Rita Ogugua

I am a driven and highly motivated professional with experience in the customer service and banking with a customer service, sales, marketing and relationship building. I am seeking a rewarding position in an established and innovative organization with strong core values where I can affect change.

__________________________________Professional Experience______________________________

Firstmidas Micro-Finance Bank, January 2019 – August 2023

Head of Operations, Admin and Technology

• Supervision of operations (6-10), administration, and technology department activities
• Preparation of the division budget and ensure implementation after final approval.
• Approval of expenses as authorized.
• Authorization of credit disbursement.
• Ensure the appraisals of staff of the division are done quarterly.
• Carry out other functions as may be required by the management.

Client Manager 

• Managed several client’s portfolio, including buyers, sellers, and investors, ensuring their real estate needs are met efficiently and effectively.
• Conducted market research and analysis to provide clients with accurate pricing and market information.
• Collaborated with the marketing team to develop and implement targeted marketing strategies for properties.
• Negotiated and facilitated property transactions, ensuring smooth and successful closings.
• Maintained a high level of customer satisfaction by promptly addressing client inquiries, concerns, and requests.
• Developed and nurtured strong client relationships, resulting in repeat business and referrals.
• Stayed up to date with local real estate market trends and regulations to provide clients with informed advice.

Personal Relationship Manager

• Participate in activities that reinforce comprehensive advice, tool usage and sales and service processes.
• Provide relevant and complex needs-based advice to customers in loans, accounts credit cards, mortgages, and lines of credit, effectively delivering on the Client Experience 
• Demonstrate sustained self-management attributes and behaviors, proactively seek coaching, and focus on continued improvement.
• Partners with the Branch Manager to provide leadership to the sales and service team.
• Create and execute community development strategies to enhance the brand image within the branch trade area.

Personal Banking specialist (contact center) 

• Provide a meaningful telephone experience by finding ways to match our products to their unique and personal needs in the areas of retail loans, investments, mortgages, insurance, Mastercard and other ATB products and services.
• Accurately completing applications and call-tracking documentation on each call contributes to a seamless and consistent customer experience.
• Answering clients call on time with warm greetings, enthusiastic spirit to create a great personal bond over the phone as you answer calls. 

 Account Manager

• Provision of investment advice and solutions to clients/customers; solutions provided include: Low risk Guaranteed Investment certificates GIC, Mutual funds, investment savings accounts, registered retirement plans RRSP and referral to investment retirement Planners, mortgage specialist and other partners.
• Provided credit advice and recommendations to customers on-High/low ratio mortgages & CMHC, other secured lending & line of credits, unsecured lending & personal loans and VISA
• Offered day to day banking advice to clients on walk-in and appointment on account opening & enquiries.
• Provision of excellent customer service to clients at all times and adherence to bank compliance requirements and regulations

Processor

• Receive and sort items received through ATM machines (e.g., cash, cheque, U-Bills) ensuring joint custody procedures. Verify information on cheques (e.g., account number, date, amount)
• Verify and balance incoming items against client transaction reports (e.g., deposit slips, armored car carrier summaries, manifests, tracking logs) using cash counter machine and escalating issues as required. This may require scanning of parcels.
• Process/post items using an in-house system, ensuring foreign currency is documented and exchange rate forms are prepared. This may require processing adjustments (e.g.,debits/credits)
• Complete appropriate documentation/forms for internal/external clients identifying mutilated and suspected counterfeit notes (e.g., counterfeit advice, quality input sheet, WMR, suspense, exceptions, clearing release voucher, large coin, profiling)
• Prepare cheque list and attach appropriate cheque sleeves.

• Institute of Counselling, Glasgow UK – 2021- Present

• Athabasca University, Athabasca, AB - 2014 – 2016

• University of Nigeria Nsukka – Nsukka, Nigeria - 1992 – 1998