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Philip Norman

@philipnorman

Card Fraud Consultant at First National Bank Ghana, reviewing payment-channel fraud alerts and developing fraud prevention policies.

Ghana

Message

At First National Bank Ghana, I monitor and help prevent potential fraud across payment channels. I review and reconcile debit card fraud alerts and disputes, and provide analytical data for fraud rules and decision-making.

I also develop and implement fraud prevention policies and procedures. I facilitate weekly calls with external fraud analysts to mitigate fraud risks.

At First National Bank Ghana's Complaint Management Desk, I developed and implemented an enhanced complaint-handling system that increased customer satisfaction. I conducted root-cause analyses, trained frontline staff, and supervised email, social media, and SMS channels.

Earlier, I handled customer service and complaint resolution at GHL Bank and Jumia Ghana Limited, and worked in underwriting at Phoenix Insurance Ghana. My experience also includes accounting, claims, and financial recordkeeping.

Experience

Work history, roles, and key accomplishments

Current

Card Fraud Consultant

Current

First National Bank Ghana

Jul 2022 - Present (4 years 3 months)

Monitor and prevent potential fraud across all payment channels. Review and reconcile debit card fraud alerts and disputes, and provide analytical data to support fraud rule creation and decision-making.

Fraud Detection Fraud Prevention Reconciliations Data Analysis Risk Management

Client Experience Consultant

First National Bank Ghana

Jul 2021 - Jun 2022 (11 months)

Developed and implemented an enhanced complaint-handling system, increasing customer satisfaction. Conducted root-cause analyses to address recurring issues and trained frontline staff on effective complaint management techniques.

Complaint Management Root Cause Analysis Customer Satisfaction Training Communication Skills

Client Experience Consultant

GHL Bank

Sep 2019 - Jun 2020 (9 months)

Managed high-volume inbound calls, addressing customer concerns promptly and professionally. Reactivated dormant accounts through targeted customer engagements and handled retail business campaign requests.

Customer Service Inbound Calls Account Re Activation Campaign Management

Customer Service Representative

Jumia Ghana Limited

Feb 2017 - Oct 2018 (1 year 8 months)

Resolved customer complaints via phone, email, and social media. Assisted with order placements, refunds, and exchanges, and initiated customer-focused surveys to enhance service quality.

Customer Service Complaint Resolution Social Media Order Management Survey

Underwriting Officer

Phoenix Insurance Ghana

Jun 2013 - Dec 2016 (3 years 6 months)

Assessed risk profiles using underwriting software to determine coverage eligibility. Provided advisory services on renewals and calculated costs to establish premium pricing.

Underwriting Risk Assessment Insurance Pricing Advisory

National Service Personnel

Anyinam Health Centre

Oct 2011 - Aug 2012 (10 months)

Verified National Insurance Scheme cards for clients. Summarized and priced monthly department claims and assisted with administrative duties and client engagement.

Administrative Support Client Engagement Claims Processing