VERA EKWEBELEM
Moncton,Canada
Summary
Highly experienced professional with a strong background in customer service and branch management. Demonstrated expertise in team leadership, optimizing operations, and resolving conflicts. Collaborative approach and ability to adapt to changing needs, consistently delivering high standards and achieving exceptional results. Trusted for reliability and proficiency in workflow management, staff training, and ensuring client satisfaction.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Assistant Branch Service Manager
Access Bank PLC
04.2021 - 02.2022
- Ensure excellent customer service experience with every customer interaction
- Coordinate and cooperate with team members within other departments to efficiently provide solutions to clients’ needs
- Monitored customer onboarding and performed checks on daily transaction processing which exceeded 550 daily for accuracy of transactions
- Supervised and provided leadership to branch personnel to adhere to bank code of conduct and Anti Money Laundering/Combating the Financing of Terrorism directives and guidelines
- Ensured staff were up to date with training and championed daily branch meetings for improved teamwork
- Improved administrative processes and models for reduced turn-around time for customer service
- Verified customer documents and requests and prepared reports on time
- Inspected workflows to streamline procedures for better excellent customer experience
- Responded to individual and corporate client queries and devised solutions to meet their needs
- Promote teamwork and team effectiveness and continuously improving knowledge in own area
- Maintained professional customer interactions with confidentiality of client information and bank records
- Developed and sustained business relationships with high net-worth customers
- Established and maintained communication with customers, internal departments and other stakeholders
Executive Trainee
Access Bank PLC
09.2017 - 04.2021
- Supported the overall day-to-day balancing of customer transactions and queries
- Contribute to the improvement and growth of branch customer experience through excellent service
- Responded and resolved customer concerns with bank products, services and policies
- Supported the timely completion of business processes and procedures
- Oversaw opening and closing of savings, current, corporate, term deposit accounts, fixed deposit accounts and other chequing accounts
- Ensured debit card, utility card, mobile app and internet banking requests were issued appropriately to customer satisfaction
- Advised customers regarding account discrepancies, possible upgrade and outstanding documentation
- Participated fully in personal performance management including update training with the team
Education
Master of Science Degree - Finance
University of Plymouth
01.2023
Master’s Degree -
University of Nigeria Business School
01.2020
Diploma in Bankers’ Entry Level -
Access Bank School of Banking Excellence (BAC accredited)
01.2017
Bachelor of Arts Degree - Mass Communication
University of Nigeria Nsukka
01.2014
Skills
- Communication
- Organizational
- Active listening
- Control and Compliance Policies
- Analysis
- Problem solving Skills
Training
- ALX- Financial Modelling and Valuation Analyst, 2022, online
- ALX- Virtual Assistant Course, 2022, online
- Chartered Institute of Bankers Nigeria, 2018, Associate
Languages
English
Native or Bilingual
Certification
ALX - Financial Modelling and Valuation Analyst
Associate, Chartered Institutes of Bankers CIBN
Timeline
Assistant Branch Service Manager
Access Bank PLC
04.2021 - 02.2022
Executive Trainee
Access Bank PLC
09.2017 - 04.2021
Master’s Degree -
University of Nigeria Business School
Diploma in Bankers’ Entry Level -
Access Bank School of Banking Excellence (BAC accredited)
Bachelor of Arts Degree - Mass Communication
University of Nigeria Nsukka
Master of Science Degree - Finance
University of Plymouth
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