Olumide Lawal
Chargeback and Reconciliation Analyst
Lagos,LA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. With 7+ years of work experience and a proven knowledge in Reconciliation, Chargeback, Customer Service, Procedures standardization and back office operations.
Overview
8
8
years of professional experience
4
4
Certificates
14
14
years of post-secondary education
Work History
Chargeback Analyst
PALMPAY LIMITED
Lagos Mainland, Lagos
08.2022 - Current
- Evaluating disputed credit and debit card transactions.
- Managed complex problem-solving for upper management in order to complete projects on-time and within budget.
- Keep manager updated on outstanding issues for month-end reporting
- Maximize the recovery of chargebacks.
- Develop plans to prevent, when possible, future chargebacks.
- Review, monitor, and investigate customer accounts for any changes and/or discrepancies
- Follow up with merchants and internal departments to resolve problems and answer any additional questions or inquiries they may have
- Research chargebacks and build dispute cases.
- Communicate issues with merchants and other banks and negotiate to recover funds back
- Prepare accurate and appropriate responses to disputes.
- Reviewed account documentation for over 300 accounts, rectified issues and contacted vendors about account changes
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
- Increased customer satisfaction by resolving service issues.
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately
- Demonstrated respect, friendliness and willingness to help wherever needed
- Adhered to department processes, procedures and goal expectations for case investigations
- Analyzed, researched and resolved payment claims within required timeframes
- Used sound judgment and available resources to make well-informed decisions for case approval or denial
- Kept up to date on industry information, system changes, network rules and compliance issues
- Used critical thinking to break down problems, evaluate
- Identified fraud and reported suspected cases to appropriate contact.
- Resolved disputes by processing refunds and debits to cardholders or merchants.
- Investigated disputed credit or debit card transactions.
CHARGEBACK AND RECONCILIATION ANALYST
ACCESS BANK PLC (ICS LIMITED)
Lagos Island, Lagos
06.2021 - 08.2022
- Reconciled company bank, credit card and line of credit accounts, investigating and resolving discrepancies to keep accounts audit-ready.
- Maintained account accuracy by reviewing and reconciling checks monthly.
- Reduced financial discrepancies, effectively reconciling bank accounts and organizing information into accounting software.
- Strengthened financial operations by conducting bank reconciliations and financial reporting.
- Identified and suggested remedies for areas of improvement based on detailed daily reports and analysis.
Customer Care Officer
ACCESS BANK PLC, (ICS Limited)
Lagos Island, Lagos
11.2019 - 06.2021
- Developed and maintained courteous and effective working relationships.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Worked with customers to understand needs and provide excellent service.
- Exceeded goals through effective task prioritization and great work ethic.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours across night, weekend and holiday shifts.
- Resolved problems, improved operations and provided exceptional service.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
Customer Service Representative
DIAMOND BANK PLC (ICS LIMITED)
Lagos Mainland, Lagos
06.2016 - 12.2019
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Updated account information to maintain customer records.
- Recommended products to customers, thoroughly explaining details.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Collected and analyzed customer information to prepare product or service reports.
- Responded to customer requests for products, services and company information.
Mobile Banking Officer
Guaranty Trust Bank( INDUSTRIAL TRAINEE)
Ikorodu, Lagos
02.2014 - 03.2015
- Solutions and make decisions
- Coordinated timely responses to online customer communication and researched complex issues
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Established and monitored customer service standards by employing recognized and comprehensive benchmarks
- Tracked results of various promotional campaigns by gathering feedback from customers and recommended areas of improvement
- Developed working relationships with internal and external customers while assisting with account management duties
- Explained online self-help options to customers to promote additional and after-hours support choices
- Described product and service details to customers to provide information on benefits and advantages
- Monitored phone, e-mail and electronic database systems for incoming customer inquiries
- Provided company information and policies to customers upon inquiry and answered questions via phone, email or online chat
- Exceeded 85% quality goal by carefully applying scripts and personal knowledge to address and correct problems
- Maintained accurate and current customer account data with manual forms processing and digital information updates
- Listened to customers' questions and concerns to provide answers or responses
- Defused customer concerns with exceptional conflict and problem resolution skills
- Escalated critical customer issues to supervisor immediately to avoid lost revenue and canceled policies
- Worked closely with banking professionals to expand upon acquired training with practical knowledge.
Education
Bachelor of Science - Business Administration And Management
UNIVERSITY OF LAGOS
Lagos 08.2016 - 06.2023
ND - Business Administration
YABA COLLEGE OF TECHNOLOGY
11.2011 - 11.2013
High School Diploma -
BETHEL COMPREHENSIVE COLLEGE
Lagos 06.2004 - 05.2009
Skills
Project ManagementComputer proficiencyDeductive ReasoningTeamworkComputer skillsGood telephone etiquetteInterpersonal CommunicationAnalytical skillsMicrosoft OfficeMultitasking abilitiesProblem solvingTime managementFlexibility
Analytical reasoning
Financial Management
Certification
Project Management Professional Certificate (Google) 2022
Timeline
Chargeback Analyst
PALMPAY LIMITED
08.2022 - Current
Product Management (Entry Level)
04-2022
Project Management Professional Certificate (Google) 2022
02-2022
Project Management (Udemy)
02-2022
Fundamentals of Digital Marketing (Google)
01-2022
CHARGEBACK AND RECONCILIATION ANALYST
ACCESS BANK PLC (ICS LIMITED)
06.2021 - 08.2022
Customer Care Officer
ACCESS BANK PLC, (ICS Limited)
11.2019 - 06.2021
Bachelor of Science - Business Administration And Management
UNIVERSITY OF LAGOS
08.2016 - 06.2023
Customer Service Representative
DIAMOND BANK PLC (ICS LIMITED)
06.2016 - 12.2019
Mobile Banking Officer
Guaranty Trust Bank( INDUSTRIAL TRAINEE)
02.2014 - 03.2015
ND - Business Administration
YABA COLLEGE OF TECHNOLOGY
11.2011 - 11.2013
High School Diploma -
BETHEL COMPREHENSIVE COLLEGE
06.2004 - 05.2009