Customer Service Officer (Team lead) Zenith Bank PLC
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).