IDENYIH OMO BLESSING
BANKING
Yaba
Summary
Results-oriented Banking Professional with experience in E-banking services, client relationships, resource management, customer satisfaction and administrative management within diverse organizations. Consistently achieve record-high customer satisfaction rankings, improvements to the bottom line and turnaround of underperforming operations. Proven ability to revitalize organizations, and capture untapped growth opportunities. Possess a track record of consistently meeting and exceeding goals and customer expectations, skilled at educating customers on products and recommending the best options that meet their short and long-term needs. Adept at utilizing knowledge in developing operational strategies, business development initiatives and personnel relations to generate revenue. Utilizes a highly organized, self-motivated, and proactive approach to work.
Overview
15
15
years of professional experience
4
4
Certifications
Work History
Personal Assistant to the Principal Partner – Build Direct Real Estate Ltd
02.2013
- Proactively managed all aspects of the Principal Partner’s schedule to ensure maximum optimization of resources
- Leveraged expertise in overarching process improvement to continually enhance internal tools and procedures and significantly boost productivity and efficiency
- Composed, typed and proofread correspondence, screened telephone calls, scheduled meetings, arranged tickler files and made travel arrangements
- Efficiently arranged and managed logistics related to Principal Partner’s travel and accommodation
- Developed and maintained administrative processes to achieve organizational objectives as well as to improve accuracy and efficiency
- Carried out research and presented findings on various areas as assigned by the Principal Partner.
Team Lead (E-banking Services, Business Service Division)
Heritage Bank Plc
12.2021 - Current
- Provide high-level customer service and support to consumers, small business customers and front-line branch staff for Electronic Banking Services, including Online Banking, Mobile Banking, and ATM Debit Cards
- Provide the highest quality of internal and external customer service in accordance to the Bank of the Pacific’s Service Plus Culture
- Manage the end-to-end implementation process for online Treasury Management accounts and provide product support for clients
- Review the status of all ROU claims on Mastercard SMTM and Extra switch
- Review status of On-Us (ABC) claims
- Confirm the status of claims using reports from Extra switch and ATM Journals
- Log approved transaction claims on SMTM/Arbiter
- Lien premature refunds by Finacle & Remove lien on matured claims
- Daily processing of refunds for all matured claims from Mastercard Short-Messaging-Transaction-Monitor
- Weekly report on the total number of Mastercard, ATM, AIR, and POS transactions
- Liaising with third parties card switches (Interswitch) and other Financial Institution regarding inter-bank dispute resolution and settlement
- Refund of confirmed failed transactions (Mastercard, Visa and Verve) via AIR (Acquirer Initiated Refund) on a daily basis
- Confirmation of disputed transactions logged on Extra switch and Mastercard
- Declining of transactions confirmed as successful
- Liaising with issuer bank to confirm details of transactions when claim is declined with wrong journal
- Logging of disputed transaction on CRM and providing feedback with the Log code
- Follow up with disputed transaction to know status after the given resolution days advised
- When transaction is confirmed failed, a refund is done to the customer and when Transaction is declined as successful, feedback with receipt is send
- Arbitration of claim
Team Member (Payment and Collection. Business Service Division)
Associate Staff of Heritage Bank Plc
07.2018 - 11.2021
- Processed Bank’s operating and capital expenses, cash advance requests and liquidation, booking of loans and overdrafts, and issuing Bank Cheques for Bank use
- Monitored all balances and deposits to ensure that all bank money was accounted for and the proper procedures were followed at all times
- Grew revenue through loans, deposits, investments and other banking products
- Analyzing balances and sales trends to predict future performance and ensuring progress.
Customer Experience and Analytics – Resource Intermediaries Limited
Associate Staff with Heritage Bank
03.2015 - 06.2018
- Developing and implementing key policies and procedures in customer service departments to boost productivity and enhance team morale
- Earning a reputation for swiftly identifying and resolving potential customer-facing problems and discrepancies, significantly boosting customer satisfaction and loyalty
- Successfully ensuring top-flight customer service and satisfaction while driving staff training, development, and team motivation
- Performing clerical duties such as answering telephone calls and making appropriate transfers, filling documents and other paperwork
- Handling of inbound and outbound mail.
Centralized Customer Service – Workforce Management Centre
Associate Staff with Diamond Bank
01.2014 - 03.2015
- Performed business development, including opening accounts, Sales of products, and maintaining Demand Deposits
- Captured and linked customers' signature and photo account status and information maintenance
- Performed daily operations such as accounts opening, cheque confirmation, standing instructions and account operating instruction maintenance
- Created customers on mobile and online applications and resolved issues arising from its use.
Customer Care Representative/Logistics Head – God is Good Motors
01.2011 - 01.2013
- Planned routes and load scheduling for multi-drop deliveries
- Promoted and cross-sold the GIGM online booking app and other Company products & services
- Ensured Guests’ complaints and emergency concerns were escalated to the appropriate Unit(s)
- Allocated and recorded resources and movements on the transport planning system
- Ensured all partners in the supply chain worked effectively and efficiently to ensure smooth operations.
Reporter (NYSC) – Borno Radio and Television (BRTV)
03.2009 - 02.2010
- Collaborated with field reporters, other writers, news producers, assignment editors and managers regarding publication development, investigation accuracy, research progress and breaking news stories
- Revised and edited news stories as they were written to continue to meet the station’s high level of standards for reporting
- Prepared investigative content, performed thorough research and secured information sources
- Contributed to weekly meetings with senior reporters to brainstorm on succeeding broadcasts
- Requested and collected public records to corroborate information needed for articles.
Education
PGD in Mass Communication -
Olabisi Onabanjo University
HND in Mass Communication - undefined
Federal Polytechnic, Auchi
ND in Mass Communication - undefined
Federal Polytechnic, Auchi
Skills
Administrative Management
Reporting/Documentation
Customer Service
E-banking Services
Project Management
Training & Development
Business Development
Problem Solving
Customer Satisfaction
Vendor Management
Team Leadership
Certification
SANEF certified on Agency Bank and Fraud Management, 2023
Skillshighlight
- Proactive and flexible leadership style
- Strict deadline adherence
- Motivates teams under extreme pressure
- Solid communication, facilitation, and relationship-building skills
- Experience in supporting business initiatives and implementing business development strategies
- Maintains strict confidentiality
- Good critical thinking and problem-solving skills
- Proficient in Microsoft Office Suite (Word and Excel) and Finacle
- Excellent team member and leader
- Contributes to achieving required results
Timeline
Team Lead (E-banking Services, Business Service Division)
Heritage Bank Plc
12.2021 - Current
Team Member (Payment and Collection. Business Service Division)
Associate Staff of Heritage Bank Plc
07.2018 - 11.2021
Customer Experience and Analytics – Resource Intermediaries Limited
Associate Staff with Heritage Bank
03.2015 - 06.2018
Centralized Customer Service – Workforce Management Centre
Associate Staff with Diamond Bank
01.2014 - 03.2015
Personal Assistant to the Principal Partner – Build Direct Real Estate Ltd
02.2013
Customer Care Representative/Logistics Head – God is Good Motors
01.2011 - 01.2013
Reporter (NYSC) – Borno Radio and Television (BRTV)
03.2009 - 02.2010
PGD in Mass Communication -
Olabisi Onabanjo University
HND in Mass Communication - undefined
Federal Polytechnic, Auchi
ND in Mass Communication - undefined
Federal Polytechnic, Auchi
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