Summary
Overview
Work History
Education
Skills
Timeline
Certification
Additional Competencies
Generic

Olajide Tijani

Regina,Canada

Summary

Detail-oriented and client-focused professional with experience in banking operations, fraud prevention, and customer service across financial institutions. Skilled in investigating unusual account activities, mitigating fraud risk, and delivering exceptional client experiences. Adept at problem-solving, decision-making, and documenting investigations while maintaining strict confidentiality and compliance with banking standards. Seeking to leverage expertise in fraud detection and client relationship management as a Fraud Agent at CIBC.

Overview

16
16
years of professional experience
1
1
Certificate

Work History

Customer Support & Operations Analyst

DIT & Telecoms Canada
01.2024 - Current
  • Supported customer inquiries in a high-volume environment, maintaining a first-call resolution rate of 90%.
  • Increased fraud detection accuracy by 20% by adopting new transaction monitoring tools and fraud-prevention protocols.
  • Recognized for exceptional attention to detail and accuracy in updating customer profiles and transactional records.

Client Service & Banking Support Specialist

TAJBank Limited
03.2020 - 12.2023
  • Own and resolve technical support cases with high customer satisfaction, through chat, ticket systems, and screen-share sessions with enterprise clients.
  • Log, track, and resolve incidents related to card and e-banking channels in line with ITIL/ITSM standards.
  • Analyze root causes for recurring issues and recommend preventive measures to improve uptime.
  • Support upgrades, patches, and system migrations, including UAT and production verification testing.
  • Prepare daily and monthly performance reports for card transactions, system uptime, and incidents.
  • Ensure compliance with internal controls, CBN regulations, PCI-DSS, and card scheme standards.
  • Support audit reviews by providing required system logs, reports, and incident histories.

Card Services Support

Unity Bank Plc
03.2018 - 02.2020
  • Provide daily operational support for debit, credit, and prepaid card platforms.
  • Monitor and resolve card transaction failures, declined transactions, and reconciliation discrepancies.
  • Coordinate with card schemes (Visa, Mastercard, Verve, etc.) and switching partners to ensure smooth settlement and dispute resolution.
  • Investigate and escalate fraud or unusual card activity, ensuring compliance with regulatory and bank policies.

Customer Care & Fraud Support Representative

Unity Bank Plc
08.2015 - 03.2018
  • Educated clients about banking products, enhancing client satisfaction and retention.
  • Served as first contact for retail clients, managing inquiries, transactions, and account issues.
  • Resolved complex issues and connected clients to solutions, exceeding service KPIs with 95%+ client satisfaction.
  • Monitored transactions for irregularities, escalating fraud cases to minimize losses.
  • Investigated unauthorized transactions, documenting outcomes and restoring account access.
  • Collaborated with fraud and risk teams to solve cases and recover accounts.
  • Consistently achieved service KPIs, reducing investigation backlogs.

Electronic Channels & Platform Support

Unity Bank Plc
04.2009 - 08.2015
  • Monitor ATM, POS, and payment gateway systems for uptime and incident response.
  • Provide Level 1 & 2 support for internet and mobile banking platforms, ensuring prompt resolution of service issues.
  • Perform end-of-day and start-of-day system checks, verifying system availability and reporting issues to relevant teams.
  • Ensure system integrations (core banking, switch, card management systems) are functioning optimally.

Education

Bachelor Of Science - Electronics & Computer Engineering

Lagos State University
Lagos
01.2007

Skills

  • Operational Excellence
  • Customer Service
  • Team Leadership
  • Microsoft Office
  • Coaching and Mentoring
  • Safety Compliance

Timeline

Customer Support & Operations Analyst

DIT & Telecoms Canada
01.2024 - Current

Client Service & Banking Support Specialist

TAJBank Limited
03.2020 - 12.2023

Card Services Support

Unity Bank Plc
03.2018 - 02.2020

Customer Care & Fraud Support Representative

Unity Bank Plc
08.2015 - 03.2018

Electronic Channels & Platform Support

Unity Bank Plc
04.2009 - 08.2015

Bachelor Of Science - Electronics & Computer Engineering

Lagos State University

Certification

  • Payment Certified System Engineer, Thales (UK)
  • Certified Scrum Master, Scrum Alliance
  • COBIT 2019 Foundation, ISACA

Additional Competencies

  • Strong knowledge of card management systems (e.g., PRIME, Postilion, Base24, Way4, or similar).
  • Familiarity with banking switches, payment gateways, POS, and ATM operations.
  • Knowledge of core banking applications (e.g., Temenos T24, Flexcube, Finacle).
  • Understanding of electronic payment standards (EMV, ISO 8583 messaging, PCIDSS).
  • Strong problem-solving, analytical, and incident management skills.
  • Ability to work in 24/7 operational support environments if required.

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Olajide Tijani