HILDA ONABANJO

• Assists customers with account opening, updates, and closures, ensuring accurate documentation and compliance with KYC requirements. • Educates customers on digital banking platforms, increasing adoption of online and mobile services. • Handles high-volume customer interactions daily while maintaining professionalism and efficiency. • Responds to customer inquiries regarding account details, banking products, and services. • Ensure compliance with internal controls, audit requirements, and regulatory standards. • Resolves customer complaints efficiently, improving overall customer satisfaction. • Maintains and updates customer records in line with bank policies and regulatory standards. • Verify customer identities and ensured adherence to security and fraud prevention procedures. • Collaborates with internal teams to escalate and resolve complex issues.

• Handled escalated customer complaints and service requests from frontline agents or team leads via email or chat. •Investigated and analyzed the root cause of customer issues to ensure accurate and effective resolution. • Raised, monitored and closed tickets in the CRM system, ensuring all issues are properly documented and tracked for timely resolutions. •Responded to customer inquiries via live chat promptly and professionally. •Provided accurate information about products, services, or policies. •Ensured all escalations are resolved within agreed service level agreements (SLAs). •Updated customer records and maintain escalation logs for reporting and quality review. •Provided guidance and coaching to frontline agents on handling difficult or sensitive cases. •Served as a liaison between the customer service department and other functional units.

• Identified and qualified potential customers through outbound calling and other lead generation activities. • Oversaw online platforms, managed orders, and optimized products listings. • Handled customers objections and questions professionally and persuasively. • Provided excellent customer support throughout the buying process. • Maintained detailed record of all customers interactions using CRM tools. •Escalated issues of customers to the right channel for proper resolution. • Built and maintained strong relationships with customers. • Collaborated with other team members to achieve sales goals.

Acquired this job through the National Youth Service Corp (NYSC) thereby inculcating in the students strong moral values and principles both physically, academically, intellectually, spiritually, emotionally and moral wise.