Head, Customer Front Desk (Customer Service)
First Bank Of Nigeria LTD
Total years of experience :15 years, 7 Months
• Supervise the activities of Customer Service Unit.
• Ensure effective and timely service delivery to 10, 915 customers.
• Establish good customer relations by maintaining a customer friendly disposition at all times
• Ensure the proper handling of 120, 500 customer enquiries and resolution
• Modify transactions above subordinates’ limit.
• Oversee the setup of 450 monthly standing order instructions.
• Verify transactions initiated by subordinates.
• Handle probate account enquiries in accordance with customer mandate and relevant law / ensure that deceased customer’s account is debit freeze once the probate enquiry is issued.
• Interview customers, oversee the prompt opening/closing of Accounts (all variants), ensure KYC compliance / full documentation / approved deferrals are in place and sign off account opening forms.
• Payment of salaries through Generic External File Upload (GEFU)
• Funds transfer through Nigerian Electronic Funds Transfer (NEFT) platform.
• Interfacing with other banks in ensuring prompt payment of salaries and transfers through electronic payment outlets.
• Reconciliation of relevant General Ledger (GL) accounts.
• Posting of cheque deposit lodged by customer for clearing session.
• Posting of cash withdrawals.
• Calling over of tellers’ activities report.
• Managed credit Appraisal and Monitoring of over N200million various facilities
• Relationship Management with over 180 businesses drives per month
• Developed businesses; Over N50million term loans, N60million SMEs and Agricultural Loans, N40million Commercial and personal loans under the period above.
• Strategic Business Exposition for prospects.
• Work within the existing audit, compliance, and regulatory framework in order to ensure a high quality, compliant portfolio of client relationships.
• Understand clients risk profile and correlation between risks and reward by optimizing product mix for clients.
• Complying with KYC rules, regulations, and legislation governing the financial services industry.
• Developing and implementing action plans for new business and to broaden existing client relationships.
• Planned and researched on bank’s investment opportunities.
• Assessing the viability of all risk assets of the bank.
• Assessment of risk element of the bank’s investments.
• Supervising the activities of the marketing unit of the Bank.
• Provide leadership to the operations team and continually enhance team performance and operational efficiency
• Define performance goals and targets for sub teams and monitor / evaluate achievement of such goals
• Develop and implement efficient and effective customer service strategies.
• Ensure first and second levels daily call over (Transactions Audit) of vouchers are performed and relevant certificates rendered.
• Monitor branch cash levels and ensure that cash limits are not exceeded
• Coordinate all money transfers product transactions.
• Ensure branch Service Process improvements.
• Ensure safety of branch’s assets.
• Closely supervise the operations area to prevent frauds.
• Authorise transaction above limits of sub unit heads.
• Ensure closure of branch batch at close of business.
• Booking and monitoring of loans and advances.
• Resolving problems with challenging client relationships.
• Assessment of credit requests and business proposal from the customers.
• Responsible for generating business (trading) activities for the bank.
• Requesting ATM cards, issuing and resolving issues pertaining to ATM cards.
• Selling bank’s products to prospective customers.
• Helping out with other general marketing activities as required.
• Advertising to promote and raise bank profile.
• Delivering of tactical support for marketing communications.
• Rendering of financial advice to customers.
best student award
