Deborah Odueke

• Reviewed and approved FX outflow, Trade Invisible transactions (school fees, living expense, mortgages, credit cards, personal home remittance, course fees, Business and Personal Travel Allowances, Form Q remittances for importation) in line with customers instructions and within defined service level agreements, ensuring accuracy and preventing loss of funds for both the customer and the bank
• Analyzed customer profiles to identify appropriate products and provide value-added approaches to client issues.
• Adhered to established security procedures and reported potential fraud or safety violations to management for immediate recourse.
• Collaborated with compliance department to eliminate procedural errors and margin breaks.
• Developed strategies to grow client base and implemented appropriate sales plans to target prospective customers.
• Utilized up-to-date information to make effective decisions governing bank operations.
• Supervised branch operations and made continuous improvements in each area.
• Co-managed the deployment of the bank’s bulk payments application, and lead the customer orientation process - improved processed payment volume by 54% and average turnaround time by 80%
• Consistently achieved and surpassed the set performance target for the tasks assigned to me

• Ensured that all enquiries and complaints raised via emails and telephone, proactively engaged walk-in clients to understand their need and provided resolution promptly and accurately ensuring excellent service delivery.

• Logged and resolved an average of 50 inquiries and complaints daily via multiple channels.

• Followed through with other processing units to expedite action on customer’s requests and notified customers of the resolutions reached or escalated as necessary.

• Built and sustained customer confidence by understanding their needs recommended specific product and service advisory to both internal and external clients.

• Cross-sold the bank’s products and services, facilitated new banking relationships (Individual and Corporate), mobilized deposits, and promoted the use of electronic banking platforms to reduce queues and improve service delivery in the branches.

• Provided frequent updates to all stakeholders during the investigation process and maintained tactfulness in confidential matters.

• Communicated the appropriate course of action to clients in a kind and tactful manner.

• Prepared the department’s weekly and monthly performance report analysis and presentation.

• Identified and reviewed redundant operational processes to reduce turnaround time by 35% and service level agreements (SLA’s).

• Three-time Team Lead and key member of Unit Welfare team who successfully planned and organized all social activities in the Unit and Division • Continuously worked as a team player to achieve group and individual goals.