Guy Toukam-Toukam
Summary
A highly skilled professional with expertise in customer and business insight, customer engagement, and relationship building. Demonstrates strong financial guidance and money confidence, with a deep understanding of customer behaviour and needs. Proficient in digital banking platforms and tools, video banking service delivery, and CRM systems. Known for clear, empathetic communication and accurate data capture. Possesses analytical strengths, attention to detail, structured thinking, and problem-solving abilities. Committed to compliance, governance, data protection, risk awareness, and process adherence. Adaptable in changing environments with a focus on delivering exceptional service while maintaining audit readiness.
Overview
20
20
years of professional experience
10
10
years of post-secondary education
Work history
Money Confidence Expert – Video Banking
TSB Bank
Remote
01.2023 - 01.2026
- Deliver personalised financial guidance to customers via secure video banking platforms
- Work extensively with customer data across multiple digital systems to support informed decision-making
- Accurately capture, review, and maintain customer information in line with data protection and compliance standards
- Interpret customer information to identify needs, patterns, and appropriate outcomes
- Guide customers through digital banking tools, improving confidence and adoption
- Manage high volumes of video appointments while maintaining accuracy and service quality
- Demonstrate strong digital literacy and confidence in technology-driven environments
Money Confidence Expert – Branch Based
TSB Bank
London
01.2013 - 01.2023
- Provided in-depth, face-to-face financial support using system-based, data-led processes
- Conducted detailed customer conversations to understand financial circumstances and goals
- Ensured accurate recording and maintenance of customer data across internal systems
- Used customer information to support appropriate guidance and service outcomes
- Assisted customers with the transition to digital banking channels and tools
- Maintained high standards of compliance, data integrity, and customer care
Bank Manager (Secondment)
TSB Bank
London
01.2012 - 01.2013
- Led branch operations during a short-term management secondment
- Oversaw performance metrics, reporting accuracy, and operational controls
- Managed customer escalations and ensured appropriate data handling and compliance
- Strengthened understanding of governance, controls, and data accountability
Personal Banking Manager (PBM)
TSB Bank
London
01.2011 - 01.2012
- Coached and supported Personal Bankers to improve customer engagement and service delivery
- Monitored performance data, quality standards, and process adherence
- Maintained hands-on involvement with customers while supporting team development
Personal Banker (PB)
TSB Bank
London
01.2009 - 01.2011
- Delivered tailored banking support based on individual customer needs
- Used customer data to identify appropriate solutions and services
- Ensured accuracy and consistency in customer records and transactions
Customer Advisor (CA)
TSB Bank
London
11.2005 - 01.2009
- Delivered frontline service in a high-volume branch environment
- Processed customer transactions accurately and efficiently
- Built a strong foundation in structured, data-driven banking operations
Education
BSc - Biochemistry
University of Yaounde
09.1995 - 07.1998
Baccalaureat - Maths,Physics,English
Lycee D'Elig-Essono
Yaounde 09.1988 - 06.1995
Skills
- Customer & Business Insight
- Customer Engagement & Relationship Building
- Financial Guidance & Money Confidence
- Understanding Customer Behaviour & Needs
- Clear, Empathetic Communication
- Digital & Data Exposure
- Video Banking Service Delivery
- Digital Banking Platforms & Tools
- Accurate Data Capture & Validation
- CRM and Core Banking Systems
- Analytical & Professional Strengths
- Attention to Detail & Data Accuracy
- Structured & Logical Thinking
- Problem Solving & Sound Judgement
- Adaptability in Changing Environments
- Compliance & Governance
- Data Protection & Confidentiality
- Risk Awareness & Regulatory Compliance
- Process Adherence & Audit Readiness
- Problem-solving
- Calm under pressure
Additional Information
Strong commitment to continuous learning and professional development, Proven ability to adapt to new systems, tools, and service models, Experienced in balancing customer experience with accuracy and compliance
References
References available upon request.
Timeline
Money Confidence Expert – Video Banking
TSB Bank
01.2023 - 01.2026
Money Confidence Expert – Branch Based
TSB Bank
01.2013 - 01.2023
Bank Manager (Secondment)
TSB Bank
01.2012 - 01.2013
Personal Banking Manager (PBM)
TSB Bank
01.2011 - 01.2012
Personal Banker (PB)
TSB Bank
01.2009 - 01.2011
Customer Advisor (CA)
TSB Bank
11.2005 - 01.2009
BSc - Biochemistry
University of Yaounde
09.1995 - 07.1998
Baccalaureat - Maths,Physics,English
Lycee D'Elig-Essono
09.1988 - 06.1995