Ibrahim Anidi

Customer service and financial services professional with 10+ years of experience supporting customers across banking and UK remote customer operations. Experienced in high-volume support across phone, email and live chat, resolving complex customer issues, troubleshooting service problems, maintaining accurate case records and working with internal teams to deliver effective customer outcomes. Strong understanding of regulated financial services, digital customer journeys, KYC/AML processes and customer experience.

Calm under pressure, adaptable, detail-oriented and comfortable learning complex systems and prioritising multiple customer needs.

Customer Service Advisor at Global Freight Solutions (GFS) (2025-01 – Present)

• Manage 80+ daily customer enquiries across phone, live chat, email and complaint channels while meeting service, SLA and quality expectations.
• Take ownership of complex customer issues from initial contact through to resolution, using active listening and clear explanations to identify practical solutions.
• Troubleshoot customer and service issues, investigate information across multiple systems and escalate cases appropriately when further support is required.
• Maintain accurate customer and case records and follow procedures consistently when handling complaints, disputes, delivery issues and service queries.
• Identify recurring customer issues and work with internal teams to improve processes, reduce repeat contacts and strengthen customer outcomes.
• Adapt communication style to different customer needs and explain processes clearly without unnecessary technical language.

Customer Onboarding Specialist at Jaiz Bank Plc (2023-01 – 2025-01)

• Supported 300+ customers monthly through onboarding, account activation and customer enquiries within a regulated banking environment.
• Conducted CDD and EDD checks, investigated onboarding exceptions and resolved customer issues to reduce delays.
• Provided clear guidance to customers on account-opening requirements and banking processes.
• Worked with Compliance and Risk teams to investigate and resolve customer and onboarding issues.
• Produced accurate compliance and risk information supporting fraud prevention and regulatory requirements.

Customer Onboarding Officer at Jaiz Bank Plc (2020-01 – 2023-01)

• Verified 2,000+ customer profiles and resolved onboarding issues through investigation, customer communication and cross-team coordination.
• Identified higher-risk customers and escalated cases in line with AML procedures.
• Collaborated with IT and Compliance teams to improve onboarding workflows and customer experience.

KYC Officer at Jaiz Bank Plc (2018-01 – 2020-01)

• Conducted KYC verification and AML checks for 3,500+ customers in a regulated banking environment.
• Performed customer due diligence, risk grading and UBO identification while maintaining accurate records.
• Identified potential fraud indicators and escalated cases appropriately.

Customer Service Officer at Unity Bank Plc (2014-01 – 2018-01)

• Provided frontline customer support to retail and SME customers across phone, email and branch channels.
• Resolved account, transaction and service enquiries, including customer disputes and complaints.
• Explained banking products and digital services clearly to customers with different levels of product knowledge.
• Collaborated with Compliance and Operations teams to support customer onboarding and account servicing.

Customer Service Officer at Unity Bank Plc (2011-01 – 2014-01)

• Handled 100+ customer interactions daily across banking enquiries and account servicing.
• Logged, investigated and resolved 1,000+ customer complaints accurately and professionally.
• Supported account opening and servicing while maintaining accurate customer records.
• Educated customers on banking products and digital services.

Customer Service Officer at Digital Bridge Institute (DBI) (2009-01 – 2010-01)

• Provided frontline support to students regarding programmes, payments and administrative enquiries.
• Resolved customer issues in coordination with internal teams and maintained accurate records.

MBA in Finance & Investment – Ahmadu Bello University (2026)

B.Ed. in Education Administration & Policy Studies – Delta State University