Summary
Overview
Work History
Education
Skills
Timeline
Generic

Akin Idowu

Dublin

Summary

I am a seasoned banking and financial services professional with extensive industry expertise and a proven track record. My commitment to delivering comprehensive financial solutions, achieving exceptional outcomes, and ensuring client satisfaction aligns perfectly with the demands of a financial advisor role. Holding the Accredited Product Advisor (APA) qualification in Regulations, Loans, Pensions, Life Assurance, Savings & Investment, I adhere rigorously to regulatory requirements, fulfilling the Central Bank’s Minimum Competency Code (MCC). With up-to-date CPD hours and a current pursuit of full QFA status, I am poised to contribute my financial acumen and analytical skills to a dynamic and challenging work environment.

Overview

12
12
years of professional experience

Work History

Community Operations Analyst

COVALEN SOLUTIONS
01.2024 - Current
  • Investigating and resolving reported issues (inquiries via ticketing system)
  • Using market knowledge and insights to find solutions to improve the support of community of users.
  • Gathering, analyzing and utilizing data to develop ways to improve overall user experience.
  • Recognizing trends and patterns and escalating issues to the global team
  • Identifying inefficiencies in workflows and suggesting solutions

Mortgage Arrears Specialist

CPL/BANK OF IRELAND
03.2023 - 01.2024
  • Managed portfolio of pre-arrears/arrears accounts via Case Management and Dialer files by pro-active engagement thereby maximizing recoveries and achieving best outcomes.
  • Interacted and negotiated with customers and Third-Party professional representatives to establish reasons for arrears and then guiding them through the bank’s alternative repayment arrangements.
  • Responsible for resolving mortgage arrears queries/requests in conjunction with other Teams.
  • Assessed customer situation for payment relief purposes and administered Standard Financial Statements (SFS) and Financial Information Forms (FIF).
  • Responsible for recording clients’ Income & Expenditure metrics for financial assessment purposes.
  • Coordinated the processing of Direct Debit Mandates, Change of Repayment Dates and Addresses.
  • Handled collections over-the-phone, through Bank’s payment platform, and processing account-to-account credit transfer instructions.
  • Responsible for logging complaints on the Bank’s Complaints portal.
  • Executed Voice-of-the-Customer information for insights and metrics after each contact, setting exclusions and arranging Callback requests.
  • Followed CCMA & CPC regulatory guidelines through customer interactions.
  • Developed strong client relationships through consistent communication and attentive service.

Everyday Banking Advisor – Accounts Transition & Online Banking Activation

CPL/BANK OF IRELAND
11.2022 - 03.2023
  • Managed both inbound & outbound high-volume calls.
  • Primary point of contact for KBC customers moving over to BOI
  • Adhered to AML/KYC procedures prior to online banking activation.
  • Responsible for resolving migration queries on Mortgage, Credit Card, Loans and Deposit accounts.
  • Executed the update of data migration supporting applications with KBC account holders information.
  • Responsible for logging complaints on Bank’s complaints management platform.

Customer Service Executive

COVALEN SOLUTIONS, IRELAND
Ireland
12.2021 - 03.2022
  • Handled high volume inbound calls through AWS virtual call Centre.
  • Responsible for making outbound calls to clients, where necessary.
  • Responsible for booking COVID-19 vaccination appointments for callers.
  • Executed and maintained client’s information on Salesforce CRM system.
  • Ensured strict compliance with Data Protection (GDPR) guidelines.

Bank Operations Specialist

COVENANT MICROFINANCE BANK
Nigeria
11.2017 - 11.2018
  • Expedited loan processing times through diligent documentation review and verification procedures.
  • Improved security measures for online banking, minimizing the risk of fraud and identity theft.
  • Streamlined bank operations by implementing efficient processes and systems.
  • Enhanced customer satisfaction with timely resolution of account issues and inquiries.
  • Maintained strict compliance with regulatory requirements, ensuring the bank''s adherence to industry standards at all times.
  • Contributed to cost-saving initiatives by identifying inefficiencies in existing processes and recommending practical solutions for optimization purposes.
  • Mitigated risks associated with cash handling activities through strict adherence to internal controls and established security procedures.
  • Assisted clients with issues or requests and mentored employees on customer service techniques.
  • Oversaw branch operations and workflow for consistency.
  • Monitored performance and completed performance appraisals for reports.

