Facilitator, Learning & Development at Scotiabank Canada (2025-07 – Present)
- Deliver virtual and in-person training on call models, banking products, systems, and customer service.
- Develop and improve training materials to support employee performance and productivity.
- Identify training needs and provide learning solutions aligned with business objectives.
- Facilitate engaging learning sessions using adult learning and coaching techniques.
- Support new hire training, system updates, and product launches.
- Conduct training evaluations, track performance, and provide coaching for continuous improvement.
- Promote service excellence, teamwork, and adherence to Scotia-Helps policies and procedures.
Business Banking Collections Advisor at Scotiabank Canada (2022-06 – 2024-06)
- Managed a high-risk portfolio of Small Business accounts, driving recovery and customer retention through strategic repayment plans and proactive outreach.
- Analyzed delinquent accounts to identify root causes of default and developed tailored resolution strategies to cure arrears and prevent charge-offs.
- Prepared risk assessments and supported credit authorization recommendations, ensuring all decisions aligned with the Bank's risk appetite.
- Ensured adherence to AML, regulatory, and operational policies; proactively identified and escalated emerging risks and policy deviations.
- Communicated complex credit and repayment concepts clearly to customers, supporting informed decision-making and strengthening retention.
High-Value Recovery Collections Advisor at Scotiabank Canada (2020-03 – 2022-05)
- Rehabilitated high-delinquency and complex accounts across mortgage and unsecured credit products, applying specialized knowledge of Small Business risk policies.
- Conducted deep investigations into payment challenges and deployed appropriate financial tools, including modified payment arrangements and payment deferrals.
- Liaised with internal partners across Risk, Legal, and Collections to support account recovery and regulatory compliance.
Collections Advisor at Scotiabank Canada (2019-05 – 2020-03)
- Executed payment collection activity across Mortgage, Auto Loan, and Credit Card portfolios to optimize delinquency ratios and minimize loan losses.
- Negotiated payment arrangements to restore accounts to current standing, overcoming customer objections through clear communication of account responsibilities.
- Owned all payment and collection-related inquiries end-to-end, developing arrangements to bring accounts up to date.
Collections Loss Mitigations Specialist at Capital One (2018-11 – 2019-05)
- Delivered tailored payment solutions, including settlements, based on account analysis and customer financial assessments.
Financial Representative Agent at KOHL'S (Gatestone & Co) (2018-07 – 2018-11)
- Managed U.S.-based accounts, initiated outbound collections, and resolved delinquency through effective negotiation.
Supervisor, Debit/Credit Card Operations at Emerging Markets Payment Services (2012-05 – 2016-10)
- Managed operational support for card systems across West Africa, including fraud mitigation, dispute resolution, and system testing.
- Supported transaction testing for Visa/Mastercard compliance and security upgrades.
- Delivered comprehensive training to Nigerian bank staff on Collections Modules, Fraud Card Management Systems, and Front-End Platforms.
Security Risk Compliance Officer at Afribank Nigeria PLC (2009-05 – 2012-04)
- Conducted internal audits and risk assessments for financial systems, ensuring compliance with ISO 27001 and other regulatory standards.
- Led disaster recovery planning and risk mitigation initiatives.
