first-level technology support to ensure seamless banking service delivery.

KEY PERFORMANCE INDICATORS

50+

Daily Walk-in Customers Served

94%

Customer Satisfaction Rating

100%

KYC/AML Documentation Compliance

25%

Reduction in IT Escalations

Key Responsibilities & Achievements:

Attended to an average of 50+ walk-in customers daily, resolving complaints, processing inquiries, and fulfilling service requests with a 94% customer satisfaction rating.

Managed end-to-end new account opening processes for individual and corporate clients, ensuring 100% compliance with KYC/AML documentation requirements and CBN guidelines.

Verified that all account opening and reactivation requests met proper authorization and approval requirements, cross-checking documentation against regulatory checklists before processing.

Reconciled account records during dormant account reactivation, verifying customer identity documentation, transaction history, and balance accuracy against the core banking system before restoring account functionality.

Monitored and flagged incomplete or inconsistent documentation submitted during account opening and service requests, ensuring adherence to internal control standards and reducing compliance exceptions.

Provided first-level IT troubleshooting support for customer-facing digital platforms including internet banking, mobile app issues, and card activation failures, reducing the need for IT escalation by 25%.

Collaborated with the branch IT team to resolve system downtimes, printer issues, and network connectivity problems, ensuring minimal disruption to customer service operations.

Assisted in data migration and account verification exercises during system upgrades, ensuring data accuracy and completeness for all migrated customer records.

Generated weekly reports on customer complaints, service turnaround times, and compliance exception logs using Microsoft Excel, providing management with actionable operational insights.

EDUCATION

Bachelor of Science (B.Sc.), International Relations

Covenant University, Ota, Ogun State 2017 – 2021

Relevant coursework: International Political Economy, Research Methods, Diplomatic Studies, Global Governance & Institutions, Conflict Resolution & Peace Studies.

Ordinary National Diploma (OND), Accounting – Upper Credit

Osun State College of Technology, Esa-Oke, Osun State 2013 – 2015

Relevant coursework: Financial Accounting, Cost Accounting, Business Mathematics & Statistics, Principles of Management, Introduction to Data Processing.

Senior Secondary School Certificate (SSCE)

Quine Unic College, Owode-Yewa, Ogun State 2009

TRAINING & PROFESSIONAL DEVELOPMENT

Human Resource Management Masterclass May 2023

IAPM Nigeria

Covered strategic HR planning, talent acquisition, employee engagement frameworks, performance management systems, labour law fundamentals, and organizational development methodologies.

Continuous Professional Development:

UBA Internal Training: Anti-Money Laundering (AML), Customer Service Excellence, Cash Handling & Vault Management, Fraud Prevention & Detection, Internal Controls & Transaction Authorization.

Ecobank Internal Training: Telemarketing & Sales Effectiveness, Contact Centre Operations, Card Products & E-Banking Services, KYC Compliance & Identity Verification.

Self-Directed Learning: Advanced Microsoft Excel for Banking, Customer Experience Design, Regulatory Compliance Frameworks, Internal Audit Fundamentals.

HOBBIES & INTERESTS

Technology and innovation exploration, strategic and analytical mind games, continuous professional learning and self-development, professional networking and relationship building, reading (business and personal development literature), and domestic and international travel.

REFERENCES

Professional references are available upon request.

Contact this candidate