At Moniepoint MFB, I investigate chargeback claims, transaction disputes, and customer-impacting issues, using transaction information and evidence to support accurate resolutions. I identify errors and potential risks, and escalate cases that need further review.
At FCMB Contact Center, I handled customer interactions and complaints across digital channels, resolved card-transaction and agency-banking disputes, and collaborated with Internal Audit on fraud-related investigations. I resolved up to 25 weekly complaints from high-net-worth clients and supported workflow coordination as Deputy Lead of the Resolution Desk.
Earlier, at Ecobank, I promoted digital banking products and supported customer onboarding, enquiries, and complaints. At Naija Taxi, I supported customers through WhatsApp, Instagram, and phone while monitoring deliveries and meeting SLA expectations.
