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Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Software
Languages
Timeline

Lilian Eze

Anti-Financial Crime Officer, Xevera - Exness
Vina Residensi Blok A-5-7 Jalan Seri Taming 2A, Taman Seri Taming, Cheras
Summary

Detail-oriented anti-financial crime officer with over 7 years of diversified professional experience including payment system and customer service. In-depth understanding of anti-money laundering procedures and the importance of exceptional customer service. Dependable and self-motivated with a strong work ethic.

Overview
1
1
Language
6
6
Certifications
7
7
years of professional experience
Work History

Anti-Financial Crime Officer

Xevera - Exness
2020-08 - Current
  • Monitor clients bank card and other payment systems transactions.
  • Monitor clients trading activities for suspicious actions.
  • Process clients trigger alerts
  • Analyze data to find irregular client patterns and abnormal activities.
  • Process clients pending withdrawal transactions.
  • Process bank card chargebacks and retrieval requests.
  • Process anti-money laundering (AML) request from Payment System Providers.
  • Process fraud report from Payment System Providers.
  • Perform client screening, accepting or rejecting KYC (Know Your Customer) documents and resolving any matches found.
  • Reviewing clients economic profiles versus trading activity matches.
  • Check new services and products at the request of other departments.
  • Collate information to identify potential system faults and prevent abuse issues.
  • Internal investigations of suspicious activities.
  • Work with relevant departments to ensure appropriate service delivery.

Payment Specialist

Exness
2019-06 - 2020-07
  • Point of contact for existing Payment Service Providers (PSPs) and Customer support via phone, email, chat, skype and jira.
  • Provide updated information to customer support for task escalation according to each PSP requirement.
  • Identify and resolve issues related to Transaction Processing.
  • Monitor Payment Service Providers Service times and communicate changes to customer support.
  • Notify customer support on scheduled maintenance from Payment Service Providers.
  • Escalating payment technical issues, downtime or non-scheduled emergency maintenance to the appropriate Payment Service Provider.
  • Conduct analysis on technical issues and communicate findings with sufficient information to the Payment Service Provider for investigation.
  • Provide troubleshooting procedures as directed by the Payment Service Provider to customer support.
  • Provide troubleshooting steps to clients experiencing technical difficulties.
  • Communicate resolution to customer support once client issues have been resolved.
  • Working closely with the Anti-Financial Crime team.
  • Assist with preparing required information for dispute, chargeback and retrieval request.
  • Monitor and report suspicious transactions to the Anti-Financial Crime team.
  • Provide appropriate transaction details for manual crediting of clients fund.
  • Improve and optimize current task escalation process by customer support.
  • Resolve client payment transactions that are not necessary related to service interruptions.
  • Resolve clients complaints related to quality assurance.

Customer Support Supervisor

Exness Group
2018-04 - 2019-06
  • Monitor and process risk alerts for trading and non-trading.
  • Monitor swap cheaters, bonus cheater and process case accordingly.
  • Monitor all company's products and service system functionality.
  • Supervise the work of customer support on floor.
  • Ensure all customers are attended to and all requests are processed properly.
  • Ensure all staff perform their assigned tasks.
  • Respond and assign clients request via phone calls, live chat, service desks, emails, social media accordingly.
  • Assist with difficult and non-standard clients cases.
  • Perform advanced troubleshooting for clients experiencing technical issues.
  • Identify and escalate suspicious risk alert to risk team.
  • Identify and escalate technical issues of clients to IT department.
  • Assign updates on clients re-solved technical issues accordingly.

Virtual Customer Support Specialist

Exness Group
2017-03 - 2018-04
  • Maintain professional relationships with all clients on international base.
  • Answer customer questions and provided accurate company's trading information.
  • Access customer information and convey necessary information to customers.
  • Take inbound and make outbound calls to clients.
  • Communicate effectively on the over the telephone and online chat with customers.
  • Promptly resolve customer complaints and escalate complaint to appropriate specialist when necessary.

Telesales Representative & Leads Generation

Envo Bpo Services
2015-10 - 2016-04
  • Demonstrate consultative sales abilities through successful presentations - over the phone of product, the promotion of new or existing portfolio.
  • Generation of new sales leads via direct customer engagement through the phone.
  • On a daily basis, track prospects - identify decision makers, timelines and specific qualifications and enter data accurately and consistently into the company's CRM.
  • Build and cultivate prospect relationships by initiating communications and following-up communications in order to move opportunities through the sales funnel. 
  • Identify business opportunities by identifying prospects and evaluating their position in the industry; researching and analyzing sales options.
  • Follow up and organize meeting for the prospect with the sales team in an effort to cultivate customer relations satisfaction with service provided.
  • Exhibit discipline and resourcefulness to meet/exceed assigned objectives.

