Summary
Overview
Work History
Education
Skills
Accomplishments
Websites
Certification
INTEREST
Professional Affiliation
Languages
Timeline
Generic

Nnenna Njumobi Ogbonna- Benjamin

Enugu

Summary

A detail-oriented and organized professional banking and customer experience executive. I have hands-on expertise in branch operations, complaint Management, KYC /AML compliance and customer service. Great analytical and problem-solving skills with willingness to go above and beyond the job description to perform effectively in a time-sensitive and fast-paced environment. Recognized for delivering best customer experience.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Head Customer Service & AML/KYC Compliance

FirstBank of Nigeria
01.2019 - Current
  • As Unit head of FirstBank Ltd Ogbete branch customer service unit presently, I coordinate activities of the unit in line with directives and standard operating procedures
  • I analyse all documents such as Audited Financial Statements, Company registration documents and retail account acquisition packages to ensure correctness, genuineness in line with compliance policy and AML CFT regulation (Anti money laundering/ Counter-Terrorism Financing).
  • Review new and existing accounts and verify identities. This entails facilitating customer onboarding, conduct periodic reviews, identify potential risks with customers or products and in all ensuring compliance with regulatory policies and guidelines
  • Create plans and communicate deadlines to ensure projects were completed on time, project management
  • Cross selling of product and services whilst providing exceptional service
  • Handles branch procurement and logistics needs with bank’s Oracle EBS
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions using bank's CRM
  • Collaborate with the retail marketing team and proffer business development ideas, planning and strategy
  • Periodic training and sensitization of staff members on AML/ KYC regulations, changes and other essential products and services of the bank

Head Financial

FirstBank of Nigeria
01.2016 - 01.2019
  • Oversaw group of 5 cashiers and 2 service staff, supervising performance, correcting problems and boosting efficiency to optimize team operations and customer satisfaction
  • Reconciled branch vault at start and end of each day accounting for errors and resolving discrepancies
  • Maintained cash stock within optimal levels to meet up with branch needs
  • Supervises the ATM custodian
  • Supervises, maintains and handles foreign & local currency transactions

ATM Custodian

FirstBank of Nigeria
02.2013 - 02.2015
  • Serviced NCR and Hyosung ATM to ensure minimal downtime and ensure peak performance
  • Oversaw daily operations, cash availability, and escalates high-tech issues to ensure customer satisfaction
  • Reconciles ATM till and ensures prompt reversal of dispense error
  • Collaborated with cross-functional teams to ensure seamless installation and removal of ATMs at various locations.
  • Supported a safe working environment by adhering to safety protocols during all aspects of ATM maintenance and servicing tasks.

Funds Transfer/ Foreign Operation Officer

FirstBank of Nigeria
02.2013 - 02.2015
  • Complaint Management and customer support
  • Handles all clearing instruments and clearing function and process foreign and local transfer
  • Process in-bound and out-bound transactions like Western Union, MoneyGram, RIA etc
  • Promote company brand and unique offerings through personalized customer services
  • The branch’s support staff for internal and external customers
  • Handles account opening, ATM card issuance, fixed deposit, e-channel products enrollment and cross-selling of other Banks products

Customer Service Officer

FirstBank of Nigeria
02.2013 - 02.2015
  • Complaint Management and customer support
  • Handles all clearing instruments and clearing function and process foreign and local transfer
  • Process in-bound and out-bound transactions like Western Union, MoneyGram, RIA etc
  • Promote company brand and unique offerings through personalized customer services
  • The branch’s support staff for internal and external customers
  • Handles account opening, ATM card issuance, fixed deposit, e-channel products enrollment and cross-selling of other Banks products

Education

MSc. - Human Resources Management

ESUT Business school
01.2013

BSc - Computer Science

University of Uyo
Akwaibom, State
01.2006

SSCE/WAEC -

Federal Government College
Ikot Ekpene, Akwaibom
01.1999

Skills

  • Microsoft proficient
  • CRM software
  • Fast learning of any applications
  • Project management
  • Problem solving
  • Team work
  • Attention to detail
  • Excellent written and communication skill
  • Friendly, positive attitude

Accomplishments

Customer Experience champion 2023-2024

Celebrated as service champion in December 2024

Certification

  • Anti-Money Laundering and Terrorist Financing
  • Customer experience CX (Going further and beyond)
  • Financial crimes and Prevention: Customer Due Diligence
  • Information and cyber security policy awareness
  • Fraud & Fraud Management
  • Introduction to operational risk and managing operational risk

INTEREST

  • Training people and being trained
  • Travelling and mingling with people from different races and culture
  • Customer care
  • Dancing

Professional Affiliation

Nigerian Institute of Management (NIM), Graduate Member, 01/31/2008

Languages

English
Full Professional

Timeline

Head Customer Service & AML/KYC Compliance

FirstBank of Nigeria
01.2019 - Current

Head Financial

FirstBank of Nigeria
01.2016 - 01.2019

ATM Custodian

FirstBank of Nigeria
02.2013 - 02.2015

Funds Transfer/ Foreign Operation Officer

FirstBank of Nigeria
02.2013 - 02.2015

Customer Service Officer

FirstBank of Nigeria
02.2013 - 02.2015

BSc - Computer Science

University of Uyo

SSCE/WAEC -

Federal Government College

MSc. - Human Resources Management

ESUT Business school

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Nnenna Njumobi Ogbonna- Benjamin