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.
