Faith Jacob

JACOB FAITH IYOHA No. 1 Tom Ikoro Street, Asokoro, Abuja -- PROFESSIONAL PROFILE I am a pragmatic, business-focused, self-managed and motivated individual with ability to meet targets and deliver high quality solutions. Knowledgeable, detail-oriented, and committed customer service professional with experience serving a variety of customers. Passionate about building highquality professional customer relationship and knowledge of conflict resolution to lead a team of other customer service representatives. A dedicated individual in the field of banking. Proactive and excited to partner with like-minded individuals to achieve goals. Responsible individual, fervid about delivering outstanding quality service, offering experience in the banking industry with a history of recognition of performance. Meets job demands and deadlines through diligent work ethics and dedication to quality. EDUCATION Federal Polytechnic Bida OND, MASS COMMUNICATION SKILLS & COMPETENCIES ● Enhanced due diligence comprehension ● Good influencing and negotiation skills ● Excellent written and verbal ● Quick-thinking problem solver Communication skills ● Proficient in Finacle Core Banking Usage ● Information collection and managerial skills ● Strong analytical and multitasking skills. ● Mastery of basic computer applications ● Customer Retention Skills ● Organization, strong time management and ● Positive attitude and attractive personality multi-tasking skill EMPLOYMENT HISTORY Team Member, Customer Service officer | United Bank for Africa July 2021 – Till Date • Processing account maintenance requests from customers, such as address changes, contact information updates, beneficiary additions or modifications. Administrative officer Decents job: •       Provided administrative support to the executive team, including calendar management and travel arrangements. Prepared and edited correspondence, communications, presentations, and other documents. Organized and maintained files and records, ensuring data accuracy and security. Managed office supplies and coordinated maintenance of office equipment. Assisted in planning and coordinating company events and meetings. Handled incoming calls and emails, directing them to appropriate personnel. Supported HR functions, including recruitment, onboarding, and employee record management. • Performing account verifications, including KYC (Know Your Customer) processes, to ensure compliance with regulatory requirements. • Maintaining accurate and organized records of customer accounts and associated documentation also ensuring compliance with record-keeping policies and procedures. • Assisting in internal and external audits by providing necessary information, documentation, and reports related to customer accounts. • Handling requests for account closures, deactivations, or account freezes and following bank policies and procedures for account closure processes. • Ensuring adherence to regulatory guidelines, policies, and procedures related to account maintenance activities. • Providing information on account security measures, transaction limits, account statements, and online banking services to enhance customer awareness and engagement. • Managing customer records, which includes remembering the details of the interaction and any questions that require follow up • Serving as the primary point of contact for customers, addressing their inquiries, concerns, and providing guidance or solutions to their problems. • Identifying and resolving customer issues, complaints, or disputes in a timely and satisfactory manner. • Cross-selling and promoting bank products or services to customers. • Developing a thorough understanding of the bank’s products or services to provide accurate information and support to customers. • Assisting customers with technical issues related to products or services. • Ensuring a positive customer experience and satisfaction by addressing their needs promptly, exceeding their expectations when possible, and consistently providing high-quality service. • Recognizing opportunities to promote additional products, services, or upgrades to customers that align with their needs and preferences. • Identifying and escalating complex or unresolved customer issues to the appropriate internal teams or supervisors for further assistance or resolution. • Keeping up to date with company policies, industry trends, and improving knowledge and skills through training programs or professional development opportunities. • Utilizing strong communication skills to interact with customers in a professional, friendly, and helpful manner. • Adhering to strict security and compliance protocols to protect customer information and prevent fraud. Automated Teller Machine (ATM) Custodian| United Bank for Africa September 2020 – June 2021 ● Running first level maintenance on the ATM machines when faulty ● Refunding of cash not dispensed back to customer’s account in a timely manner (Turn Around Time is 24 hours) ● Ensuring that the machines are dispensing ATM fit notes at every point of contact with customers ● Guaranteeing that all ATM terminals are kept clean and in good working order ● To ensure that ATM cash is safeguarded against needless and preventable loss ● Ensuring that potential faults that could cause equipment to malfunction are detected and rectified promptly. ● To guarantee that cash and stationery are always present in sufficient quantities at all ATM terminals ● Ensure that sufficient cash levels are maintained to meet customers’ requirements ● Furthermore providing a weekly and monthly machine soundness report Bank Teller | United Bank for Africa Plc. July 2021 – August 2024 • Effectively handling cash transactions, including deposits, withdrawals, and currency exchanges. • Addressing customer inquiries, assist with account-related issues, and offer guidance on banking products and services. • Cross-selling and promoting bank products or services to customers. • Adhering to strict security and compliance protocols to protect customer information and prevent fraud. • Reconciling cash balances, verify checks, and prepare necessary reports or documentation. • Engaging and directing customers to appropriate bank personnel for more complex financial advice. • Performed specialized E-banking services like PayDirect, Remita, BankOne, FIRS payment and other third party payment integrations Key Achievement: • Outstanding performance appraisal rating for an excellent work ethic & output in less than 6 months. • Honorary Letter of commendation from the Group Head UBA for serving customer well and exceeding customer’s expectation Sales Intern | Nigerian Bottling Company PLC • Direct sales to customers 2017 - 2018 • Assisting in compliance-related tasks, such as reviewing stocks procedures, ensuring adherence to regulatory requirements, and supporting internal or external audit processes. • Assisting in the preparation of stocks supply reports for internal stakeholders or external regulatory requirements. • Collaborating with finance team members to support day-to-day stocks report. Business Development Officer, • • • • Write out proposals for submission. Go for presentation Sale company products and services, Draft out sales and marketing plan with the aim of profit making. CERTIFICATION AND TRAINING • UBA Academy Fundamental use of Microsoft Excel • UBA Academy Customer 1st Philosophy Training • Diploma in the use of computer • Customer Experience Training • Side Hustle - Product Management and Customer Relationship Management • ICS Sourcing Academy: Business Communication Certification REFERENCE Provided on Request