JOY ADEKUNLE

• Investigating, reviewing and analysing unauthorised or fraudulent transactions and Payment dispute
• Making decisions on dispute outcomes, including approving or declining refunds in line with policy and regulatory guidelines.
• Identifying and collecting relevant evidence to determine fact needed to resolve dispute and complaint
• Escalating complex or high-risk cases where necessary, ensuring appropriate handling and resolution.
• Handling customer complaints and resolving dispute and chargebacks
• Managing high-volume customer queries simultaneously through effective multitasking.
• Delivering exceptional level of service to each customer by listening to concerns and answering questions.
• Following up customer queries to check provided solutions met expectations.
• Listening actively to customer concerns, confusions and needs for excellent communication.
• Answering over 40 customers telephone calls promptly and improved on-hold wait times.
• Assisting customers with product complaints, logging issues for investigation and providing replacement items.
• Making inbound calls and messages from customers, addressing complaints to contact centre policies.
• Documenting all actions taken during dispute resolution processes
• Investigate and resolve customer complaints and disputes in timely manner
• Working closely with other department to ensure all dispute are resolved in timing manner in line with company policies and procedure
• Requesting and analysing additional information from customers to support accurate and fair decision-making and documentation for resolution
• Conducting frequent follow-ups to ensure complete resolution of issues and overall customer satisfaction.
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• Resolved customer queries over phone and by email.
• Dealt with inbound and outbound calls, managing matters including complaints, queries and orders.
• ID card verification such as proof of address and biometric verifications so as to comply with KYC and AML regulations.
• Provided friendly, attentive service by promptly responding to customer enquiries and processing order requests.
• Input customer information,updating payment records call notes and personal data onto internal database.
• Contacting customers and informing them of their overdue bills.
• Identifying vulnerable customers using TEXAS steps, so as to give them the appropriate level of customer support.
• Established warm and friendly rapport whilst interacting with customers by phone, email and on live chat.
• Addressed customer service enquires quickly and accurately.
• Upheld privacy and security requirements established by national legislation.
• Handled confidential and sensitive data with discretion, reducing risk of fraud and theft.
• Attended regular training to maintain up to date on company phone procedures and customer service best practices.

• Investigated fraudulent and illegal activities perpetrated by customers or employee and ensured they were closed out according to service level agreement.

• Conducted prompt investigation on frauds and forgeries, customers' complaints, process & services failures, Whistle blow complaints and other cases and ensured that cases were dispensed within set deadlines.

• Conducted prompt investigation of breach of policy, procedures, regulatory policies and code of conduct for appropriate disciplinary action.

• Prepared reports of investigations and other activities for review and subsequent action of my supervisor.

• Requested for Management approval of recommendations.

• Forwarded approved reports to responsible departments for implementation of investigation recommendations. Responded promptly to and cultivated effective liaison with other banks in relation to issues of frauds, customer complaints Responded promptly to and cultivated effective liaison with other banks in relation to issues of frauds, customer complaints

• Rendered Periodic Reports of Frauds and Forgeries to Regulatory Authorities and Management.

• Drove and followed up with Recovery and Prosecution effort on fraud cases.

• Carried out Fraud Incident Containments, Fund Salvages, and Repatriation Processes.

• Reviewed tracking and blocking of fraud proceeds transfers, placing of restrictions, obtaining / issuance of court orders and indemnity documents for recovery/repatriation of salvaged funds.

• Carried out computer and E-channels forensic examination functions to generate admissible evidence for court proceedings.

• Liaised and followed up with e-channels host/switch companies, payment card schemes and mobile payment providers (Interswitch, UPSL, NIBSS, eTranzact, MasterCard, Visa, etc.) for management and resolution of electronic payment card, mobile banking risks

• Identified process inefficiencies, control weakness, and proffered relevant mitigating recommendations for management review, consideration and subsequent implementation.

• Supported Legal Division and retainerships with evidences, responses to statements of claims, depositions and affidavits for defending Bank against allegations and suits over echannel frauds on customers' accounts.

• Worked closely with law enforcements agents such as police officers, EFCC, to aid investigation processes and resolutions.

• Worked closely with lawyers and solicitors to represent bank on court cases of customer's complaints.

• Gave reports on cases, highlighting control lapses and making recommendations to avert fraud occurrences, responded promptly to and cultivated effective liaison with other banks in relation to issues of frauds, customer complaints

• Reviewing documentation for new customer accounts, evaluates high risk accounts and analyzes new customer process and policies

• Studying market trends and observing customer behaviour patterns within the business

• Conducting due diligence and know customer research as part of business wide Anti Money laundering

• Prepared high-risk reviews with results and recommendations for customer onboarding, closure and retention.

• Collaborating with various internal teams such as control and fin crime department to carry out KYC on customers account

• Reviewed new prospect KYC documents to meet requirements and determine business model risk.

• Carrying out mandatory process of identifying and verifying the clients identity when opening account and periodically

• Analyzed and investigated clients to conduct detailed customer due diligence and enhanced due diligence review. (CIP)

• Experienced in KYC analysis and review of customer's accounts to ensure compliance with the Central Bank of Nigeria's KYC regulation

• Confident report writing, communication and presentation skills.

• Performed periodic reviews and reports on merchants to comply with rules, regulations and KYC requirements.

• Analyzed creditworthiness of loan applicants and determined credit risk of loan requests.

• Maintained compliance with applicable regulations and laws governing consumer credit.

· Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction.

· Established warm and friendly rapport whilst interacting with customers by phone, email and on live chat.

· Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.