Favour Kalu
WARSAW
Summary
Detailed oriented operations and Onboarding Specialist with experience supporting financial services, customer onboarding, process configuration, and cross-functional collaboration. Proven ability to review documentations, configure and validate processes, troubleshoot issues, and support timely delivery of solutions. Strong communicator with experience in banking operations, customer support, compliance, and service quality in a fast paced environments.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Account Support Officer
EUROAFRICA SERVICES
05.2024 - 09.2025
- Supported onboarding and service delivery by preparing, reviewing, and validating client documentation
- Liaised with clients and internal teams to ensure timely setup and delivery of services
- Coordinated internal requests and created follow-up tasks to support operational execution
- Monitored service quality and ensured adherence to internal procedures and guidelines
- Prepared operational reports and provided accurate status updates to stakeholders
- Assisted in training new staff on systems, procedures, and documentation standards
HFS TRANSFER AGENT
BNP PARIBAS
05.2022 - 12.2023
- Supported onboarding and processing of investor transactions by reviewing, validating, and configuring data within internal systems
- Ensured accurate transcription of hedge fund documentation into agency platforms in line with agreed specifications
- Performed daily reconciliation activities in collaboration with BNP Paribas Banking Division
- Investigated discrepancies and resolved exceptions to ensure accurate processing and reporting
- Maintained compliance with internal procedures, quality standards, and service-level agreements (SLAs)
- Collaborated with internal stakeholders to ensure timely and accurate delivery of operational services
Customer Service Representative
SITEL GROUP
01.2021 - 03.2022
- Provided customer and technical support by resolving inquiries related to services and systems
- Troubleshot issues, escalated complex cases, and followed up to ensure resolution
- Delivered accurate and complete information in line with communication procedures and policies
- Achieved high customer satisfaction by maintaining clear, professional, and timely communication
- Supported service efficiency improvements by identifying recurring issues and suggesting solutions
Education
Bachelor of Science - Business Management
Lazarski University
Warsaw, Poland07-2026
Skills
- Operations & Onboarding Support
- Process Configuration & Testing
- Stakeholder & Merchant Communication
- Documentation & Contract Review
- Troubleshooting & Issue Resolution
- Attention to Detail
- Excel / Google Sheets
- Business processes
- strong team player
- Ticketing tools (Jira, ServiceNow & internal ticketing systems
Certification
Mastering Customer Onboarding and Adoption UDEMY - DECEMBER -2025
AML and KYC - KYC Lookup- Issued Nov 2025
Timeline
Account Support Officer
EUROAFRICA SERVICES
05.2024 - 09.2025
HFS TRANSFER AGENT
BNP PARIBAS
05.2022 - 12.2023
Customer Service Representative
SITEL GROUP
01.2021 - 03.2022
Bachelor of Science - Business Management
Lazarski University
Reading, Volunteering,Fitness training
- Volunteering and community engagement
- Reading (personal development, business, and technology)
- Fitness training and wellness