Experience

• 

  First city monument bank limited

  Oct 2017 - Sept 2023

   Handled product enquiry and provided advisory solution to customer’s request. Ensured customer’s complaints are handled with empathy and queries resolved in a timely fashion. Ensured proper service delivery on each call received. Ensured calls are answered as efficiently as possible to guarantee customer’s needs in line with FCMB quality assurance standards whenever call audit is conducted. Place sales phone calls and answered customer calls. Place phone calls to potential customers to educate them on services and products offered by the bank. Place phone calls to customers whose account are dormant and inactivate in order to re-activate account. Place phone calls to customers to cross sale our bank products. Answer phone calls from customers with inquiries or complaints and resolve the issue as quickly as possible. Handle every call with the highest degree of courtesy and professionalism. Advise present or prospective customers by answering incoming calls on a rotating basis; automatic dialing systems, and other telecommunications technologies. Influence customers to buy or retain product or service by following a prepared script to give product reference information. Inform customers of the new services available to them. Provide excellent customer service skills to new and existing customers. Contacts customers to check the quality of services, to discuss past experience in order to improve our services. Work with superiors in bettering the system by listening to and considering customer complaints and suggestions. Show less  Resolving issues on Mail, Whatsapp and Calls. Logging failed card transactions (ATM, POS and WEB) on the required applications (Extraswitch, Mastercard Connect, ZoneSwitch, Umpire and Passport). Closing of resolved dispute logs on Customer Relationship Manager (CRM). Follow up of escalated branch related and departmental/unit’s related issues and ensuring prompt resolution. Escalation of failed Remitta transaction on all platforms (Cards and Internet banking) to Remitta and following up till resolution is gotten.  Logging of fraudulent and unrecognized transactions on Issues Management System portal and liaising with the Group Internal Audit for follow up on issues logged. Closing and updating of resolved issues on the Customer Relationship Management portal (CRM) compiled as backlogs on a daily. Escalation of declined logged ATM/POS/WEB transaction and requesting of footages of disputed ATM withdrawals from other banks via IMS. Logging of failed POS/WEB transactions and ATM withdrawals on Extraswitch, Interswitch passport, Arbiter 2.0, ZoneSwitch and Mastercard connect applications. Escalation of failed transfers on all alternate channels (Mobile App, Internet banking, USSD platforms) to Settlement team for investigation and possible reversal of funds Liaising with other banks, branches and settlement team on transfers to wrong beneficiaries/bank and recall of funds. Ensuring prompt resolution on all issues logged and within the slated TAT from Settlement/Reconciliation, Card operations, Branches and all internal units involved. Assigning of daily pending spool (inquiries, complaints and requests) to the resolution agents. Ensuring all assigned spool shared are treated by confirming no log is left pending at the close of business. Coaching and mentoring of new hires to enhance their job performance by offering on the job training. Other duties/adhoc task assigned by the Team lead. Show less

  • Telesales/Customer Service Specialist

    Jul 2022 - Sept 2023

  • Resolution Feedback Officer

    Oct 2017 - Jun 2022
• 

  Moniepoint group

  Sept 2023 - now

  Issue resolution officer