Olatunbosun Z.
Mid-Level Banking Operations Professional
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About
Zainab O. is a seasoned professional in the banking operations and customer service space, with over four years of focused experience in Nigeria's financial sector. Her expertise encompasses high-volume transaction processing, FX and treasury operations, cross-border payments, and team supervision. Zainab excelled as a Customer Service Executive at Distinct Ventures, leading a team to streamline order processing in printing and branding services. At the United Bank for Africa Plc, she further showcased her skills as a Digital Service Champion, enrolling customers in digital banking solutions and enforcing regulatory compliance. Her role also included processing international payments via PAPSS and other platforms, handling FX teller duties, and supporting cybersecurity initiatives. Zainab's academic credentials include a BSc in Accounting from Lagos State University and related qualifications, bolstered by a Cybersecurity Certification from Utiva. Known for her precision and regulatory adherence, she has played a crucial role in building customer relationships and optimizing processes.
Experience
Customer Service Executive
Distinct Ventures · 2025 — PresentLed a team responsible for customer service and order processing, ensuring timely capture and delivery of client print and branding orders. Managed the full cycle of order processing including order entry, invoicing, and payment tracking utilizing Excel and internal tools. Acted as the primary contact for client queries and complaints, promptly resolving issues to ensure client satisfaction. Coordinated with production teams to provide accurate updates on job status to clients while maintaining detailed records of orders, payments, and client information. Supported the onboarding process and supervised team members, monitoring performance and service quality.Operations – Digital Service Champion
United Bank for Africa Plc · 2024 — 2024Enrolled customers on digital banking platforms and addressed customer complaints per service standards. Ensured compliance with regulations during customer interactions and upheld quality standards across varying channels, elevating customer feedback to management. Recommended enhancements to service delivery processes.Customer Service Representative
United Bank for Africa Plc · 2023 — 2024Functioned as the initial point of contact for customers, resolving complaints and inquiries in alignment with service standards. Provided timely feedback through accurate analysis and interpretation of customer information. Fostered enduring customer relationships by delivering consistent, high-quality service and escalated Voice of Customer feedback to management to ensure adherence to quality standards.Customer Service Representative (Block Card)
United Bank for Africa Plc · 2023 — 2024Processed inbound and outbound communications for card blocking requests throughout Nigeria and West Africa. Addressed customer complaints associated with unauthorized transactions with accuracy and efficiency.Customer Service Representative
Hedmee Company Limited · 2020 — 2020Initiated outbound calls to ensure timely prioritization and resolution of client requests while maintaining quality standards across customer interaction channels.Internal Audit Intern
Leadway Assurance Company Ltd · 2016 — 2016Assisted in executing audit tests to evaluate the effectiveness of controls and risk management processes. Aided in drafting reports that encapsulated audit findings along with suggested improvements. Reviewed financial records to ensure compliance with company policies and industry regulations.Operations – Team Member, Operations
United Bank for Africa PlcExecuted customer transactions, such as deposits and transfers, ensuring both precision and customer satisfaction. Handled the annual renewal process for vendor SLAs including documentation and signatories. Processed PAPSS transfers supporting operations related to cross-border transactions while consistently adhering to compliance and operational accuracy standards.FX Teller
United Bank for Africa PlcManaged cash handling and franchise teller functions, executing a high volume of transactions accurately. Processed salary schedules, pension payments, and international money transfers using platforms like Western Union and MoneyGram. Conducted FX transactions including FCY transfers, PTA, and BTA, along with fund transfers via MIFT and NEFT. Engaged in issuing and liquidating drafts, cheque clearing and truncation, while preparing General Ledger proofs on a weekly and monthly basis. Assisted in processing Treasury Bills and supporting FX transactions via the CRP portal. Contributed insights toward cost reviews of contractor consumables in alignment with budget and best practices, and aided in the development of a validation tool using Microsoft tools to track outsourced staff data.
Skills & Expertise
Education
- BSc AccountingLagos State University · — — 2023
- HND AccountingYaba College of Technology · — — 2018
- ND AccountingMoshood Abiola Polytechnic · — — 2015
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