CUSTOMERS SERVICE/FUNDS TRANSFER OFFICER
INTERCONTINENTAL BANK PLC
April 2007 - February 2012 (4 years 10 months)
Customers Service Officer ;
As a frontline officer, I interact with the bank’s customers to provide them with information to address inquiries regarding our products and services.
I handled dissatisfied customers complaints as such made sure they are satisfied, though in accordance with the bank’s policies.
Sold the bank’s products and services to customers such as internet and mobile banking. I also provide information to assist customers in making decision about a product or service they desire.
Generate new accounts for customers, and then create them on internet and mobile banking platform.
Am also responsible for maintaining up to date records and customer profiles, managing KYC, and ATM requirements, maximizing customer operational performance by providing help desk resources and technical advice.
Fund Transfer Officer;
As a wire transfer officer, I enabled the instantaneous transfer of funds including both domestic and across border (FX transfers) thereby considering the banks compliance to statutory and regulatory requirements.
I proactively identified referral opportunities utilizing the fundamentals of the sales process by uncovering customer needs and suggesting bank products and services.
Handled remittance of regulatory returns such as bills and taxes upon receipt of authorization using Interswitch and paydirect platform.
Processed western union and MoneyGram transactions on customer’s request.
Prepare daily proof of transit accounts and monthly proof of all accounts.
Processed Managers Cheques request and issuance. Processed and transmitted all clearing instruments through the central and Zonal clearing unit in line with the Bank clearing procedure.
Processed salaries accounts and ensured quick credit to salary accounts. Processed standing order instructions/transactions.
Provides support in expense processing and posting and prepare daily expense monitoring report.
Implements immediate problem resolution process when there are system issues which includes notifying Management, computer room, Cash Management Support, as needed to resolve quickly to minimize or eliminate negative customer impact.
MARKETING DEPARTMENT (Relationship Officer)
Marketing of Bank’s branded products.
Business relationship management; Liaison with individual and corporate customers with regard to Banking needs and providing appropriate assistance in this regard.
Liability generation and maintaining relationships to ensure retention and growth of liability generated.