Mercy Bernard

Results-driven Banking Professional with over 10 years of progressive experience in customer relationship management, retail banking operations, account services, transaction processing, and customer experience within First City Monument Bank (FCMB). Demonstrated success in managing customer relationships, onboarding new customers, promoting digital banking solutions, processing financial transactions, ensuring regulatory compliance, and delivering exceptional service. Strong knowledge of banking operations, KYC/AML compliance, cash management, risk control, business development support, and customer retention.

Adept at identifying sales opportunities, resolving customer issues, improving operational efficiency, and contributing to branch profitability.

Customer Service Personnel - First City Monument Bank (FCMB) - Kano

(2021-01)

• Build and maintain strong customer relationships by delivering professional banking solutions that improve customer satisfaction and loyalty.
• Facilitate customer onboarding through account opening while ensuring full compliance with KYC, AML, and regulatory requirements.
• Process biometric enrollment, BVN registration, and BVN correction requests accurately to support customer identity verification.
• Reactivate dormant accounts and resolve account-related issues promptly, improving customer retention.
• Process RTGS transfers, cheque transactions, and customer requests accurately while adhering to operational procedures.
• Confirm high-value cheque withdrawals in accordance with internal control and risk management policies.
• Issue ATM cards promptly and educate customers on secure usage, digital banking services, and self-service channels.
• Promote and enroll customers on mobile banking, internet banking, and alternative digital channels, increasing digital adoption and customer engagement.
• Identify opportunities to cross-sell banking products and services while supporting branch sales and deposit mobilization objectives.
• Resolve customer complaints efficiently, maintaining excellent service standards and strengthening customer relationships.
• Update customer information on banking systems while maintaining high standards of data accuracy and confidentiality.
• Collaborate with operations, compliance, and relationship management teams to ensure efficient service delivery.
• Train newly recruited staff on customer service standards, banking operations, and compliance procedures.
• Ensure compliance with internal policies, CBN regulations, and operational risk management guidelines.

Secretary - Bells Book Publishers - Kano

(2016-01 - 2018-12)

• Managed daily office operations, including phone calls, emails, and correspondence.
• Scheduled meetings, appointments, and maintained executives' calendars.
• Prepared letters, reports, invoices, and other business documents.
• Maintained accurate filing systems and confidential company records.
• Assisted customers, clients, and visitors in a professional manner.
• Coordinated office supplies and supported administrative activities across departments.

Teacher - Sumbeam Preparatory School - Abuja

(2019-01 - 2020-12)

• Planned and delivered lessons in accordance with the school curriculum.
• Assessed students' progress through assignments, tests, and examinations.
• Maintained accurate attendance and academic records.
• Created a positive and engaging classroom environment.
• Prepared lesson notes and instructional materials.
• Collaborated with colleagues and parents to support students' academic and personal development.

Bachelor's Degree - Ahmadu Bello University Zaria (2012)