Experience

Titan Trust Bank

• Nigeria
• Banking
• 100 - 200 Employee

• Team Lead, Digital Channels

  • Oct 2019 - Present

  • Spearheaded the review of Debit and Credit card transactions to identify issues and customer pain points, recommended solutions and collaborated with stakeholders to implement solutions which resulted in a 96% card transactions approval rate. • Set up the chargeback unit, card production and POS unit. Designed parameters for all users (Bank-Wide) to be on-boarded on the POS monitoring application and conducted end users training. This resulted in an improved POS uptime and increased revenue by 18%. • Utilized data visualization tools to effectively communicate card issuance (Debit and Credit Card) business insights. Achieved a 99% instant debit card activation rate. • Facilitated utilization of Instant cards issuance and pin activation machines through bank-wide comparative performance analysis which resulted in 32% increase in card issuance revenue. • Increased the team’s POS collections from ₦12M in terms of value to over ₦200M monthly collection in the last 2 years. • Developed and implemented an integrated customer marketing plan, which addressed wealth creation, wealth preservation, wealth enhancement and lifestyle enhancement; this was achieved through an in-depth analysis of the customer’s balance sheets so as to identify opportunities and match these opportunities to products/solutions provided by the bank. • Managed card fulfilment stock monitoring, identifying needs for stock replenishment, liaison with card customers regarding their stock levels and managing reorders to ensure continuity of service and similarly overseeing the secure destruction of stock during customer offboarding. Show less



Zenith Bank Plc

• Nigeria
• Banking
• 700 & Above Employee

• Card Product Development Officer

  • Jun 2018 - Sep 2019

  • Designed parameters for card transaction reports and reviewed post-migration transaction reports with the card operations lead for informed decision-making and recommendations. • Assisted in developing new product strategies that focus on adding value to the customers and creating opportunities to expand the relationship. • Evangelized product plans and visions to energize and excite customers giving visibility to our long-term strategies. • Managed product release plans and all required activities for sales enablement, marketing communication, customer adoption, engineering priorities. • Communicated with customers and continually gather market intelligence ensuring this content remains current. • Coordinated the development of customer retention programs. Coordinated and facilitated card products training sessions. Show less



Visa Merchant International

• Fraud Monitoring, Dispute Resolution & Chargeback Officer

  • Oct 2015 - Feb 2018

  • Investigated, validated, and responded to ATM transaction claims lodged against the bank on Extraswitch /Unified payments dispute manager/VisaResolveOnline. • Led the Visa Fraud Performance Benchmark Reporting which is crucial for fraud control, risk management, and business solutions. • Investigated and confirmed merchant acquired POS/WEB transaction claims on Extraswitch. • Managed Unified payments dispute managers and followed up with merchants/RSMs for timely resolution. • Facilitated regional staff training on dispute resolution and chargebacks. Show less



Visa Merchant International

• Contact Centre Officer

  • Mar 2013 - Jun 2015

  • Initiated required action for response to customer service requests for order changes, including the maintenance of order/customer information files and communicates changes to the appropriate personnel/departments. • Ensured that customers consistently received high-quality service by efficiently managing, developing and using all available resources (i.e. staff, systems and processes) and ensuring that a strong, customer-focused service culture became entrenched in the branch. • Ensured that customers were migrated to more appropriate and cost-effective channels, that cross-selling opportunities were identified and actioned, based on customer needs. • Rendered operational support services to branches on behalf of cardholders. • Provided direct support services to cardholders on card-related issues. Conducted security checks and provided reports on possible compromised cards. Show less



Western Union

• United States
• Financial Services
• 700 & Above Employee

• Product Management, Reconciliation and Support Officer

  • Mar 2011 - Sep 2013

  • Managed product improvement and integration of Western Union outbound (Money Send) product. • Facilitated branch set-up on Western Union Point of Sale system. • Provided excellent support services to customers on western union transactions. • Investigated suspicious/declined transactions reported by Western Union international. • Provided all necessary information to aid the investigation of fraudulent western union money transfer transactions. • Coordinated the reconciliation of Western Union, inbound receivables, and outbound payable GL. Show less