Credit Collections Specialist

COVENANT MICROFINANCE BANK
Nigeria
06.2017 - 11.2017
  • Contributed to improved cash flow by promptly addressing overdue accounts with effective negotiation skills and payment arrangements.
  • Used wide variety of financial analysis tools to examine customers for potential risk via liquidity, leverage ratios and forecasting trends.
  • Exceeded personal collection targets consistently while maintaining high levels of customer satisfaction throughout challenging negotiations.
  • Compiled and analyzed data for review by senior management of loan loss reports to measure portfolio performance.
  • Facilitated cross-department collaboration to address and resolve complex billing issues that contributed to delayed collections efforts.
  • Called customers by telephone to collect past due invoices, verify accuracy of charges or to correct account errors.
  • Developed comprehensive reports on collection activities, enabling management to make informed decisions regarding credit policies and procedures.
  • Assisted legal counsel in preparing documentation for litigation proceedings involving delinquent accounts when necessary.

Online Banking Analyst

COVENANT MICROFINANCE BANK
Nigeria
05.2013 - 06.2017
  • Member of team that powered the implementation of ATM Verve Card scheme for the bank.
  • Participated in the integration, UAT and sign-off process of Instant Pay solution.
  • Worked with web designer to deliver secured
  • Responsive & interactive bank website.
  • Querying, Reporting, and monitoring ATM & Online transactions on bank’s portal.
  • Responsible for card PIN re-set/re-issue, activation/deactivation, and card-account linkage, new PIN issuance and logging of failed transaction claims.
  • Assisted in the reconciliation process of settlement transaction accounts.
  • Designed Verve ATM card using specifications from card scheme company.
  • Responsible for PoS, Web & ATM transactions posting, settlement, analysis, and reporting.
  • Supported senior analysts in the preparation of high-quality reports for presentation to executive leadership teams.
  • Counted currency, coins and checks in cash drawer, night depository and ATM.
  • Created independent tools to verify data and results of analytical systems.

Customer Service Executive

COVENANT MICROFINANCE BANK
12.2011 - 05.2013
  • Headed the transition from manual filing system to an automated version.
  • Designed user-friendly account opening forms thereby improving account opening customer experience.
  • Performed KYC/AML and followed Due Diligence procedure to deliver service.
  • Followed CDD procedures and prepared monthly reports on new account records.
  • Handled customers’ requests via in-person, phone calls, text messages and emails.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
  • Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
  • Boosted customer retention rates by providing exceptional service and building rapport with clients.
  • Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
  • Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
  • Coached and mentored junior team members, contributing to their professional growth and development.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Education

MSc. Data Analytics -

Dublin Business School
Ireland

BSc. Economics -

Covenant University
Nigeria

Skills

  • Programming: Python for Machine Learning, SQL, and R
  • Data Visualization: Python, Tableau, Microsoft Power BI, and Excel
  • Database querying: PostgreSQL or Microsoft SQL
  • Operating Systems: Windows and Linux
  • Microsoft Office Suite: Outlook, Excel, Word, PowerPoint, SharePoint and Dynamics
  • Call handling, Relationship Management skills and Account servicing experience
  • Negotiation and analytical skills
  • Problem-solving and communication skills
  • Ability to work independently or as part of a team to meet deadlines
  • Excellent data management, analysis, and reporting skills
  • Working knowledge of KYC/AML and Compliance regulatory requirements
  • Strong interpersonal and team building skills
  • Friendly, Positive Attitude
  • Teamwork and Collaboration
  • Customer Service
  • Problem-Solving

Timeline

Community Operations Analyst

COVALEN SOLUTIONS
01.2024 - Current

Mortgage Arrears Specialist

CPL/BANK OF IRELAND
03.2023 - 01.2024

Everyday Banking Advisor – Accounts Transition & Online Banking Activation

CPL/BANK OF IRELAND
11.2022 - 03.2023

Customer Service Executive

COVALEN SOLUTIONS, IRELAND
12.2021 - 03.2022

Bank Operations Specialist

COVENANT MICROFINANCE BANK
11.2017 - 11.2018

Credit Collections Specialist

COVENANT MICROFINANCE BANK
06.2017 - 11.2017

Online Banking Analyst

COVENANT MICROFINANCE BANK
05.2013 - 06.2017

Customer Service Executive

COVENANT MICROFINANCE BANK
12.2011 - 05.2013

MSc. Data Analytics -

Dublin Business School

BSc. Economics -

Covenant University

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Akin Idowu