▪ Led a team of Reconciliation Officers responsible for transaction validation, error resolution, and financial reporting across multiple payment channels.▪ Managed a portfolio of over 500 for both local and international clients and preparedperiodic compliance and regulatory reports on asset custodians to the Securities and Exchange Commission.▪ Implemented new reconciliation systems that improved efficiency by 23% and reducedmanual errors to zero. This led to the reduction of the bank’s outstanding income and receivables account balance from over N500million to less than N60million within a period of12 months.▪ Conducted weekly equity reconciliations of CSCS against clients' in-house software position, ensuring all variances are pointed out and reports are timely submitted to stakeholders.▪ Achieved 100% reconciliation of Eurobond trades, allotting units to individual client on the Bank’s system.▪ Prepared and provided the Central Bank of Nigeria with a weekly report on the assets under custody for each of the Bank’s foreign clients.▪ Increased the bank’s GIS clientele base by fostering and building relationships with clients and key personnel in the financial services sector.

▪ Handled and resolved over 90 daily virtual banking dispute cases, involving failed transactions, unauthorized payments and chargebacks, ensuring compliance with internal protocols and regulatory requirements.▪ Investigated customer complaints related to digital banking platforms, including mobile apps, internet banking, and card transactions, reducing unresolved cases by 13% in the past year.▪ Maintained a 98% adherence rate to Service Level Agreement by ensuring disputes were resolved within stipulated timeframes, contributing to enhanced customer loyalty.▪ Maintain detailed records of all dispute cases and resolutions in the CRM system, ensuring transparency and traceability of case history for audit purposes.▪ Assisted in optimizing the FAQ section of the online banking portal, leading to a 15% reduction in routine customer inquiries and a higher self-service adoption rate.

▪ Managed 130 inbound and outbound calls daily, providing timely and accurate information related to products, services, and account inquiries with an average customer satisfaction rating of 95%.▪ Resolved 93% of customer complaints on first contact, reducing the need for follow-up inquiries and improving efficiency.▪ Assisted in implemented a feedback loop for recurring customer issues, leading to an 11% reduction in repeat complaints.▪ Participated in creating a knowledge base for common customer inquiries, reducing average handling time by 15% and enhancing the efficiency of the support team.

▪ Analyzed claims data to identify trends and potential risks, offering insights for policy adjustments and improvements in underwriting.▪ Conducted risk exposure assessments for new clients, working closely with underwriters to develop tailored policies.▪ Assisted in managing the risk database, ensuring accurate record-keeping and facilitating effective risk reporting for internal and external stakeholders.