Esther Etende

Experience

• 

  Guardian Bank Limited

  Jul 2004 - Dec 2004

  CASH AND CUSTOMER SERVICE OFFICER

  • Handle transactions including; cash payments, cheque payments and deposits• Balance the assigned cash drawer and package currencies and coinage• Handle electronic fund transfers• Assist customers with opening of new accounts• Respond to a broad range of customer queries• Build rapport and trust with clients and colleagues• Consolidate clearing files for all the branches• Reconcile Inward and Outward clearing files• Process all the unpaid cheques

• 

  Commercial Bank of Africa

  Jan 2005 - Jun 2011

  • Enhanced the T24 core banking system and gave recommendations for the use of the T24 collateral module for extracting compliance reports due to its excellent reporting capabilities• Reviewed, evaluated and made recommendations on the availability of funds for overdraft, bill avalisation, guarantees and letters of credit facilities for each customer• Researched and collated relevant information to recommend the likely impacts on security held or the processes for decision making• Designed, populated and validated all databases/reports on approval terms and conditions for decision making, compliance and renewal purposes• Efficiently prepared an intervallic/quarterly unit performance dashboard in view of customer service excellence, adherence to TAT or process improvement• Maintained/updated SBLCs confirmations, reporting on expired SBLCs and sending reminders on expiry• Provided instructions to Central Depository and Settlement Corporation (CDSC) for the pledging of shares, removing of lien and the pledging of bonds (specifically to the Treasury Department)• Reviewed key reports obtained from external service providers, ensuring compliance to credit policies and approval terms and conditions Show less • Release of securities upon full repayment of related facilities• Prepare Facility Maintenance Memo to authorise release of facility upon submission, appraisal and perfection of all the required documents• Prepare Letter of Offers for secured and unsecured loan facilities• Issuing of instructions to the legal department for preparation of external documents• Carry out Internal audit confirmations and tracking• Accurately maintaining the securities and documentation registers• Receiving, checking & lodging of security documents Show less • Intensive training of the Credit Administration team on the T24 Lending Modules (LD & PD, Limits & Collaterals), T24 reports, enquiries and customer service functions.• Comprehensively testing of all the T24 Lending Modules• Examine, evaluate and process loan applications• Review loan agreements to ensure that they are complete and accurate according to the policy• Establish and maintain relationships with customers and provide prompt response to their queries• Reconcile customer and internal accounts after migration to the T24 Core Banking System, report on findings and give recommendations • Accurately book approved customer facilities to enable speedy availability of fund to customer Show less • Intensive training of the Call Centre team on the T24 reports, enquiries and customer service functions.• Manage customer queries through the Customer Relationship Management software• Source for new business opportunities through the use of the CRM system• Carry out customer satisfaction surveys and investigations by analysing customer queries• Foster and nurture both new and old relationships with customers• Assess customer needs for purposes of cross selling and product development • Ensure that customers are given online banking support• Prepare and present reports on customer issues for the Credit Administration department on a monthly basis and track all pending issues to ensure that the customer is served efficiently hence improving the image of the Bank• Improve response time and customer satisfaction by planning and organising the distribution and assignment of daily work for the team Show less • Supervise the operations of the Agency and ensure that services rendered conform to the Bank’s policy and standards• Consolidate and balance daily transactions and ensure that the supply of money for the agency’s needs, based on legal and business demands, are adequately met• Organise agency files for retention and daily processes• Assist in training new tellers in cashiering and customer service• Identify cross-selling opportunities and work closely with relationship managers to meet customers’ needs• Resolve account related problems and to ensure positive public relations• Assist customers with opening of new accounts Show less

  • CREDIT COMPLIANCE OFFICER

    Oct 2010 - Jun 2011

  • CREDIT DOCUMENTATION OFFICER

    Jan 2010 - Sept 2010

  • CREDIT OPERATIONS OFFICER

    Oct 2008 - Dec 2009

  • CALL CENTER OFFICER

    Jun 2007 - Sept 2008

  • AGENCY SUPERVISOR

    Jan 2005 - May 2007
• 

  NIC Bank Limited

  Jul 2011 - Apr 2014

  • Worked as the key Internal Consultant for the T24 (Core Banking System) Lending Module especially AA lending Implementation and for all the post implementation support; offering valuable T24 lending post implementation support for the following T24 Modules; AA, Limits, Collateral and provisioning; rolling out the project successfully within only a year due to an ability to successfully lead change, extensive research skills and excellent analytical abilities• Headed the AA internal Account reconciliation and supervised the build up of the reconciliation process and an automated reconciliation system.• Responsible for streamlining Credit Operations T24 processes and controls via the constant review of processes and procedures• Effectively ensuring that Loan Classification and Provisioning is updated and that all management reports, including senior and junior risk reports are delivered on time• Efficiently handling queries on credit administration related transactions including interest calculation queries, while ensuring that credit related reconciliations for credit items are addressed and up to date• Successfully meeting a wide range of reporting requirements, while undertaking overall accountability for the continual support, training and mentoring of the Credit Operations department in T24; demonstrating superb people management skills• Showcasing superb organization and supervisory skills to manage and train 25 people, as part of a project to book 1440 loans • In charge of authorizing financial and static data in relation to credit facilities amendments and maintenance, within the set Authority Matrices• Ably assisting the credit department in building strong relationships with customers and colleagues, demonstrating effective team leadership and performance management at all times• Effectively handling audit confirmation for the Credit Operations department Show less • In charge of the delivery of intensive training to the entire bank, of all lending modules in T24, involving workshops and system testing, with an emphasis on the AA Module; demonstrating effective presentation, communication and inter-personal abilities• Participated in the successful definition of all the lending products; defining the initial parameters for the T24 ISB (Initial System Build) for the lending modules • Successfully developed and conducted component and integration tests for the T24 ISB system including system stress testing, as well as developing comprehensive test-scripts to verify the accuracy and acceptability of the system• Developed lending operational documentation in terms of processes and procedures, while verifying system functionality and review operational readiness of the intended production environment• Identified and escalated potential gaps in the system and ensured that the entire project was fit for purpose and delivered expected user benefits• Communicated effectively by collating all feedback from the lending team, while demonstrating effective team leadership and performance management Show less

  • T24 AA LEAD, Post Implementation Support

    Sept 2012 - Apr 2014

  • T24 AA LEAD, Implementation Phase

    Jul 2011 - Aug 2012
• 

  Zuwena International School

  May 2014 - now

  DIRECTOR

  1) Decision MakingThe decision-making role through the resolution of conflicts, resource allocation and negotiations• Identify markets and business opportunities• Make available and allocate the necessary resources for the running of the business• Translate business ideas into real businesses• Search for new ideas and innovations to meet changing customer needs, tastes and preferences• Conduct regular meetings with business employees, staff involved in research and development• Solve conflicts among employees, other business competitors• Negotiate business contracts with suppliers and customers2) Information processing• Acts as a monitor as well as an information disseminator.• Scan internal and external environments, which affects the business regularly and collect information on changes in customer’s needs, tastes and preferences• Find possible solutions to the changes in the internal and external environment and disseminate the changes in company policies to employees3) Interpersonal relationshipsMaintain good interpersonal relationships by playing a leadership role, network role and figureheadLeadership Role• Guide the employees, treat them with respect and be dedicated to the business. This motivates the employees to perform their dutiesNetwork Role • Maintain contacts outside of the business. This helps in assessing changes in the business environment, social changes and changes in government policyFigure Head• Receives company visitors; signs legal documents, gives public speeches, and attends workshops and conferences on behalf of the company Show less