Chika Unakalamba, MSc,ACIB, ACIFC.

Experience

• 

  First Bank of Nigeria Ltd.

  Feb 2008 - Sept 2023

  -Partnered with clients to help them make optimal decisions relating to their accounts. -Arranged business meetings with existing and potential clients with great results achieved.-Utilized strong sales and negotiation skills while explaining complex information in a clear and concise form clients and potential clients.-Built positive relationships with customers in addition to assisting with ongoing generation of new businesses. -Collaborated with branch operations teams and utilized strategic planning allied with an analytical approach and strong problem-solving skills to meet customers' needs. -Carried out value chain management and business development operations across Nigeria’s retail, public and commercial sectors.-Championed merchant POS uptake in Onitsha Anambra State.-Effectively utilized the Bank’s products and services to maximize business partnership and provide profitable ventures for the Bank.-Effectively managed a total portfolio size of 6.5 billion naira by year 2022, growing it from about 3.9 billion naira in year 2021-Conducted business analysis of customer’s businesses through financial forecasting, risk analysis, risk management and financial analysis and projection.-Booked quality loans and advances and ensured effective portfolio management for early detection of default.-Managed internal and external customer expectations using CRM systems like Microsoft Dynamics CRM.-Used AML tools to effectively monitor customer's accounts and ensured compliance to AML regulations which meant reduced risks for the bank.-Nominated as Business Unit’s champion on Bank’s credit application system and served as reference point to other Relationship Managers for issues resolution.• Generated over N900M ($1.9M) Loans and Advances in just over 1 year which led to more interest income.• Fostered productive relationships with a host of SMEs and key customers. Show less -Coordinated all operational activities which includes customer service, branch human resources management, administrative activities, and products sales in the branch.-Managed more than fifteen branch staff members at any given time across six branches and used various management styles to ensure optimum performance in all indices.-Daily balanced General Ledgers accounts.-Daily proofed General Ledgers accounts. -Ensured regulatory control compliance. -Delivered trainings, coaching, and professional development for bank personnel to strengthen the organization internally. -Led the development of strategies for excellent performance within the branch. -Ensured budget discipline and cost control across four different branches.-Critically assessed local market conditions and identified prospective sales opportunities while meeting goals and overall objectives•Revamped aspects of service delivery which enhanced customer perception and reduced operational costs. Show less -Paid and received cash from customers, also posted transactions on payment platforms.-Involved in account creation (savings, current, domiciliary, fixed deposits etc.). -Attended to customers' requests on managers cheque issuance, debit cards issuance (Verve, Visa, MasterCard) and mobile app/online banking enrolment and set up. -Handled all customer service general enquiries or complaints through phone calls, emails, in-person etc. and provided feedbacks. -Performed clearing related activities (outward and inward clearing) within TAT. -Processed funds transfer (intra and interbank), money transfers (Western Union, MoneyGram, RIA etc.), -Negotiated interest rate and booked fixed deposits and treasury bills for customers. -Reviewed and reconciled branch General Ledger accounts on daily basis. Show less

  • Relationship Manager

    Jan 2020 - Sept 2023

  • Head, Branch Services.

    Jul 2012 - Dec 2019

  • Teller, Customer Service Officer/E-business Officer, Accounts and Clearing , Funds Transfer Officer

    Feb 2008 - Jul 2012
• 

  HSBC

  Sept 2023 - now

  Customer Service Advisor

  • Provided exceptional telephone customer service in a timely manner. • Adhered and self-served the bank’s policies and procedures to resolve customer queries.• Used multiple systems with pace.• Effectively communicated complex information to customers in a way they understood.• Processed a wide range of investment transactions (buy, sell, and switch trades), whilst maintaining a high degree of accuracy.• Educated customers around HSBC products and alternative digital banking platform.• Played active helpdesk role on Stocks and Shares ISA, Transfers IN and OUT, Child Trust Fund, Additional Permitted Subscriptions, opening new ISAs, General Invest accounts as well as reactivating ISAs.• Dealt with queries from Independent Financial Advisers (IFAs) and other Transfer companies.• Actively involved in Wealth Lead Conversion by using Outlook to schedule customer’s appointment with Wealth Engagement Team and provide helpdesk support for branch staff members, Wealth Managers etc. Show less