Onuora Odita

Responsibilities: • Managed Premium Card business portfolio and enhanced client loyalty through quality interaction and excellent customer service. This led to an increase in customer satisfaction and an average client retention rate of 90%. • Managed member relationship with Card schemes such as MasterCard and VISA • Facilitated meetings to elicit requirements and to understand clients’ pain points. • Facilitated training sessions for clients, vendors and support staff that led to 40% reduction in support calls. • Worked with the backend development team to ensure requirements were understood and met. • Ensured functional UX and UI, timely resolution on complaints and uninterrupted service to clients. • Supported projects through different stages of development - from requirements to deployments. • Tested products and reported on their functionality and alignment with requirements. • Prepared user manuals and documentation for processes of developed products. • Initiated drives to increase market share at a minimal acquisition cost, while using pre-approved channels to establish the bank as a prime mover and innovator in the industry. • Led and managed the sales team efforts by setting goals, coaching, reviewing performances, executing sales calls, and providing formal and informal training with an emphasis on quality delivery and deal strategy. This led to an empowered team and zero attrition.

Responsibilities: • Managed the VISA Infinite portfolio of the bank • Processed Credit and Debit card applications for customers (both VISA and MasterCard). • Technical and back-end support for challenges with debit, credit and prepaid cards using applications like Post-card, Postilion, Powercard, Citrix etc. • Settle card payments for credit card holders. • Liaised with third party processors in the activation, cancellation and amendments of cards. • Member of the Business Development team, tasked with developing some of the Bank’s Card products.

• Development and implementation of User Acceptance Tests for new products and modification of already existing products. • Provision of support for card operations. • Funding of Nostro Account for Visa Settlement. • Processing of chargeback on disputed local and international card transactions on all card Products (Issuing & Acquiring). • Interfacing with local (InterSwitch, Etranzact, Unified Payments) and international (VISA and MasterCard) card switches for resolution of issues. • Responding to disputed Card complaints (Acquired) from other Banks for both Local and International transactions, acquired. • Regional staff training and provision of marketing support for card products and payment schemes • Interfacing with the development teams to ensure prompt delivery on in house projects within stipulated time lines and fixing of identified system glitches.

• Maintained banking relations, primarily in the aviation sector for KLM, Air France, Lufthansa Air and Emirates Airline. • Managed existing customers by building customer and company relationships and identifying business growth opportunities. • Acquired new banking customers, identified their needs, created bespoke options and executes the preferred option. • Create digital marketing content and use preferred digital channels to engage prospects and existing. • Enrolled customers seamlessly on the bank’s E-platforms and ensured satisfying user experience. • Ensured swift resolution of customers’ complaints from using the banks products. • Curated a quarterly report of common customer complaints and shared with the product and technology teams, and this provided inputs into product improvements. • Liaised with other departments to discuss customers’ requirements and solutions proffered. • Ensured excellent customer experience and maintained cordial customer relationships. • Ensured proper documentation and safe keeping of all product requests and other financial instruments.