Sherifat Oladoyin Balogun
Abuja,FCT
Summary
An experienced Customer Service Manager with over 10 years in the Nigerian banking industry, possessing strong leadership, communication, and problem-solving skills, committed to delivering exceptional customer service, driving business growth, and maintaining compliance with industry regulations and policies.
Overview
10
10
years of professional experience
11
11
years of post-secondary education
Work History
Service Manager
Keystone Bank
Abuja, FCT
02.2023 - Current
- Proven ability to manage customer service and drive process improvement
- Effective management of staffing and scheduling to ensure adequate coverage for customer service
- Skilled in resolving customer complaints promptly and professionally
- Strong budget management skills to ensure efficient and effective use of resources
- Comprehensive training and development programs to enhance team members' skills and knowledge
- Expertise in compliance with all relevant policies, procedures, and regulatory requirements
- Regular reporting on departmental performance, including customer satisfaction levels and staff productivity
- Exceptional communication, leadership, and problem-solving skills to excel in the role of Service Manager.
Service officer (Cash)
Keystone Bank
Abuja, FCT
08.2018 - 02.2023
- Accurately processing and handling cash transactions, including cash deposits, withdrawals, and transfers
- Ensuring that cash levels in the bank are maintained at appropriate levels and that there is adequate cash flow to meet customer needs
- Complying with all relevant policies, procedures, and regulatory requirements, including anti-money laundering and fraud prevention policies
- Maintaining accurate records of all cash transactions, including balancing cash drawers and preparing daily reports
- Providing excellent customer service to customers who visit the bank's cash counters and addressing customer concerns promptly and professionally
- Safeguarding cash against loss or theft and ensuring that all cash handling procedures are secure
- Participating in regular training and development programs to enhance skills and knowledge in cash handling and management
- Collaborating with other departments to ensure that all transactions are processed efficiently and effectively
- Forecasting cash needs and planning accordingly to ensure cash availability to customers
- Managing cash logistics, including cash delivery to branches, cash vault management, and cash transportation
- Reconciling all cash transactions at the end of each business day and resolving discrepancies
- Preparing and submitting cash flow reports to the management team and ensuring the accuracy of data
- Utilizing cash processing technology to improve efficiency and reduce errors in cash handling processes
- Preparing cash handling budgets and monitoring expenses to ensure cost-effectiveness
- Managing a team of cash handling personnel and ensuring their training, development, and performance management
Customer Service Officer
Keystone Bank
Abuja, FCT
01.2017 - 08.2018
- Providing front-line customer service to customers who visit the bank's branches or contact the bank through various channels such as phone, email, and chat.
- Assisting customers in opening new accounts, updating account information, and providing account-related information.
- Resolving customer complaints, disputes, and inquiries promptly and professionally.
- Identifying opportunities to offer additional bank products and services to customers to meet their financial needs.
- Processing a variety of transactions, including deposits, withdrawals, fund transfers, and bill payments.
- Complying with all relevant policies, procedures, and regulatory requirements, including anti-money laundering and fraud prevention policies.
- Maintaining accurate records of all customer interactions and transactions.
- Preparing sales reports and providing feedback to the management team on customer preferences and trends.
- Maintaining up-to-date knowledge of bank products and services and being able to articulate their features and benefits to customers.
- Collaborating with other departments, such as marketing and operations, to ensure the smooth delivery of bank products and services.
- Participating in regular training and development programs to enhance skills and knowledge in customer service and banking products and services.
- Gathering and analyzing customer feedback and making recommendations for improvement to the management team.
- Identifying opportunities for continuous improvement in customer service processes and procedures.
- Ensuring that all customer complaints are addressed in a timely and satisfactory manner.
- Managing a team of customer service representatives and ensuring their training, development, and performance management.
Fund Transfer Officer
Keystone Bank
Abuja, FCT
01.2013 - 01.2017
- Process a variety of fund transfer requests from customers, including domestic and international wire transfers, ACH transfers, and mobile money transfers.
- Verify the accuracy of all transaction details, including account numbers, names, and amounts, before initiating the transfer.
- Ensure compliance with all relevant regulations and policies, such as anti-money laundering and fraud prevention policies, when processing fund transfer requests.
- Monitor fund transfer activities for potential fraud or suspicious activities and report any suspicious transactions to the appropriate authorities.
- Maintain accurate records of all fund transfer transactions, including transaction details and supporting documents.
- Respond to customer inquiries and complaints regarding fund transfer activities and transactions.
- Collaborate with other departments, such as compliance and risk management, to ensure that all fund transfer activities are conducted in accordance with regulatory and policy requirements.
- Participate in regular training and development programs to enhance skills and knowledge in fund transfer activities and regulatory compliance.
- Monitor and analyze fund transfer trends and customer preferences to identify opportunities for process improvement and product development.
- Work with other departments, such as IT and operations, to implement new fund transfer products and services and ensure their seamless integration with existing systems.
- Provide support to other departments, such as customer service and account management, as needed.
- Ensure that all fund transfer activities are conducted in accordance with the bank's service standards and quality assurance policies.
- Maintain up-to-date knowledge of fund transfer regulations, policies, and best practices.
- Participate in special projects and initiatives related to fund transfer activities as assigned by the management team
Education
Bachelor of Science - Agriculture
university of ilorin
nigeria 09.2006 - 06.2011
W.A.E.C -
Modelak Science College
Ilorin 09.2000 - 07.2006
Skills
- Strong customer service skills, including the ability to manage customer complaints and identify opportunities to cross-sell bank products and services
- Leadership and management skills, including the ability to oversee and train a team of customer service officers
- Analytical and problem-solving skills, including the ability to identify and resolve issues related to customer inquiries and transactions
- Excellent communication and interpersonal skills, including the ability to build relationships with customers, stakeholders, and team members
- Knowledge of banking regulations, policies, and procedures, including anti-money laundering and fraud prevention policies
- Technical skills, including proficiency in banking software and electronic communication channels
- Sales and marketing skills, including the ability to identify opportunities to offer additional bank products and services to customers
- Adaptability and flexibility, including the ability to handle multiple tasks and change priorities in a fast-paced environment
- Excellent time management and organizational skills, including the ability to manage a high volume of customer interactions and administrative tasks
- Collaboration and teamwork skills, including the ability to work effectively with other departments and stakeholders to achieve common goals
Languages
English
Fluent
Yoruba
Fluent
Hausa
Beginner
Timeline
Service Manager
Keystone Bank
02.2023 - Current
Service officer (Cash)
Keystone Bank
08.2018 - 02.2023
Customer Service Officer
Keystone Bank
01.2017 - 08.2018
Fund Transfer Officer
Keystone Bank
01.2013 - 01.2017
Bachelor of Science - Agriculture
university of ilorin
09.2006 - 06.2011
W.A.E.C -
Modelak Science College
09.2000 - 07.2006
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