Work Type
Full timeLocation preference
On-siteOpen to relocation: Yes
Frehiwot Yehualla
Addis Ababa,Ethiopia
Work preference
Summary
Results-driven banking professional with extensive experience in customer service, digital banking, and operations. Excels in managing inquiries, processing transactions, and ensuring compliance with policies. Strong communicator and problem-solver, dedicated to enhancing customer relationships and operational efficiency. Committed to supporting branch goals and promoting banking services.
Overview
1
1
Language
9
9
years of post-secondary education
14
14
years of professional experience
Work history
Mobile and Internet Banking Officer
Awash International Bank S.C.
Addis Ababa, Ethiopia
2020.12 - Current
- Assisted customers with mobile and internet banking registration, activation, and service setup.
- Provided technical support and troubleshooting for digital banking access issues, transaction errors, and login difficulties.
- Educated customers on the effective and secure use of mobile banking, internet banking, and other digital financial services.
- Supported customers with digital fund transfers, bill payments, balance enquiries, and other electronic banking transactions.
- Resolved customer complaints related to digital banking services promptly and professionally.
- Monitored digital banking transactions and escalated suspicious activities or technical issues in accordance with bank procedures.
- Coordinated with relevant departments to resolve complex digital banking issues and minimise service disruptions.
- Ensured compliance with customer identification, data protection, information security, and internal banking procedures.
- Identified recurring digital banking challenges and recommended improvements to enhance service reliability and customer satisfaction.
- Built strong customer relationships by providing clear guidance, timely assistance, and reliable after-sales support.
- Contributed to branch performance targets by encouraging customers to adopt convenient and secure digital banking channels.
Senior customer service officer
Awash International Bank S.C.
Addis Ababa, Ethiopia
2019.05 - 2020.12
- Managed complex customer inquiries and provided effective solutions to ensure customer satisfaction.
- Handled customer complaints professionally and ensured timely resolution in accordance with bank policies and procedures.
- Strengthened customer relationships through effective communication, follow-up, and personalised service.
- Improved customer service efficiency by streamlining complaint-handling and service delivery processes.
- Supported customer retention initiatives by addressing concerns promptly and enhancing the overall banking experience.
- Ensured compliance with Know Your Customer (KYC), anti-money laundering (AML), and internal banking procedures.
- Identified recurring customer service issues and recommended practical solutions to improve service quality.
- Collaborated with colleagues and other departments to resolve complex service issues efficiently.
- Contributed to achieving branch service standards and operational targets through professional customer engagement.
Customer service officer
Awash International Bank S.C.
Addis Ababa, Ethiopia
2016.07 - 2019.05
- Provided professional customer service by responding to inquiries and resolving customer issues promptly and effectively.
- Processed customer requests related to account opening, account maintenance, and banking services in accordance with established procedures.
- Handled customer complaints efficiently, ensuring timely resolution and a positive customer experience.
- Explained banking products and services to customers and recommended suitable solutions based on their financial needs.
- Maintained accurate customer records and ensured proper documentation of banking transactions and service requests.
- Verified customer identification documents and followed Know Your Customer (KYC) requirements and internal compliance procedures.
- Supported the promotion of banking products and digital banking services to improve customer engagement.
- Built and maintained strong customer relationships to enhance customer satisfaction and retention.
- Coordinated with relevant departments to resolve complex customer inquiries and service-related issues.
- Ensured the confidentiality and security of customer information in accordance with bank policies.
- Identified opportunities to improve customer service processes and enhance operational efficiency.
- Contributed to achieving branch service standards through teamwork, effective communication, and professional conduct.
Bank Teller
Awash International Bank S.C.
Addis Ababa, Ethiopia
2015.09 - 2016.06
- Processed daily cash deposits, withdrawals, fund transfers, and other banking transactions accurately and efficiently.
- Verified customer identities, signatures, and transaction documents in accordance with bank policies and procedures.
- Maintained accurate cash balances and ensured that all transactions were properly recorded and reconciled at the end of each working day.
- Provided prompt, courteous, and professional customer service while handling routine banking inquiries.
- Identified and resolved transaction discrepancies and reported cash differences to the appropriate supervisor.
- Ensured compliance with internal controls, anti-money laundering (AML) requirements, and customer identification procedures.
- Maintained the security and confidentiality of cash, customer information, and sensitive banking documents.
- Detected and escalated suspicious transactions, counterfeit banknotes, and other potential financial irregularities in accordance with bank procedures.
- Educated customers about available banking products, services, and alternative transaction channels.
