Mary Baffoe

Work History

Universal Merchant Bank

Accra, Ghana

10.2016 - 03.2023

Engaged customers in the lobby to assist, educate and train customers on how to conduct simple transactions through self-service technologies
Worked with retail customers to build and deepen relationships by uncovering financial needs and recommending the best products, services and solutions to meet those needs
Opened deposit accounts and sold banking products (examples: debit cards, mobile banking app, loans)
Quote rates, terms and programs for loan customer requests
Responded to customer inquiries and concerns, creating customized solutions.
Refered opportunities to appropriate specialist
Investigated complaints thoroughly to deliver positive customer outcomes.
Kept track of current and potential clients needs to recommend new applicable products and services.
Reviewed client files to identify opportunities for cross selling.
Manage/Maintain proper control of processes (examples: KYC, Anti Money Laundering activity, etc.) in respect of customers’ accounts in compliance with Bank of Ghana regulations and requirements.
Proactively managed risk in every business, product and service transaction leveraging available tools

Universal Merchant Bank

Accra, Ghana

02.2019 - 05.2020

Consistently exceeded revenue targets through new account penetration and development.
Drew on understanding of key markets to push development of business strategies.
Collaborated with cross-company departments, developing new strategies to capitalise on emerging customer trends.
Grew engagement, interaction and reputation through multi-platform campaigns for outstanding levels of client satisfaction.
Launched new product lines with strong retail and marketing strategy.
Risk profiling of credible institutions/companies before advancing Scheme and Personal loans(Salary Backed Loans) from UMB to their staff

Golden Star Resources

Wassa-Akyempim, Ghana

10.2014 - 08.2015

Conducted daily safety inspections on site which includes; enforcing good housekeeping, enforcing PPE Usage, conducting alcohol tests, identifying & correcting non-conformances, discussing any safety issues with those around and sending reports to HOD and the area supervisor.
Conducted inspections on site vehicles and issued access permits.
Assisted in the preparation of safety end of month reports for the business.
Generated safety report on a daily basis.
Assisted in updating and maintaining the INX Incontrol software.
Updated all databases for the activities of the department on a daily basis.
Assisted in conducting monthly safety meeting for all Departments.
Conducted Safety induction as well as site induction for GSR Wassa Site employees, contractors and visitors.
Participated in emergency response activities including mock drills and equipment training.
Performed any other job that was assigned by a superior officer.

Merchant Bank Ghana

Takoradi, Ghana

06.2012 - 08.2012

Resolved customer issues using strong interpersonal skills and conflict resolution techniques.
Provided warm, positive customer care from arrival to departure, encouraging continuous usage of our service.
Replenished store inventory regularly, monitoring stock demands to appropriately address customer needs.
Filed documents appropriately for easy reference and retrieval.
Opened accounts for new customers
Processed customer request for ATM cards and cheque books