Ukachukwu Ndubuisi Etonye

As Business Development Officer I am responsible for driving business growth by identifying market opportunities, supporting service delivery teams, and implementing marketing initiatives. Provide strategic support to enhance brand visibility and ensure service excellence.

Key Responsibilities

• Identifying new businesses leads and following through with existing contracts/jobs.
• Build and maintain strong relationships with existing and prospective clients.
• Collaborating with the internal teams to ensure project deliverables meets client expectation.
• Providing reports on business development activities and results for management.

As Head Teller and Cash Officer, I led the branch's cash operations and teller services, ensuring operational efficiency, regulatory compliance, and excellent customer experience. I provided oversight for vault management, ATM uptime, and customer engagement, supervised a team of five (5) tellers staff, while also supporting the bank's digitization drive.

Key Activities

• Maintained and updated the branch vault register and cash book, ensuring accurate records of all cash transactions are kept for audit purpose.
• Managed vault cash holdings within approved limits under the bank's cash optimization framework, balancing liquidity and security.
• Supervised daily teller operations, authorized high-value transactions, and ensured end-of-day balancing and reconciliation.
• Submitted timely and accurate bi-weekly and monthly General Ledger (GL) proofs; monitored account movements and flagged discrepancies for resolution.
• Oversaw the functionality and servicing of the branch's ATMs, achieving and sustaining uptime in line with performance KPIs.
• Educated customers on digital banking platforms (internet banking, mobile app, USSD), supporting digital adoption and reducing in-branch transactions.
• Handled escalated customer complaints related to teller services and ensured swift, professional resolution.
• Cross-sold banking products and services, enhancing customer relationships and contributing to revenue targets.
• Ensured full compliance with internal control policies, operational procedures, and regulatory requirements at teller points.
• Maintained proper documentation and supported periodic audits, consistently achieving positive audit outcomes.

As a Customer Service Officer and Sales Executive at Ecobank Nigeria Limited, I played a vital role in delivering high-quality customer service while supporting branch-level sales and digital transformation goals. I consistently ensured compliance with internal controls and regulatory standards, while driving customer engagement across multiple banking channels.

Key Activities

• Delivered prompt, courteous, and efficient services to walk-in and remote customers, contributing to high levels of customer satisfaction and loyalty and retention.
• Accurately reviewed and processed account opening requests, ensuring all applications met the bank's documentation and regulatory compliance requirements before activation.
• Effectively processed and coordinated the issuance of cheque books and debit cards, ensuring accurate documentation and timely delivery to customers.
• Successfully onboarded new and existing customers onto Ecobank digital channels (internet banking, mobile app, and USSD), increasing digital adoption and reducing in-branch traffic.
• Handled customer requests for account updates, upgrades, and reactivation with a focus on speed, accuracy, and compliance.
• Managed in-branch and inbound customer complaints and inquiries; ensured issues were resolved promptly or escalated appropriately, with regular follow-up and feedback to customers. Achieved high first-contact resolution rates.
• Ensured timely rendition of Know Your Customer (KYC), Suspicious Activity Report (SAR) and other regulatory reports; maintained up-to-date and accurate customer records in line with compliance standards.
• Maintained and organized all customer instruction registers and transactional files in accordance with bank policies, safeguarding confidentiality and audit readiness.
• Worked collaboratively with internal teams (operations, IT support, and compliance) to enhance service delivery and operational efficiency.

In this role, I managed critical cash and fund transfer operations within the branch and across a cluster of branches, ensuring accuracy, compliance, and excellent customer service. I also contributed to operational efficiency at the clearing hub and supported business growth through sales lead generation.

Key Activities

• Processed customer requests for local and international fund transfers, ensuring compliance with banking regulations and internal controls.
• Scheduled and processed outward clearing cheques, preparing caution notices to mitigate fraud risk and ensure smooth settlement.
• Acted as the official representative for multiple cluster branches at the clearing hub, coordinating inter-branch clearing operations and liaising with clearing authorities.
• Generated and submitted comprehensive daily reports on clearing activities for cluster branches, supporting transparency and audit readiness.
• Handled cash payments, deposits, and processed funds for credit card holders (iCard), ensuring accuracy and timeliness.
• Proactively identified sales opportunities during customer interactions and generated quality leads for the sales team to cultivate, supporting business development goals.
• Maintained adherence to Know Your Customer (KYC), Anti-Money Laundering (AML), and other regulatory requirements in all transaction processing activities.
• Supported branch audits by maintaining accurate transaction records and documentation, contributing to positive audit outcomes.