Facilitating production activities.

Facilitating production activities.

• Managed escalated complaints and improved customer satisfaction metrics from 85% to 96% through timely and thorough investigation and resolution of complaints.• Monitored, created analysis and presented reports on fraud data for management teams, regulators and other stakeholders’ review. • Monitored compliance of the Bank’s digital products with regulatory guidelines and implemented corrective measures.• Mentoring and training of new electronic fraud investigation officers, fraud analysts and general investigation officers.

• Provided audit assurance functions through risk-based operational audits of over 700 branches of the bank.• Performed quality assurance reviews which led to implementation of automation of charges collection resulting to over $2million revenue generated annually.• Prepared internal audit reports for management and Board and followed-up on resolution of outstanding open items from audit observations.

• Performed continuous risk assessment of branch offices to facilitate fraud detection, resolve ledger inconsistencies and probe transaction outliers using SQL query and data analysis using Microsoft excel.• Ensured zero infraction from non-compliance to the Central Bank's Circulars, Banking sector regulations, and laws through proactive regulatory reviews, monitoring and reporting of accounts and processes.