Olatooke Ola
@olatookeola
Customer service specialist with 10+ years optimizing digital banking operations.
NigeriaWhat I'm looking for
I am a results-driven customer service specialist with over ten years' experience in digital banking operations, refunds and dispute resolution, and client service management. I consistently resolve complex customer issues, streamline transaction processes, and leverage technology to improve satisfaction and operational efficiency.
At Wema Bank I led initiatives that increased new account openings by 62% through onboarding process improvements and overhauled settlement and reconciliation across multiple payment platforms. As a Refunds and Dispute Specialist and Customer Support Specialist, I reduced complaints, minimized chargebacks, and recovered funds through thorough investigations and cross-institution collaboration.
I bring strong leadership, CRM and process-improvement skills, and advanced product knowledge to teams focused on delivering exceptional customer experiences. I am committed to proactive problem-solving, maintaining data confidentiality, and driving continuous improvement in digital financial services.
Experience
Work history, roles, and key accomplishments
Customer Support Specialist
Sterling Bank
Jan 2023 - Present (3 years)
Diagnose and resolve card declines and transfer failures by liaising with merchant and beneficiary banks, trace and recover funds, and manage airtime, bill payments, and ATM transactions to ensure uninterrupted e-banking services.
Refunds and Dispute Specialist
Keystone Bank
Sep 2021 - Dec 2022 (1 year 3 months)
Led refunds, disputes, and chargeback processing for ATM, POS and web transactions (MSC/Verve/Visa), reducing complaints and financial exposure through improved dispute management and team guidance.
Digital Operations Manager
Wema Bank
Jun 2019 - Sep 2021 (2 years 3 months)
Overhauled settlement and reconciliation for electronic products across NIBSS, Remita, Interswitch and others, and redesigned onboarding processes that increased new accounts by 62% while ensuring accurate GL reporting.
Client Business Service Manager
Wema Bank
Jan 2012 - Dec 2018 (6 years 11 months)
Managed teller and cash vault operations with a 3-minute transaction turnaround, improved transfer accuracy to 98%, and led client-facing operations that increased branch productivity by 70%.
Education
Degrees, certifications, and relevant coursework
USUniversity of Suffolk
Master of Business Administration, Business Administration
Pursuing a Master of Business Administration at the University of Suffolk, focusing on advanced business management and leadership topics.
ULUniversity of Lagos
Master of Science, Risk Management
2015 - 2015
Completed a Masters in Risk Management, covering enterprise risk frameworks and financial risk mitigation techniques.
BUBowen University
Bachelor of Arts, Economics
2010 - 2010
Earned a Bachelor degree in Economics with coursework in microeconomics, macroeconomics, and quantitative methods.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
Interested in hiring Olatooke?
You can contact Olatooke and 90k+ other talented remote workers on Himalayas.
Message OlatookeFind your dream job
Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
