SHADRACK OTENG OTI
Bank Operations
Greater Sudbury,ON
Summary
A customer oriented, all round performer who has the ability to deliver efficiently. A proactive team player, always ready to bring my skill set and expertise on board to contribute to the success of an organization. I possess many transferable skills coupled with experience and exposure from multi-national companies. Dedicated and hardworking with an internal drive to deliver excellence.
Overview
7
7
years of professional experience
Work History
Interim Operations Head/Teller Supervisor
Guaranty Trust Bank (GH) LTD
Accra, Ghana
04.2023 - 04.2023
- Uniquely manages the banking floor, and branch cash levels, and a versatile ATM custodian.
- Acts in the stead of the branch manager.
Supervisor of all banking floor tellers. - Performs quality checks of all branch-performed transactions.
- Verified transactions involving cashier's checks, money orders, and account transfers.
- Maintained optimal financial controls by securing funds and making accurate transactions.
- Verified amounts and integrity of every cheque or funds transfer.
- Resolved problems or discrepancies concerning customers' accounts.
- Reported daily averages and shortages to the operations department.
- Processed term deposits, retirement savings plan contributions, and mail deposits within processing time limits.
Funds Transfer Officer
Guaranty Trust Bank (GH) LTD
Accra, Ghana
02.2019 - 04.2023
- Ensure cash levels at the branch is adequate to efficiently run the branch.
- Manages the branch and offsite ATMs, ensuring cash levels do not fall below optimal levels and that chargebacks and refunds are promptly resolved.
- Ensure that all drafts are issued promptly to satisfy customers.
- Perform Foreign/ Local Swift Transfer duties.
Ensure that the various remittance disbursements are processed and effected promptly. - Balanced daily cash deposits and vault inventory with zero error rate.
- Adhered to regulatory and company security and audit procedures.
- Mentored and trained newly hired tellers to familiarize each with job responsibilities and organizational procedures.
- Used dynamic research and interpersonal skills to swiftly resolve customer issues.
- Supervised tellers to verify compliance with both federal and local regulations.
- Assisted with customer requests and answered questions to improve satisfaction.
- Identified the needs of customers promptly and efficiently.
- Posted journal entries in accounting software.
- Process all foreign/local currency cheques for collection lodged by our customers and ensure that we are reimbursed by the paying banks promptly.
- Handle all local/foreign Transfer transactions between customers.
- Take necessary corrective actions to ensure all necessary entries are passed accurately.
Promptly process customer salary instructions.
Customer Service Representative
Guaranty Trust Bank (GH) LTD
Accra, Ghana
09.2017 - 02.2019
- Promptly attend to customer complaints, correspondences, and inquiries to foster good customer/bank relationships.
- Engage customers on different products and services of the bank.
- Monitor and review the status of customers’ accounts and follow up with regularization of these accounts. (E.g. customer account update)
- Assisting customers understand their investment instruments.
- Develop and nurture strategic relationships with the customers to ensure strategic business objectives of the bank are achieved.
- Promptly attend to customer complaints, correspondences, and inquiries to foster good customer satisfaction.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Acquisition of new markets and establishing relationships with new customers.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- De-escalated problematic customer concerns, maintaining a calm, friendly demeanor.
- Consulted with customers to resolve service and billing issues.
- Escalated customer concerns, issues, and requirements to supervisors for immediate rectification.
- Maintained knowledge of current promotions, exchange guidelines, payment policies, and security practices.
- Mentored new employees on procedures and policies to maximize team performance.
- Contribute to the achievement of the Bank's Quality Objectives and improve upon the Total Quality Management Systems applicable to my role.
Operations Assistant (Cash Management Operation)
Standard Chartered Bank (Ghana) LTD
Accra, Ghana
08.2016 - 08.2017
- Capture all foreign currency-denominated cheques drawn on other
- Banks into the Foreign Outward Platform.
- Generate schedules and dispatch cheques to respective Banks.
- Prepare vouchers to effect payment on cheques presented for collection for which funds have been received.
- Organized and filed important company documents, spreadsheets, and reports.
- Answered work phones and route correspondence to the correct parties.
- Process Foreign Inward cheques (drawn on-us), and effect transfers via SWIFT messages MT202, MT205, MT299, and MT999 to settle respective presenting banks.
- Respond to queries and investigations from internal stakeholders as well as other Banks.
- Management of the Call back and duplicated queues with regards to prompt response to issues arising from processed transactions.
Education
Post-Graduate Certificate - Business Analytics
Cambrian College of Applied Arts And Technology
Greater Sudbury, ON05.2023
MBA - Finance
University of Ghana, Business School
Ghana10.2022
[ACCA PART 1] - Accounting
Benchmark Training Institute
Ghana09.2019
Bachelor of Arts - Economics & Information Studies
University of Ghana
Ghana05.2016
Skills
- Verbal and Written Communication
- Relationship Building
- Task Prioritization
- Problem-Solving
- Product and Service Sales
- Regulatory Compliance
- Data Entry
- Information Processing
- Customer Service-Oriented
- Honest and Dependable
- Attention to Detail
- Staff Assistance
- Fraud Detection
- Financial Statements
- Fee Calculation
- Business development
- Effective Communication
Languages
English
Full Professional
Volunteering
- Nouvelle Étoile Community School (May 2012 - June 2013)
Community Math and Science teacher where I taught Math and Science to the younger folks in my community as a way of giving back.
Timeline
Interim Operations Head/Teller Supervisor
Guaranty Trust Bank (GH) LTD
04.2023 - 04.2023
Funds Transfer Officer
Guaranty Trust Bank (GH) LTD
02.2019 - 04.2023
Customer Service Representative
Guaranty Trust Bank (GH) LTD
09.2017 - 02.2019
Operations Assistant (Cash Management Operation)
Standard Chartered Bank (Ghana) LTD
08.2016 - 08.2017
Post-Graduate Certificate - Business Analytics
Cambrian College of Applied Arts And Technology
MBA - Finance
University of Ghana, Business School
[ACCA PART 1] - Accounting
Benchmark Training Institute
Bachelor of Arts - Economics & Information Studies
University of Ghana
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