OLOFINTILA YETUNDE DABERECHUKWU

Customer Onboarding (New, existing customers/Channel Partner onboarding)

• Proactively review customers onboarding documents (KYC and implementation documents) for correctness and completeness for project request log
• Such as CAC documents, Proof of business operating address for the company, Valid primary identification documents, Merchant form, MEMART, Certification of Incorporation, PSSP number, SCUML certificate, Product Agreement, Settlement letter, Award letter, System access form, Operating licenses, Due Diligence form, Completed and signed IRD's and PID'S, etc
• Achieve full KYC documentation, archiving & retrieval for 100% of all new customers, prior to implementation of solution and/or delivery of service/products creation
• Ensure compliance to regulatory directives shared by Compliance Team as directed by the Regulator
• Follow up with Account executives to obtain any outstanding documents which deferral was sought for
• Quarterly review of list of merchants with deferrals and expired licenses working closely with the Compliance Team

Project monitoring and delivery

• Co-ordinate the execution of projects by working with the Sales Team and SME’s (PMO, Compliance and Application management Teams) to churn out projects in less time to reduce the number of missed implementation deadlines
• Align the Company’s budget to that of the Sales executive budget for one off projects and recurring transactions project
• Target along finance records with that of Project Managers for Revenue recognition for projects implemented and signed off
• Ensure that the implementation team pro-actively provide weekly project implementation progress reports to customers and account managers/account team on 100% of all ongoing projects throughout the fiscal year
• Conduct customer satisfaction survey for all Project completed and ensure result is not less than 90%
• Daily, weekly review and monitoring of projects under "initiation request" and "deals under implementation" from dashboard and Microsoft Dynamics AX
• Noting the age analysis
• Collaborate with PMO/App management team for resources to be promptly assigned to the projects and all documentation are complete for smooth execution
• Monitor closely the monetary value and count of projects progressing along the chain
• Worked with the AX Team to consolidate all Projects for implementation on Dynamics AX platform

New Hire Onboarding

• Developed the Sales New Hire Onboarding programme along with the Consultant and the Human Resources Team for both New joiners and staff on rotation
• Work with the Human Resources department to ensure Sales network new hires in the various units have a comprehensive onboarding process with a high Time To Productivity index
• Ensure smooth execution of design Learning and development module as it pertains to trainings and Individual Development Plans as designed by both HR and insight and Growth unit
• Monitor the acceptance and adaption rate of the Client's engagement tools
• Liaise, organize and execute training workshops for the new hire along with relevant Businesses on Products papers, Battle cards, Brochure, Collaterals etc
• Worked with the Enterprise Team to constantly update the Sales Repository Library for new hires to access product papers, this is to enhance their knowledge in order to reduce Time-To-Productivity TTP

Staff exiting/leave

• Ensure exited staffs go through the designed staff exiting process and adhere to the conditions stated
• Working with the various Group Head, ensure proper handover is done and documented accordingly
• Secure proper handover note is written, and the account management transfer procedure are effected for new staff and exiting staff on CRM
• Ensure the relief understands the content of the handover note by signing the account exchange form
• Be in the copy of the mail on exit clearance sent by HR to the employee/Group head and ensure it is properly entered on the Enterprise platform

Contract lifecycle management and Administration

• Monitor the contract drafting and execution process for new products/projects
• Observe, monitor and track the process of the Contract request path on the portal
• Accelerate and own the process of contract execution
• Reviews and notes customers’ name, account owner, the terms and conditions, financials, agreement tenor, product being offered, termination and renewal of agreements, etc
• Custodian of executed Legal documents between Sales Network and its customers
• Ensure proper archiving and easy retrieval of executed contracts
• Worked with the Enterprise and Legal team to design and create the process to calendarize the contract renewal system such as expiration, renewal dates and termination to ensure the contracts are timely renewed and exit terms met by ISW
• For Contracts that require renewal, ensure that all internal stakeholders & external parties are notified in advance 6-months/3-months/30-days prior to contract expiration/renewal
• Note and document special agreements in respect to pricing and clauses imbedded in such

Quote management

• After the price book was developed, own the process of checking special pricing/discounting approval, analysing the associated terms and monitor till approval is gotten Stakeholders
• Ensure pricing/rebates given to key accounts customers and other large customers are properly documented
• Maintains a database of all approved pricing and their validity, as well as its terms for future referrals
• Assisted the Sales executives to share pricing information and terms with customers when they were not available or in transition

