Victor Igwe

Digital Credit Collection Agent

First Bank of Nigeria | Jan 2025 – Date

• Leveraged Finacle core banking system and Microsoft Excel (advanced functions & reporting tools) to track, update, and manage high-volume customer account data.
• Managed a daily portfolio of 250+ accounts, using data-driven prioritization to improve recovery rates and reduce delinquency levels.
• Applied compliance-aware collection strategies, ensuring adherence to financial regulations and internal risk policies.
• Utilized CRM tools and digital communication channels (calls, emails, automated messaging) to engage customers and drive timely repayments.
• Employed analytical and negotiation techniques to design customized repayment plans based on customer financial behavior and credit profiles.
• Conducted credit risk assessments using customer data insights to determine appropriate recovery actions.
• Monitored account performance through real-time dashboards and tracking systems, ensuring accurate and up-to-date records.
• Generated periodic performance reports and delinquency analytics for senior management using Excel and reporting tools.
• Collaborated cross-functionally with Customer Support and E-Banking teams to resolve billing discrepancies and improve customer experience.
• Investigated and resolved disputes using data validation and documentation review, ensuring accurate and efficient settlements.
• Maintained end-to-end digital audit trails of all customer interactions for compliance, transparency, and future reference.

Michael Stevens Consulting Limited

Account/Admin Officer 

• Tasked with raising payment vouchers. 
• Assisted in reconciling monthly bank statement. 
• Ensured that all clients’ monthly invoices and payroll were duly recorded in the designated ledger. 
• Carried out audit work/confirmation on outsourced staff payroll 
• Manage office email and redirect mails to appropriate employees 
• Coordinating office events and schedule appointments 
• Collected necessary documents from the employees for payroll purposes 
• Assisting new employees to get familiar with the office environment 
• Planning and setting deadlines for projects 
• Maintain company’s social media pages 
• Assisted in making tax payment. 
• Reconcile accounts payables. 
• Handles client’s payroll deductions. 
• Initiates deduction remittal payments and ensures it gets to the bank for authorization. 
• Assisting management in the decision-making process by preparing budgets and financial forecasts. 
• Provide tax planning services based on current legislation 
• Maintaining accurate financial records. 
• Completing analysis of the employee expenditures. 
• Calculate, prepare, and issue bills, invoices, account statements, and other financial statements according to established procedures. 

Fidelity Bank PLC June 2016 – September 2016 

Customer Service Representative – Industrial Attachment 

• Ensured that Walk-in customers are properly treated in the banking hall. 
• Assisted in the opening of bank credit and debit cards linked to customers’ accounts. 
• Ensured that all Walk-in customers were registered on the online and internet banking platforms. 
• Gave weekly reports on registered customers 
• Assisted in solving problems faced by bank customers on the online and internet banking platforms. 
• Enrolled bank customers on the BVN platforms. 
• Maintain good customer relations by communicating effectively and consistent.