Customer Service Specialist

Led a customer operations team, ensuring timely completion of service and compliance tasks while managing inbound and outbound calls, emails, and client-facing interactions to deliver consistent, high-quality support. Investigated and resolved customer complaints, disputes, and transaction issues. Oversaw customer screening and onboarding, account opening, KYC verification, and regulatory compliance processes. Managed complex customer inquiries, disputes, and fraud-related cases. Supported customers in adopting digital banking and e-channel platforms. Prepared and presented weekly unit performance reports to management. Processed international trade documentation and transactions (Form M and related trade instruments).

Ensured compliance with banking regulations, internal policies, and KYC/AML requirements. Handled customer account opening, verification, and documentation validation. Investigated and resolved customer complaints, disputes, and transaction issues. Detected, prevented, and supported recovery processes for fraudulent transactions. Promoted and onboarded customers to digital banking products and services. Processed international trade transactions and documentation. Compiled and presented weekly performance and operations reports. Participated in staff training and operational improvement workshops. Achievement: awarded best Customer Service Unit Staff of the year (Isolo branch, Lagos) – 2023.