Mfon-Obong John

Customer success and banking professional with 5+ years of experience supporting customers, managing financial-service relationships and resolving account and transaction issues across Access Bank and Wema Bank. Currently manage relationships with a portfolio of 1,000+ customers, providing responsive support across phone, email and in-person channels. Skilled in complaint ownership, escalations, KYC and account documentation, customer onboarding, loan-process support and cross-functional case coordination.

Brings a calm, empathetic communication style, sound understanding of banking operations and a strong bias for follow-through, customer trust and continuous service improvement.

Relationship Officer at Access Bank PLC (2023-12 – Present)

• Manage a portfolio of 1,000+ individual and business customers, serving as a key contact for account enquiries, service requests, product guidance and relationship support.
• Respond to customer concerns through phone, email and face-to-face engagement, explaining banking processes clearly and setting realistic expectations.
• Take ownership of customer issues from first contact to resolution, coordinating with operations, service and other internal teams and keeping customers updated throughout.
• Support resolution of account and transaction-related issues, including account updates, dormant-account reactivation, account restrictions and documentation requests, in line with internal controls.
• Guide customers through account opening, KYC reviews, profile maintenance and required documentation while maintaining accuracy and confidentiality.
• Support loan enquiries and processing by clarifying requirements, checking documentation and coordinating with relevant teams to move requests forward.
• Identify recurring customer concerns and follow up proactively to reduce avoidable delays and strengthen customer confidence.
• Promote appropriate banking solutions based on customer needs, contributing to product adoption, relationship deepening and business growth.
• Converted a previously hesitant customer to proceed with an Access Bank auto-loan solution through persistent, needs-led follow-up; the customer specifically stated that the follow-up influenced the decision.

Customer Care Representative / Branch Teller at Wema Bank PLC (2021-01 – 2023-05)

• Acted as a frontline customer contact in a busy banking environment, handling enquiries, complaints, transaction questions and account-related requests.
• Listened to customer concerns, clarified the issue and worked with relevant colleagues to provide accurate responses and timely resolutions.
• Processed financial transactions accurately and maintained appropriate records in accordance with branch procedures.
• Supported customer onboarding and account opening, checked documentation and maintained compliance with KYC and bank requirements.
• Explained banking products and service processes in accessible language, helping customers understand available solutions.
• Maintained confidentiality of customer information and prepared operational reports and account documentation.

Teacher at Government Secondary School, Karu Central (2020-01 – 2020-10)

• Communicated with students, parents and school administrators, responding to enquiries and maintaining clear records.
• Prepared structured lesson plans, schedules and written performance reports.

Cashier & Sales Representative at Johvikee Pharmacy, Lagos (2018-10 – 2019-10)

• Provided front-desk customer assistance, responded to product enquiries and handled routine complaints professionally.
• Processed customer payments, balanced daily sales records and supported inventory and administrative activities.

B.Sc. in Accounting – University of Uyo, Akwa Ibom State (2014 – 2018)

WAEC & NECO Certificates – Federal Government Girls' College, Calabar (2008 – 2014)