jonas O.
Senior Back Office Operations Specialist
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Jonas O. is an accomplished Back Office Operations Specialist with over eight years of experience spanning insurance, financial services, and customer support. Based in Salvador, Brazil, Jonas demonstrates expertise in handling complex customer service roles, focusing extensively on transaction review, AML/KYC, and compliance within regulated banking environments. His tenure at Access Bank PLC in Nigeria saw him excel in reviewing accounts, managing escalations, and contributing to system upgrades, earning recognition as the Best Customer Care Officer during a core banking system transition. Currently, in his role at Global Insurance Services Inc. in Massachusetts, Jonas manages policy documentation and customer records, ensuring adherence to regulatory standards and accuracy across CRM systems. His adeptness with tools like Salesforce, HubSpot, and Microsoft Office bolsters his capacity to operate effectively in remote and high-volume settings, making significant contributions to team efficiency and customer satisfaction.
Experience
CUSTOMER SUPPORT & OPERATIONS SPECIALIST (REMOTE)
ASAPTICKETS / INTERNATIONAL TRAVEL NETWORK, UNITED STATES · 2025 — 2025Delivered remote customer support to clients in the U.S. and Canada regarding travel inquiries and itinerary adjustments. Managed system updates, client documentation, and maintained accurate customer records. Handled schedule modifications, cancellations, and promptly resolved issues while prioritizing customer needs in a fast-paced environment. Communicated effectively with both internal teams and external partners to uphold service standards.CUSTOMER SUPPORT & POLICY ADMINISTRATION (REMOTE)
GLOBAL INSURANCE SERVICES INC., MASSACHUSETTS, UNITED STATES · 2025 — PresentRespond to customer inquiries about policy coverage and service requests with a focus on accuracy and professionalism. Oversee policy documentation and updates within CRM systems, ensuring confidentiality and data integrity. Coordinate policy changes, renewals, and follow-ups in compliance with internal procedures and regulatory standards. Partner with internal teams to address escalated issues ensuring timely resolutions. Manage sensitive customer and policy information with discretion while adhering to high service and compliance standards.CUSTOMER SERVICE & BACK OFFICE OPERATIONS OFFICER
ACCESS BANK PLC, NIGERIA · 2016 — 2024Provided comprehensive customer service support, focusing on both frontline and back-office operations in a regulated banking context. Reviewed and ensured accuracy and compliance of customer accounts and transactions in accordance with internal policies and AML/KYC standards. Addressed escalated customer issues and managed compliance inquiries, dealing with onboarding documentation and elevating complex cases as necessary. Worked in concert with Operations, Compliance, and Management teams to resolve account-related issues efficiently. Maintained meticulous records, prepared various reports, and assisted with scheduling and executive administrative tasks. Supported internal controls by implementing account restrictions and monitoring subsequent actions. Engaged in a Train-the-Trainer program to facilitate system upgrades and contributed to service efficiency improvements.
Skills & Expertise
Education
- Higher National Diploma (HND) – AccountingPlateau State Polytechnic · 2014 — 2017
- CISCO Networking Academy CertificationUniversity of Jos · 2013 — 2015