Esther Chinelo Ofojetu
Lagos,Nigeria
Summary
Detail-oriented professional with expertise in Microsoft Office Suite, including Excel, PowerPoint, and Word. Demonstrates strong organisational and planning skills, complemented by proficiency in social media management. Committed to leveraging technical skills and strategic planning abilities to enhance operational efficiency and support career growth in a dynamic environment.
Overview
10
10
years of post-secondary education
7
7
years of professional experience
Work history
Loan Workout Officer
Keystone Bank Limited
Lagos
2024.11 - 2026.07
- Managed non-performing and distressed loan portfolios, minimising credit losses through proactive strategies.
- Negotiate repayment plans and recovery strategies with borrowers in line with policy and regulation.
- Implement recovery actions aligned with internal credit policy and regulatory guidelines.
- Conduct financial analysis of obligors to assess repayment capacity, exposure, and credit risk.
- Prepared loan restructuring, recovery, and workout reports to facilitate informed management decisions.
- Collaborate with legal, risk, and compliance units on enforcement and recovery processes.
- Tracked portfolio performance and followed up on delinquent accounts to ensure timely recovery actions.
- Maintain accurate loan documentation and update records in core banking systems.
Customer Service Officer
Keystone Bank Limited
Lagos
2023.07 - 2024.11
- Handled daily customer enquiries and transactions across retail banking products to enhance customer satisfaction.
- Resolved customer complaints efficiently while maintaining service quality standards.
- Opened and maintained customer accounts in compliance with KYC, AML, and regulatory standards.
- Processed deposits, withdrawals, transfers, and account updates accurately.
- Promoted relevant banking products to address customer needs and contribute to branch targets.
- Maintained accurate customer records and ensured the confidentiality of financial data.
- Monitored and reported irregular account activities to uphold regulatory compliance and safeguard customer interests.
Contact Centre Champion
Philips Outsourcing Limited (Outsourced to Keystone Bank Limited)
Lagos, Nigeria
2019.05 - 2023.07
- Provided high-quality customer support through inbound and outbound calls, ensuring customer satisfaction.
- Resolved enquiries, complaints, and service requests, maintaining adherence to service level standards.
- Collaborated with resolution teams to close escalated complaints efficiently.
- Informed customers about banking products and services during outbound engagement, enhancing their understanding and usage.
- Documented call details accurately in workflow systems accurately within workflow systems.
Education
Bachelor of Science - Accounting
Zenith University College
Accra, Ghana 2013.01 - 2016.12
O LEVEL - West African Senior School Certificate Examination (WASSCE)
Jewel Model School
Abuja, Nigeria 2003.09 - 2009.07
Skills
- Financial analysis
- Microsoft Excel
- Office applications
- Microsoft Word
- Microsoft PowerPoint
- Outlook
- Organisational and Planning Skills
- Social Media
LANGUAGE SKILLS
Mother tongue(s): English
Affiliations
- Listening to music and watching documentaries, Community volunteering, Swimming, Travelling and exploring different cultures, Reading books on leadership, management, and finance, Spending quality time with family and friends.
References
References available upon request.
Timeline
Loan Workout Officer
Keystone Bank Limited
2024.11 - 2026.07
Customer Service Officer
Keystone Bank Limited
2023.07 - 2024.11
Contact Centre Champion
Philips Outsourcing Limited (Outsourced to Keystone Bank Limited)
2019.05 - 2023.07
Bachelor of Science - Accounting
Zenith University College
2013.01 - 2016.12
O LEVEL - West African Senior School Certificate Examination (WASSCE)
Jewel Model School
2003.09 - 2009.07