Customer Service Officer

Union Bank Of Nigeria Plc
2014-03 - 2015-09
  • Respond to customer enquiries, determine customer needs and provide resolutions.
  • Educate customers on product options and technology issues.
  • Manage customer and bank privacy.
  • Assist customers in opening chequing or savings accounts.
  • Encourage customers to sign up for the bank's E-channels
  • Create and verify information on the bank's E-channels
  • Prospecting for new clients/lead generation.
  • Maintains customer records by updating account information.
  • Maintains financial accounts by processing customer adjustments.
  • Recommends potential products or services to management by collecting customer information and analyzing customer needs.
  • Sales and cross-selling of the bank’s financial products to new and existing customers.
  • Encourage customers to sign up for bank credit/debit card for ease of use.
  • Prepares product or service reports by collecting and analyzing customer information.
  • Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

Sales Cum Customer Service

Sterling Bank Plc
2013-08 - 2014-03
  • Provide first point of contact for customers
  • Attracts potential customers by answering product and service questions; suggesting information about other products and services.
  • Identifies business opportunities by identifying prospects and evaluating their position in the industry; researching and analyzing sales options.
  • Sales and cross-selling of the bank’s financial products to new and existing customers.
  • Encourage customers to sign up for the bank’s E-channels
  • Maintains customer financial accounts and information by recording and updating account information ensuring confidentiality at all times.
  • Work with and advise customers on accounts registration and performing financial transactions 
  • Meet with new and existing bank customers to explain the bank’s services and features.
  • Place phone calls to current bank customers regarding account transaction clarification and updates 
  • Contributes to team effort by accomplishing related results as needed.
  • Maintains quality service by establishing and enforcing organizational standards.
  • Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
  • Prepares product or service reports by collecting and analyzing customer information.
  • Recommending potential products or services to management by collecting customer information and analyzing customer need.

High School Teacher

National Youth Service Corps (Rhama Secondary School)
2012-07 - 2013-07
  • Design curriculum for Commerce Course (Senior level 1 -3)
  • Implement effective learning strategies
  • Facilitate student/teacher communication
  • Access student progress daily
  • Design and conduct term assessment.
  • Carry-out grading and issuing term results.
Education

Master of Business Administration (MBA) Global Business

University Of Sunderland (Segi Universisty)
- 2017-01

B.Sc Economics, Anthropology and Sociology

University Of Nigeria
- 2011-01
Skills
Good communication skills
Interpersonal skills
Dedicated team player
Flexible and adaptable
Initiative and Problem-solving Abilities
Goal Oriented
Analytical Skills
Ability to Multitask
Good work ethic
Honesty and Integrity
Fast learning Skills
Microsoft Office Suite
Technological skills
Accomplishments
  • Best Customer Support Supervisor of the 4th Quarter in Exness 2018
  • "Target Achiever" in Envo Bpo Services  2015 - 2016
  • Three times “Employee of the month” in Union Bank of Nigeria PLC 2015.
  • Five Times “Employee of the month” in Sterling Bank PLC 2013 to 2014.
Certification

HP Social Media Marketing

2011-01

Certified International Payment Systems Professional

2020-01

Thomson Reuters Anti-Money Laundering(AML) and Counter Terrorist Financing (Global)

2018-05

The HR School - Exceptional Service Experience

Nigerian Institute of Management (Chartered) - Proficiency Certificate in Management 2013

University of Nigeria, Nsukka - Universal Mandatory IT Training (UMITT)

Software

Salesforce

Jira

Confluence

Slack

Languages

English

Timeline

Anti-Financial Crime Officer

Xevera - Exness
2020-08 - Current

Certified International Payment Systems Professional

2020-01

Payment Specialist

Exness
2019-06 - 2020-07

Thomson Reuters Anti-Money Laundering(AML) and Counter Terrorist Financing (Global)

2018-05

Customer Support Supervisor

Exness Group
2018-04 - 2019-06

Virtual Customer Support Specialist

Exness Group
2017-03 - 2018-04

Telesales Representative & Leads Generation

Envo Bpo Services
2015-10 - 2016-04

Customer Service Officer

Union Bank Of Nigeria Plc
2014-03 - 2015-09

Sales Cum Customer Service

Sterling Bank Plc
2013-08 - 2014-03

High School Teacher

National Youth Service Corps (Rhama Secondary School)
2012-07 - 2013-07

HP Social Media Marketing

2011-01

University of Nigeria, Nsukka - Universal Mandatory IT Training (UMITT)

Nigerian Institute of Management (Chartered) - Proficiency Certificate in Management 2013

The HR School - Exceptional Service Experience

B.Sc Economics, Anthropology and Sociology

University Of Nigeria
- 2011-01

Master of Business Administration (MBA) Global Business

University Of Sunderland (Segi Universisty)
- 2017-01