Evelyn Okhio

Experience

• 

  Wings Restaurant Ikeja

  Apr 2011 - Oct 2012

  Accounting Clerk
• 

  Guaranty Trust

  Oct 2012 - now

  • Perform Daily Exchange of Payment and Transaction Files with the International Card Association and Third-party processors.• Conduct regular reconciliation and monitoring of transactions on the bank's credit cards, identifying and correcting irregularities spotted while ensuring the accuracy and integrity of data.• Regular review of the Bank's MasterCard and VISA invoices and consolidate the Quarterly Monthly Report for VISA and Mastercard.• Process Monthly Renewal charges on the Credit and Debit Card Variance.• Prepare daily Exchange Rate Data received from the Currency Trading Unit and applying on the Credit and Debit Cards.• Deliver support by addressing and resolving queries and issues related to payments or card transactions promptly and efficiently while processing reversals of excess charges for card requests.• Perform daily checks of card-to-account linking carried out by other support staff in the bank and reconcile any irregularities spotted. Show less • Ensure settlement figures are processed and validated for all Chargeback transactions done via ATM, POS, WEB.• Maintain customer service standards to retain the cardholder base by ensuring the service provided is appropriate and taking prompt action to rectify problems / queries.• Collaborate with audit and investigation unit in handling fraudulent transactions and preemptively monitoring of customer’s credit card for prevention of fraud.• Follow up on customer’s complaints and request to ensure they are resolved and provide feedback to the customers, resulting in customer satisfaction and retention.• Ensure all enquiries and complaints relating to card and channel transactions are responded to within defined SLA time frame to guide against customer’s dissatisfaction.• Engage other financial institutions for recall of suspicious and erroneous transaction as well as prompt identification of fraudulent transactions. Show less Account manager roles: * Set up Tier 2 and Tier 3 customers for account upgrade.* Set up customers for loan acquisition. * Reactivate closed/dormant account which leads to revenue generation. SDR.* Telemarket the benefits of owning the dollar cards, these have led to a 70% increase in sales.* Answering clients' questions about credit terms, products, price, and availability. Onboarding specialist. * Onboard customers from the purchase of their credit and debit cards to usage.* Onboard customers for usage on the mobile app download, and to their first successful usage. * Set up customers for usage on the internet banking, to the first usage. Show less *In-person interaction with customers, listening to their concerns, resolving problems, and recommending products and services according to the needs of each individual.* Handled customer inquiries, complaints, billing questions, and payment extension/service requests.* Assisted customers with card account management, including payment disputes, processing phone payments, and reviewing features of their card accounts.* Troubleshot account problems and submit research requests on behalf of the cardholder.*Attained aggressive sales goals by turning phone inquiries into sales opportunities by making an active attempt to cross-sell the full range of bank products.*Accountable for the successful resolution of all customer requests. Show less

  • Card Operations Officer - Payments & Reconciliation.

    Feb 2023 - now

  • Resolution Lead- Contact Center

    Feb 2017 - Jan 2023

  • Customer Experience - Inbound/Outbound Contact Center

    Jan 2014 - Feb 2017

  • Card Service Associate | Customer Support |

    Oct 2012 - Jan 2014