Habeeb Olatunji

Experience

• 

  Polaris Bank Ltd.

  Feb 2014 - now

  ● Assisted over 300 customers in the in-bank check-out process of depositing and withdrawal of funds.● Processed and posted collections such as FIRS, Paydirect, E-Pay taxes, Autoreg and others for over 300 customers.● Accounted for the daily reconciliation and balancing of customers cash book, processed monthly collection, audited transactions, and ensured that the transactions were logged duly.● Managed the relationship between new and existing customers of the bank, upsell and cross-sell new products and services.● Participated in the development and update of the Standard Operating Procedures and other policy documents for the unit.● Identified quick wins and areas for process improvement in line with the unit’s strategy and provided suggestions for operational efficiency and customer experience.● Reviewed processes/conducted Current State Assessment (CSA) that ensured operational effectiveness and efficiency. Show less ● Educated over 150 customers on the bank’s products and services and the most suitable for their needs.● Resolved over 110 customer complaints via phone, email, mail, and in the banking hall.● Accounted for the management and maintenance of over 35 customer accounts and account modifications to suit the customer’s needs and requests.● Responded to customer enquiries and liaised with internal and external stakeholders to resolve complaints.● Assisted customers in the process of opening and upgrade of accounts as well as reviving dormant accounts.● Managed the SMS and E-mail alert enrolment process for new and existing customers of the bank.● Assisted in account reactivation and customer information updates.● Reviewed and analyzed transactions on the banks’ alternative service platforms (internet banking, mobile banking, USSD, etc.) and was able to enhance customer experience by identifying pain points and collaborating with stakeholders (Technology Division, Operations Division etc.) to implement the solutions.● Participated in the alternative e-channels enrolment and resolution processes, reviewed processes across various channels and developed solutions to increase operational efficiency and reduce cost, which helped to transform the Customer Service, Digital Banking, Operations, Investors Relations, Administration and Risk Management units. Show less

  • Customer Care Officer

    Jan 2015 - now

  • Customer Service

    Feb 2014 - Dec 2014