Ekuase Ehimwenma Email & Phone Number

Nigeria

• Coached and handled a team of 20 Customer Service Representatives effectively and ensured excellent customer experience.• Effectively controlled, supervised and provided leadership for branch operations staff.• Ensured customer satisfaction and excellent customer service delivery is in line with the bank's laid down processes and regulatory guidelines and provided information on banking products, policies, and services.• Reviewed the branch balance sheet and suspense account daily and ensured balances in transit accounts are liquidated to reflect true balance sheet status by end of the day.• Ensured proper reconciliation of the branch financials such as account payable and receivables, assets and liabilities, and other general ledgers affecting the true position of the balance sheet monthly.• Managed the branch's automated teller machine by verifying and balancing transactions and ledger entries.• Ensured effective cost control and proper validation of expense against budget and ensured approved vendors and contractors take up minor and major projects and deliver according to an approved standard leading to steady growth of branch profit.• Effectively communicated with the bank clients through telephone, email, and traditional mail and resolved their queries and doubts about financial planning and suggested suitable investment options.• Obtained and processed information required for the provision of banking services such as account opening (savings and Checking), investment plans (treasury bills, private and commercial bonds, fixed income investments and purchase of government monetary instruments.• Prompt resolution of customers’ requests and inquiries such as discrepancies surrounding customers' accounts requests for stop checks and the issuance of reference letters account statements and letters of non-indebtedness.• Ensured proper documentation and strict adherence to Know Your Customer and Know Your Customer Business requirements and guidelines.

Benin City, Edo, Nigeria

• Provided both business and personal banking customers with essential products such as digital banking, telephone & self service points to meet their needs.• Developed and retained relationships with new and existing customers through active management of portfolios and providing solutions to meet customer needs, as well as exceeding customer expectations in terms of ETA, efficiency, and professionalism.• Reviewed new and existing loans to always prepare loans and renewals based on client needs and carried out due diligence, credit investigations, security inspections and legal searches as required not undermining the 5 C’s of credit.• Delivered multi-channel proposition by providing service excellence, and educating customers about the best solutions to meet their needs.• Delivered exceptional customer experiences by building and maintaining strong relationships with new and existing customers.• Reactivated over 160 dormant accounts annually through customer follow-up and networking.• Most profitable Financial Service Associate in the region, surpassing sales and Profit Before Tax (PBT) budgets consistently.• Proactively drove referrals to business partners and specialists to ensure that customers are provided with the best possible solutions.• Effectively questioned and listened to business and personal banking customers towards understanding their financial needs and delivered high standards of service.

Abuja, Federal Capital Territory, Nigeria

• Listened closely during conversations with commercial and retail banking customers, providing solutions to needs and making recommendations based on extensive product knowledge.• Provided excellent customer care by responding to requests, assisting with product selection, and handling ordering functions.• Built and maintained strong, positive relationships with commercial and retail banking customers.• Played a key role in addressing concerns and providing guidance to customers and partners; being accountable for problem solving and raising matters to the appropriate teams.• Delivered outstanding sales support with transactions related to financial products and services to provide complete and correct solutions the first time.• Engaged in difficult conversations with customers on a subject like Anti-Money Laundering, sanctions, complaint handling and estate planning.• Gathering and analyzing data to identify and solve complex problems. Used sound understanding of process/policy risk when recommending exceptions outside general guidelines.• Acquisition and retention of commercial, and retail banking clients through networking and referrals.• Offered advice and guidance on available alternative banking, digital and self-serve options to make it easy, simple, and fast to the bank.• Executed tasks within relevant service level agreements and comply with legal and regulatory requirements, including Anti-Money Laundering and Terrorist Financing report.• Increased ATM commission fees by 98% between 2010 to 2011 through the aggressive sale of Credit and Debit cards to customers.• A complete reconciliation of 75 assigned general ledgers monthly as a member of the bank’s GL Integrity Team to aid Management decision-making.• Appointed to train end-users on newly deployed core banking applications and a resource person for the deployment of the ATM reconciliation tool.

Higher National Diploma, Mass Communication/Print Option

National Diploma, Mass Communication/Media Studies