Sandra Stephen

• Written addendum to document new processes and manual process carried out in the unit in case of downtime on core banking applications. • Yearly update of standard operating procedure to add and modify the department’s processes. • Ensuring credit checks and CRMS checks are done for prospective clients and report sent along KYC documents for compliance review. • Team strategy deliverable participation-worked on implementing customer help desk for request and complaint. • Team supervision, In-charge of(3)three units-Contact Center, Customer Due Diligence and Account Opening & Maintenance Teams of Customer Service Department. • Monitor mails, ensuring they are acknowledged, and request treated promptly. • Coordinate, reassign, resolve and close request logged on customer service help desk. • Ensuring charges on services rendered are taken as at when due. • Monitor and manage Contact Center Team. Ensure all customer queries are promptly resolved and close them on CRM. • Ensuring that agents are logged in to receive calls from customers on Avaya. • Ensuring all Trade related notifications are sent timely and without errors i.e. FX bid notifications; Presentation/Acceptance and Bid winnings on Friday (without errors), Trade exposure, Usance (Pre/Post Neg). • Ensuring complaints (internal from RMs and Customers) are treated with the required escalation process, using the complaint handling procedure and in adherence to the CBN timelines. • Review all embassy/reference, Banker’s confirmation letters before they are signed and dispatched to customers. • Ensuring daily change of rates on the Rate board. • Follow up to ensure processes are followed to all requests. • Follow up to ensure Bi-monthly Trade Exposure notification to customers. • Review and collate daily CRM report and also ensure all in-progress logs are resolve and closed. • Ensuring that Contact Center staff actively track and share telexes for Trade transactions, registered Forms M, PAAR and Shipping documents. • Ensuring all request instructions are properly sved,time stamped and seen before authorization. • Ensuring customers requests and enquiries are duly resolved. • Worked on automation of charges on the banks sharepoint application. • Approve accounts created on Finacle core application. • Approve static data inputted on core banking application. • Upload customers funds transfer on process maker application. • Approve internet banking user creation on core banking application. • Approve counter party creation on Finacle Treasury Application. • Approve customer alert creation on core banking application. • Daily rendition of customers’ complaints to CBN. • Weekly rendition of newly opened accounts to CBN. • Monthly rendition of delinked customers BVN to CBN. • Quarterly rendition of root cause analysis report to CBN. • Daily call over on newly opened accounts. • Coordinate daily email review. • Churn out and follow through with initiatives for self and the entire department to be implemented for swift turn-around-time on customers’ requests.