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 Managementundefined
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
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