customer relation / customer service officer
intercontinental bank / access Bank
January 2009 - January 2012 (3 years 1 month)
Ensuring superior management of accounts and various Banking products with a view of achieving set goal
Responsible for the client experience in terms of Investor Services Nigeria relationships and ensure that queries are addressed with Operations teams.
Ensure that relationship or market related queries are addressed in a timely manner
Responsible for coordinating delivery of cards, flowers, cakes etc to client contacts on their birthdays, anniversaries etc
Work closely with Investor Services Operations in delivering excellent services experience to all clients
Maintenance and retention of a portfolio of clients
Ensure impeccable data base of clients KYC documentations at every point in time.
Responsible for billing and follow up on outstanding fee collections for Direct Custody clients.
Follow up on all client contacts for Surveys and ratings every time a survey is open for participation
Build and retain strong, sustainable internal and external client relationships
Proactively work with Relationship Managers in driving and managing portfolio pipeline and activities
Prompt preparation and circulation of call notes from all client engagements e.g. visits, meetings, phone calls, conference calls etc through Sales Force – ensure Sales Force dashboard data is kept current, accurate and complete
Be up to speed with market/regulatory developments and to communicate the changes in the market to clients in good time as well as ensuring that the information communicated is accurate and comprehensive.
Manage the workflow dashboard and ensure it is up to date with all work currently being undertaken.
Work with Relationship Managers in developing proposals, pricing agreements and legal contracts for delivery to clients working with appropriate areas within Transactional Products and Services and Investor Services Sales Teams at centre.
Work with relevant Relationship Manager in managing Due Diligence requests, Request for Information, Request for Proposal, Questionnaires processes and deliver quality documents and presentations to clients and work collectively with Investor Services Relationship Managers and Product Sales teams at Centre.
Prepare and coordinate all presentations and presentation teams in terms of delivery to clients.
Work with the relevant Relationship Manager in coordinate Executive engagement with clients.
Actively participate in client on-boarding processes
Administer the Account Opening and KYC/AML processing for clients and provide them with the necessary market information and process flows.
Ensure the information contained within the market profile is always current and up to date.
Business origination and development within the portfolio
Proper administration of credit facility
Retail retention and increase of branch customer base.
Sourcing for new customer with indebt knowledge of bank product.
Marketing, sales strategy and creation of credible credits for maximum returns to the branch and organization
Identification and presentation of profitable and viable credit requests
Ensure proper market segmentation of banking product
Maximum monthly mobilization of deposit and branch cabal management.
Account and product documentation
Card management/ ATM dispute resolution.
Reference letter to Embassy, Government and companies on behalf of customers’.