Mayen Ibikunle

· Served as the first-level AML/CFT compliance officer in the branch.

· Unveiling the true identity of the beneficial owner of an account to the related parties via manual and eKYC.

· Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.

· Managed the delivery of end-to-end financial transaction processes, including performance reports, and developed a deserved reputation for excellent customer service.

· Worked cross-functionally with back-end units like technology, systems and controls, to identify areas of improvement within existing processes and identify qualifying processes for automation.

· Authorize transactions within approved limits with zero infractions, review and reconcile internal ledgers, ATM ledgers and teller tills position

· Investigate and analyze suspicious transactions or unusual payment activity by applying expert knowledge to assess AML and operational risk exposures.

· Conducted Sanction screening, politically exposed persons (PEP).

· Conducted risk assessment based on Geographical, Industry, and Product Risk.

· Analyzed KYC data to assess the risk rating and escalate cases when required

· Conducted enhanced due diligence (EDD) based on customer-assigned risk rating as the need arose.

· Compliant and conflict resolution.

· Expand product knowledge by continually training team members on the banks' products, and customer support skills, including holding regular training on communication and best practice.

· Coach and supervise the bank's operations department, which includes customer service, transaction processing, and administration.

· Ensured effective management - information/Key Performance Indicators/Key Risk indicators are maintained, tracked, and reported, capturing trends/issues & proposes an improvement to address.

· Facilitated customer-centric and metric-driven culture by improving collaboration between business development and operations teams

· Ensured accurate data capture of customer details, which enhanced the team's performance, reduced audit exceptions, and ensured adherence to SOPs and SLAs in treating customers' requests

· Reviewed and monitored customers' account updates and profile requests to ensure compliance with organization and industry best practices.

· Prompt preparation and rendition of monthly reports to management and relevant regulators with zero non-compliance or late penalty.

· Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.

· Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

· Achieved high satisfaction rating through proactive one-call resolutions of customer issues.

· Consistently exceeded all performance benchmarks with respect to speed and accuracy in account opening, account maintenance, data capturing, and customer requests.

· Ensured all customers received timely, fair, and consistent responses in line with the brand's standard operating procedure.

· Took ownership and resolved customers' queries at the first point of contact

· Cross-selling of the banks' products and acquisition of customers. Built relationships with customers to understand their pain points and requirements and offered satisfactory solutions.

· Designed an archival process to address filling issues and improve turnaround time on document retrieval.

· Handled engagements, email inquiries, and other touchpoints to agreed company standards whilst maintaining appropriate records.

l Oversaw the day-to-day operations of the company's finances. I was responsible for all accounting functions, bookkeeping, tax affairs, and stockkeeping.

l Created and maintained impeccable records of stocks and financial reports.

l Forecasted and ensured consistent availability of stocks on a daily basis and ensured total compliance with government regulations.

l Served as advisor or consultant to management on bank supervisory issues, operational processes, and other organizational matters.