ESTHER JAMES PAM
Port Harcourt,Rivers State
Summary
Results-driven professional specialising in customer service delivery, complaint resolution, and regulatory compliance. Expertise in account maintenance, data updates, and AML/CFT/CPF compliance, with a focus on optimising turnaround times and preventing fraud. Experienced in promoting digital banking and self-service solutions, leveraging CRM systems to enhance customer relationships. Proven leadership in team supervision and process improvement, with strong skills in end-of-day reconciliation and Microsoft Office Suite.
Overview
4
4
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work history
Customer Information Officer
LOTUS BANK
2023.05 - 2025.06
- Ensured prompt, error-free processing of customer requests in line with SLAs and internal policies.
- Onboarded new customers and facilitated seamless account openings, driving digital adoption across channels.
- Implemented and enforced customer service policies to improve service efficiency and reduce complaints.
- Managed physical assets and work tools within the customer service unit for optimal usage and minimal cost.
- Ensured strict adherence to regulatory standards with zero tolerance for fraud and infractions.
- Maintained accurate and up-to-date customer records and files, including KYC updates and account modifications.
Branch Operations Manager
MIDLAND MICROFINANCE BANK
2022.03 - 2023.05
- Supervised the operations team, ensuring timely execution of daily transactions and end-of-day reports.
- Collaborated with management to develop and execute branch targets, ensuring service and growth KPIs were met.
- Trained and mentored front-line staff to uphold excellent customer service standards and regulatory compliance.
- Oversaw account maintenance tasks, including upgrades, restrictions, internet banking requests, and standing instructions.
Customer Service Officer
MIDLAND MICROFINANCE BANK
2021.07 - 2022.02
- Resolved service issues by diagnosing problems, implementing corrective actions, and following up for closure.
- Promoted cross-selling by identifying customer needs and recommending suitable banking products.
- Supported customer onboarding, account updates, and digital service enrollment to improve branch efficiency.
Education
Bachelor of Science (B.Sc.) - Business Administration
Redeemers University
Osun State, Nigeria 2014.08 - 2018.06
Skills
- Customer Service Delivery & Complaint Resolution
- Account Maintenance & Data Update
- AML/CFT/CPF Compliance
- Turnaround Time (TAT) Optimization
- Digital Banking & Self-Service Promotion
- Regulatory Compliance & Fraud Prevention
- CRM Systems & Reporting
- End-of-Day (EOD) Reconciliation
- Team Supervision & Process Improvement
- Microsoft Office Suite (Excel, Word, PowerPoint)
- Customer Relationship Management (CRM) Systems
- Communication & Interpersonal Skills
- Conflict Resolution & Problem Solving
- Leadership & Team Collaboration
- Creative Thinking & Process Optimization
Certification
- Google Digital Marketing – Google (2020)
- CSCU, CRM, COMPTIA Project+, Advanced Excel – New Horizons (2014–2018)
Timeline
Customer Information Officer
LOTUS BANK
2023.05 - 2025.06
Branch Operations Manager
MIDLAND MICROFINANCE BANK
2022.03 - 2023.05
Customer Service Officer
MIDLAND MICROFINANCE BANK
2021.07 - 2022.02
Bachelor of Science (B.Sc.) - Business Administration
Redeemers University
2014.08 - 2018.06