- Managed cash levels effectively to ensure sufficient funds were available for daily customer transactions.
- Prepared daily transaction reports and maintained proper documentation for audit and reconciliation purposes.
- Handled customer complaints and transaction-related concerns professionally, ensuring timely resolution or referral.
- Contributed to branch operational efficiency by maintaining accuracy, minimising transaction errors, and following established service standards.
- Collaborated with colleagues and supervisors to support smooth branch operations and achieve customer service objectives.
Bank Cleaner
Awash International Bank S.C.
Addis Ababa, Ethiopia
2012.05 - 2013.10
- Maintained cleanliness and hygiene throughout banking premises, including offices, customer service areas, teller counters, and meeting rooms.
- Cleaned and sanitised floors, desks, windows, furniture, washrooms, and other facilities to maintain a professional working environment.
- Ensured that customer waiting areas and reception spaces remained clean, organised, and welcoming.
- Supported the bank's professional image by ensuring a clean, orderly, and comfortable environment for employees and customers.
- Collected and disposed of waste appropriately in accordance with hygiene and environmental standards.
- Replenished cleaning supplies and washroom essentials to ensure uninterrupted daily operations.
- Used cleaning equipment and chemicals safely and in accordance with established safety procedures.
- Reported maintenance issues, damaged equipment, and potential workplace hazards to the appropriate supervisor.
- Handled office furniture, equipment, and facilities carefully to prevent damage and maintain workplace safety.
- Followed bank security procedures and respected the confidentiality of documents and customer information encountered during cleaning duties.
- Managed cleaning materials and supplies efficiently to minimise waste and support cost-effective operations.
- Managed cleaning materials and supplies efficiently to minimize waste and support cost-effective operations.
- Completed assigned cleaning tasks within scheduled timeframes while maintaining consistent quality standards.
- Demonstrated punctuality, reliability, teamwork, and a strong commitment to workplace hygiene and safety.
PC Operator
Awash International Bank S.C.
Addis Ababa, Ethiopia
2013.10 - 2015.09
- Processed and entered banking data accurately into the bank’s computer systems in accordance with established procedures.
- Supported daily banking operations by maintaining, updating, and retrieving customer and transaction records.
- Prepared, formatted, and maintained reports, correspondence, and other administrative documents using computer applications.
- Verified data accuracy and completeness to minimise errors and maintain reliable banking records.
- Assisted staff with computer-related tasks, system access issues, and basic technical troubleshooting.
- Maintained the confidentiality and security of customer information and sensitive banking data.
- Organised and maintained electronic and physical records for efficient retrieval and reference.
- Supported the preparation of daily operational reports and other documentation required by the branch.
- Ensured proper handling, storage, and backup of electronic files in accordance with bank procedures.
- Reported computer system errors, technical issues, and operational disruptions to the appropriate department for resolution.
- Followed established information security policies and procedures to protect banking systems and data.
- Coordinated with colleagues and other departments to support smooth and efficient daily operations.
- Assisted in maintaining accurate documentation for internal controls, audits, and compliance requirements.
- Demonstrated attention to detail, time management, and reliability when handling multiple administrative and data-processing tasks.
Education
Master of Business Administration - Business Administration
Leadstar College Of Management And Leadership
Addis Ababa, Ethiopia 2019.09 - 2021.09
Bachelor's degree - Accounting
National College
Addis Ababa, Ethiopia 2014.09 - 2018.08
Diploma - Accounting
St. Mary's University College
Addis Ababa, Ethiopia 2010.09 - 2013.07
Skills
- Digital banking promotion
- Customer education
- Financial compliance
- Quality Assurance
- Knowledge of [Software]
- Problem-solving
- Strategic planning
- Team building
- Leadership
- Resourcefulness
- Communication skills
- Calm under pressure
- Marketing
- Inventory management
Languages
English
Fluent
Timeline
Mobile and Internet Banking Officer
Awash International Bank S.C.
2020.12 - Current
Master of Business Administration - Business Administration
Leadstar College Of Management And Leadership
2019.09 - 2021.09
Senior customer service officer
Awash International Bank S.C.
2019.05 - 2020.12
Customer service officer
Awash International Bank S.C.
2016.07 - 2019.05
Bank Teller
Awash International Bank S.C.
2015.09 - 2016.06
Bachelor's degree - Accounting
National College
2014.09 - 2018.08
PC Operator
Awash International Bank S.C.
2013.10 - 2015.09
Bank Cleaner
Awash International Bank S.C.
2012.05 - 2013.10
Diploma - Accounting
St. Mary's University College
2010.09 - 2013.07