Chiamaka Nzeji
Personal Banking Advisor @Lloyds Banking Group
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WORK HISTORY
Personal Banking Advisor @Lloyds Banking Group
Manchester, GB
Manage end-to-end bereavement cases, from initial notification through to estate closure, liaising with executors, solicitors and beneficiaries.•I helped improve customer satisfaction by 30%, ensuring families get the support they need with account management and fraud prevention when they are most vulnerable.• Support vulnerable customers experiencing bereavement, illness, and financial difficulty, using FCA guidelines to guide ethical and fair resolutions.• Act as a point of escalation for emotionally sensitive cases, working with internal teams (Legal, Complaints, Fraud) to ensure consistency and compliance.• Coach frontline staff on effective communication and de-escalation techniques to improve customer outcomes.• Document all case interactions thoroughly in CRM systems to ensure traceability and audit-readiness.• Identify recurring themes from escalations and propose improvements to processes and internal policies.
EDUCATION
Imo State University
Economics
Ulster University
Master's degree, International business with Human Resource management
ABOUT CHIAMAKA NZEJI
I am a Bereavement Specialist with over four years’ experience in UK financial services, currently supporting customers at Lloyds Banking Group. I manage end to end bereavement cases, working directly with families, executors and solicitors to progress estate administration in line with regulatory and risk requirements. My role involves handling complex estates, completing Source of Wealth and AML checks, and supporting vulnerable customers in accordance with FCA principles and Consumer Duty expectations. I regularly balance empathy with firm decision making to ensure customers feel supported while controls are applied correctly. Beyond casework, I support colleague development through training and guidance, contribute to process improvements that reduce delays and repeat contact, and act as a point of escalation for sensitive or high risk cases. I am known for delivering consistent outcomes in emotionally complex situations while maintaining strong compliance standards.
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