Mathew Oladipo
Banking
Lagos,LA
Summary
Over 17 years’ experience in the banking industry focusing primarily on customer services, complaints management, relationship management, business development, Sales, and marketing.
Proven track record of optimizing performance, introducing continuous process and business competencies to facilitate positive change and improved services.
Goal-oriented individual with strong leadership capabilities.
Organized, highly motivated and detail-directed problem solver.
Proven ability to effectively liaise with and provide uncommon and exceptional service to diverse customers - both individual and corporate clientele.
Demonstrated track record in team building and leadership.
Recognized for professionalism, creativity, resourcefulness and competence in managing and supporting organizational affairs, values and goals.
Overview
13
13
years of professional experience
Work History
Banking Relationship Manager
Keystone Bank Limited
08.2022 - Current
- Worked closely with clients to develop long-term financial plans, including wealth management strategies, risk mitigation approaches.
- Implemented effective sales strategies that aligned with organizational goals while also catering to individual client preferences and requirements.
- Contributed to business development initiatives by actively participating in networking events and building strategic partnerships.
- Enhanced customer satisfaction through consistent, timely, and accurate communication.
- Driving well priced liability and creating quality risk assets to ensure branch profitability.
Banking Relationship Manager
First City Monument Bank
02.2014 - 08.2022
- Worked closely with clients to develop long-term financial plans, including wealth management strategies, risk mitigation approaches, and retirement planning considerations.
- Grew assets under management by proactively identifying potential investment opportunities and presenting them to clients as appropriate based on their objectives.
- Developed a deep understanding of industry trends to remain competitive in the market and provide valuable insights to clients.
- Managed risk effectively by conducting thorough credit reviews and maintaining strict adherence to compliance policies.
- Mentored junior team members, sharing best practices to enhance overall team performance and knowledge base.
- Utilized strong negotiation skills to secure favorable terms for both the bank and its clients during deal discussions.
- Maintained a solid pipeline of prospective opportunities through diligent prospecting efforts within target markets.
- Strengthened client relationships by proactively identifying and addressing individual needs.
- Provided expert financial advice, guiding clients towards suitable products and services based on their unique circumstances.
- Contributed to business development initiatives by actively participating in networking events and building strategic partnerships.
- Continuously expanded product knowledge through ongoing education, staying current with evolving industry offerings, regulations, and best practices.
- Implemented effective sales strategies that aligned with organizational goals while also catering to individual client preferences and requirements.
- Enhanced customer satisfaction through consistent, timely, and accurate communication.
- Delivered exceptional customer service by addressing client inquiries or concerns promptly and efficiently, ensuring issues were resolved to their satisfaction.
- Assessed creditworthiness of individuals or businesses applying for loans or lines of credit, ensuring responsible lending practices were followed consistently across all transactions.
Customer Service Officer
First City Monument Bank
08.2013 - 12.2013
- Assisted call-in customers with questions and orders.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Participated in regular meetings with supervisors to discuss challenges faced during daily operations, identifying opportunities for growth and development.
- Developed strong rapport with customers, fostering loyalty and repeat business through personalized service.
- Increased customer retention with prompt follow-ups on pending issues and proactive problem-solving strategies.
- Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.
- Streamlined communication between customers and internal departments for timely issue resolution.
- Exceeded customer expectations by going the extra mile, ensuring a memorable experience that fostered brand loyalty and advocacy.
- Managed escalated cases with diplomacy, skillfully negotiating resolutions that satisfied both the customer and company interests.
- Reduced response time by managing high call volumes while maintaining a professional demeanor under pressure.
- Assisted in training new hires, sharing best practices for delivering outstanding customer experiences consistently.
- Boosted company reputation by providing exceptional customer service through phone, email, and chat support channels.
- Contributed to the achievement of departmental targets by meeting key performance indicators consistently.
- Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
- Responded to customer requests for products, services, and company information.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered prompt service to prioritize customer needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded proactively and positively to rapid change.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Cashier Supervisor
First City Monument Bank
08.2011 - 08.2013
- Verified accuracy of daily cashier batches by checking receipts, checks, and cash.
- Quickly and accurately counted drawers at start and end of each shift.
- Resolved customer issues for front-line and departments throughout store by employing strong operations knowledge and problem-solving abilities.
- Increased cashier efficiency through hands-on coaching sessions focused on improving speed, accuracy, and customer interactions.
- Improved customer satisfaction by efficiently handling cash transactions and addressing customer concerns.
- Reduced transaction errors with thorough daily audits of cash drawers and regular monitoring of cashier performance.
- Maintained a safe working environment, ensuring that all employees adhered to company policies and regulations at all times.
- Trained and coached cashier team members on checkout procedures and strategies to maximize customer satisfaction.
- Maintained a high level of professionalism in all interactions, setting a positive example for the cashier team and cultivating an environment of respect and trust.
- Achieved high levels of accuracy in cash management through meticulous record-keeping and timely bank deposits.
- Maximized efficiency in checkout lines by effectively managing cashier schedules during peak hours.
- Built positive relationships with customers to increase repeat business.
- Developed strong relationships with customers, leading to increased loyalty and repeat business through attentive service and prompt issue resolution.
- Trained cashiers on organizational policies, cash handling and customer service to maintain highly skilled team.
- Resolved customer complaints quickly to maintain customer satisfaction.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
Education
Bachelor Of Science - Economics
Lagos State University
Lagos05.2011
Ordinary National Diploma - Electrical/Electronics Engineering
Federal Polytechnic
Ado Ekiti2003
Skills
Reporting familiarity
Data trending
Sales professional
Relationship building and management
Revenue Generation
Process implementation
Cost control and reduction
Business Development
Financial analysis and reporting
Cash handling expertise
Business development expertise
Problem-Solving
Excellent Communication
Teamwork and Collaboration
Organization and Time Management
Flexible and Adaptable
Self-Motivated
Active Listening
Teambuilding
Written Communication
Good Telephone Etiquette
Multitasking Abilities
Critical Thinking
Interpersonal Communication
Dependable and Responsible
Analytical and Critical Thinking
Attention to Detail
Accomplishments
I am part of the team that successfully turned Keystone Bank, Maryland Lagos branch from a loss making branch to profitability in less than a year that I joined the bank.
Timeline
Banking Relationship Manager
Keystone Bank Limited
08.2022 - Current
Banking Relationship Manager
First City Monument Bank
02.2014 - 08.2022
Customer Service Officer
First City Monument Bank
08.2013 - 12.2013
Cashier Supervisor
First City Monument Bank
08.2011 - 08.2013
Bachelor Of Science - Economics
Lagos State University
Ordinary National Diploma - Electrical/Electronics Engineering
Federal Polytechnic