• Ensured my Team recorded successful migration from the Bank’s old CMS (i-sight Customer Management System) to the current Microsoft Dynamics 360 CRM (Customer Relation Management) platform
• Ensure customers Complaints, Enquiries and Service request logged on CRM against the Unit are resolved within SLA stipulated on the enterprise portal
• Initiate engagement with other SBU to ensure complaints are resolved within agreed SLA and escalate any exceptions
• Provide the Call Centre Team and other Business Units with feedback to resolve complaints timely
• Create monthly reports on branch and product migration, dormant account reactivated, standing instruction maintenance, mobile app activation, and unit transaction volume report
• Responsible for data quality and preparation of reports for decision making by analysing the data from branches through customer requests, complaints, compliments and call centre call outs, requests, and complaints resolution
• Provide adequate segmentation for customer products according to volume of request per season or trend analysis for a given period or required time frame for Exclusive, High Networth and Politically exposed individuals
• Monitor spike in peculiar requests and matching them with social or and economic environment and present findings and solutions to management where required
• Provides specific reports to Head of operations Division which may be streamlined with specific requests from management or by policy
• Ensure data protection and optimization to given data for timely translation into reports that enable decision making for management
• Regular tracking of account opening figures, incomplete documentation, wrong data in the system, failed migrations, failed sweep requests, tanked standing instructions, wrong account opening attachments, wrong product sales and mismatch services to customers
• Responsible for tracking and monitoring of new product performance, breached service level agreements, implementation of operation ideas and key performance indices
• Prompt engagement with vendors and branches where attention to trends and patterns are changing or shifting which would affect customer service and retention
• Undertake root cause analysis for the identified major transaction drivers when a spike occurs
• Liaise and provide support to other SBU to improve upon solution(s) and further reduce specific complaint type received from external and internal customers
• Ensure reassignment of stale items from the branches and other Units to CCS Team are monitored and reduced drastically
• Ensure all requests logged before 5pm are concluded daily
• Monitor and prepare weekly/daily reports on cases (complaints, enquiries and service requests) logged on the CRM platform for the Divisional head/unit head
• Maintain customers' information and updating details on the Banks database
• Verify customers’ data to detect and identify potential financial fraud
• Constantly working with the CRM implementation Team, IT Unit and Customer Experience team to ensure Unit’s smooth Task and Case configuration

• Resolving customer complaints on the enterprise portal, over the phone or via correspondence
• Escalating and following up with other teams to ensure complaints are resolved within the SLA
• Providing the Call Centre Team with feedback to resolve complaints timely
• Providing customers with technical support on internet banking, mobile app, USSD related issues and other maintenance procedures created with company products
• Maintaining customers' information and updating details
• Verifying customer data to detect and identify potential financial fraud
• Opening new bank accounts for individuals and corporate clients
• Keeping accurate records of discussions and correspondence with customers
• Initiate engagement with other SBU to provide possible improvements in customer service and company’s products
• Upskill and train personnel to deliver high standard of customer service and complaints resolution skills
• Learning about new products and services and keep to date with changes
• Responsible for the monitoring and evaluating the Bank’s complaint resolution process in CPD division
• Ensure the resolution of all customer complaints that come in via various channels within the timelines as stipulated in the Complaint Process
• Provide relevant business units with strategic data from the complaint reports for service process evaluation and improvement
• Periodic analysis of root causes of complaints and recommending relevant corrective and preventive actions.

• Deliver qualitative services to customers
• Promote the Banks’ products and services
• Build customer relationships
• Maintain and manage existing accounts
• Capture new accounts, current, savings, time deposit, saving certificates, call accounts, term accounts, etc
• Maintain customer database and update periodically
• Ensure best practices in rendering services to customers
• Answer questions about account types and banking products, such as CDs, money market accounts, loans and credit cards, lifestyle services, etc
• Check on the status of customer accounts and track cheques and payments
• Review and explain account charges, such as account balances and interest rates and fees
• Escalate complaints from Bank’s victims of fraud, theft or identity theft to respective Units
• Review reported suspicious activity, reversing transactions and reissuing compromised debit and credit cards
• Contribute to the profitable growth of the Bank in line with the strategic guidelines and the bank policies and procedures
• Receiving complaints from customers, register them & deliver it to the appropriate Team
• Resolving customer complaints on the enterprise portal, over the phone or via correspondence
• Providing customers with technical support on Internet Banking, Mobile app, USSD related issues and other maintenance procedures created with company products
• Verifying customer data to detect and identify potential financial fraud
• Customer cheque book maintenance on the Bank’s Enterprise platform
• Branch GL reconciliation working with the E-Business Team

• Answering calls professionally
• Receiving and transferring calls for Customers and staffs
• Researching required enquires and information for customers using available resources
• Handling and resolving customer complaints
• Applying the proper telephone etiquette to satisfy various customer situations
• Identifying and escalating priority issues
• Providing customers with product and service information
• Performing other duties as assigned
• Receive customer feedback for the further development of the company
• Preparing list of frequently asked questions (FAQ) put across by customers with the accepted solutions to the FAQ's.

• Cheque confirmation
• Marketing of prospective customers & relationship management of existing customers
• Credit Analysis, preparation & Loan Administration
• International Trade/FX Transactions
• Credit and Risks Management
• Relationship and customer complaints management
• Income /Revenue assurance and preparation of daily, weekly, and monthly report profitability/performance reports
• Management of the group treasury related products, demand and tenured deposits
• Marketing of the Bank’s risk, Treasury and investment products
• Financial advisory roles to customers
• Management of credit clients- Import Finance Facilities, Term Loans, Overdraft facilities, Bank Guarantees
• Management of various transaction types- Letter of credit, Bills for collection and export trade transactions.