• Professionally deals with cases about mortgages, consumer credit, insurance, banking, payment services and E-money, scams, pension and investments.• Communicates financial regulatory terms to consumers in a simple term hence enabling them to make informed decisions and protecting them from harm. • Good and working understanding of the FCA handbook i.e BCOBS, ICOBS, CONC, DISP, PERG, SYSC and so on as well as the FCA Register.• Proven ability to gather intelligence and identity cases of non compliance with the regulatory standards. • The subject matter expert for the New Consumer Duty where I develop training materials, deliver training and serve as point of contact for any New Consumer Duty queries. • Strategically liaises with other teams to resolve complex queries and ensures timely feedback is given to both internal and external stakeholders.• Mentor, train and coach new team members. • Deputise for the Team Leader • Assume the role of a virtual floor walker, providing guidance to team members seeking assistance with challenging cases. • Expertly manage cases ensuring they remain within the defined SLA while consistently achieving QA scores ranging from 80%-100%.

* Maintained focus on analytical needs, including identifying critical metrics and delivered actionable insights to relevant decision-makers.* Identified new internal and external data sources to support analytics initiatives and worked with appropriate partners to absorb the data into new or existing data infrastructure.* Developed, designed, and deployed complex and enhanced dashboards and reports using Power BI, Excel, and SQL.* Created and maintained rich interactive visualisations through data interpretation and analysis, then integrated various reporting components from multiple data sources.* Executed complex computations, data cleansing and filtering to create accurate information from large data sets.

* Proactively addressed customer queries and complaints through various phone, email and social media channels and exceeded the 5.5 contacts per hour * Constantly exceeded the 5 contacts per hour target whilst maintaining established standards of service.* Functioned as the first point of contact for customers and provided first contact resolution for all contacts.* Promptly approached identified issues and problems before they arose, taking ownership of them and resolving them quickly.* Acted as a support buddy for new joiners by showing them how to use the AWS system, answering questions they might have and call shadowing.* Maintained a thorough and up-to-date knowledge of all current products and offerings to answer customer queries and accurately resolve issues or complaints.* Appropriately escalated issues to the appropriate unit when needed and followed up to ensure that customer’s need were met.

* Attended to 100+ customers daily, resolving common issues related to debit cards, credit, loans, savings and current accounts, escalated to appropriate departments when needed, and ensured optimum satisfaction. * Expertly handled a variety of disputes and facilitated quick and effective resolutions over the phone. * Trained and assisted entry-level customer service officers by helping them get accustomed to the company’s processes and procedures. * Acted as the relationship officer where I managed both retail and business accounts. * Handled customers’ financial transactions like cash deposits, cash withdrawals, transfers, and money order in accordance to bank’s policies and procedures. * Looked after the team in the case of the team leader’s absence and ensured that the department delivered all their deliverables. * Promoted bank’s products and services to customers like special savings accounts, money market etc.* Received consecutive “A” in appraisals from senior managers and team members.

•Acted as the first point of contact for visiting customers directing them to their preferred location.•In charge of office supplies of stocks/materials and supervised other administrative services.•Managed company’s social media accounts, ensuring that all enquiries were attended to promptly. •Resolved queries from employees and clients. •Prepared reports and presentations as assigned about monthly supplies and scheduled in-house and external events.