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
Lagos01.2007
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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