• Provide overall management of the Customer Service unit and related customer-facing programs and services• Oversee the implementation of processes and operating procedures by the customer service unit to provide efficient and effective customer service.• Oversee the process and respond to all escalated complaints and inquiries in a timely and professional manner by investigating, evaluating and implementing solutions as well as communicating to management on applicable resolutions and… Show more • Provide overall management of the Customer Service unit and related customer-facing programs and services• Oversee the implementation of processes and operating procedures by the customer service unit to provide efficient and effective customer service.• Oversee the process and respond to all escalated complaints and inquiries in a timely and professional manner by investigating, evaluating and implementing solutions as well as communicating to management on applicable resolutions and outcomes• Provide direction to the customer service unit to ensure adherence to service quality standards as well as compliance with specific customer service objectives.• Ensure focus is service excellence, communication/transparency, innovation, and data integrity and work flow integration Show less

• Administered and Processed expense claims and account payable for about 50 employees in the branch.• Authorized payments requests for all the branch staff.• Generated reports to aid reconciliation of the branch’s general ledger accounts while also reconciling these accounts daily.• Reviewed and recorded the branch’s vault local and foreign currency cash inflows and outflows making sure it is balanced at the end of each day. • Maintained customer/ department files &… Show more • Administered and Processed expense claims and account payable for about 50 employees in the branch.• Authorized payments requests for all the branch staff.• Generated reports to aid reconciliation of the branch’s general ledger accounts while also reconciling these accounts daily.• Reviewed and recorded the branch’s vault local and foreign currency cash inflows and outflows making sure it is balanced at the end of each day. • Maintained customer/ department files & records.• Processed, recorded, and reconciled the branch’s settlement services while ensuring they were done timely to avoid penalty from the authorities and making sure to escalate issues timely.• Processed and authorized electronic funds transfers as well as cheque issuance and authorization.• Managed a team of 10 transaction officers, supervising, authorizing, and reconciling all their cash and cheque payments and electronic funds transfers.• Processed the branches accounts reconciliation reports for bank wide and regulatory reporting. Show less

• Provided in-person, front counter customer service responding to inquiries, providing advice and information, and resolving customer issues.• Demonstrated analytical and problem-solving skills probing for information, assessing situations and determining appropriate course of action as regards customer complaints• Prepared customer correspondences• Effectively analyzed information to determine the underlying needs of the customer beyond those that may have been initially… Show more • Provided in-person, front counter customer service responding to inquiries, providing advice and information, and resolving customer issues.• Demonstrated analytical and problem-solving skills probing for information, assessing situations and determining appropriate course of action as regards customer complaints• Prepared customer correspondences• Effectively analyzed information to determine the underlying needs of the customer beyond those that may have been initially expressed• Planned and organized customer request such as account opening, account reactivation, dispute claims, e-banking and investment setup prioritizing workloads while maintaining efficiency and accuracy Show less