Experience

• 

  African bank

  Jan 2014 - Jan 2018

  Sales consultant

  Selling the banks products in line with the performance agreement.Attending to clients queries and complaints.

• 

  Africanbank

  Apr 2018 - now

  1.Implementation of the group compliance risk management strategy and framework 2.Assist in identifying all relevant laws and regulations pertaining to the activities of the group and or business units 3.Assist with the development of risk management plans 4. Provide assistance to management, business and project teams to adhere to the relevant group standards, policies and practices 5.Continuous monitoring of controls in place in order to provide regulatory risk assurance to business and group compliance as per group compliance standards 6.Conduct reviews to provide assurance that internal and external audit issues are timely addressed and resolved 7.Proactively report to line management on findings and deficiencies in the controls and recommend corrective action 8.Preparing reports on monitoring and reporting for line management 9.Ensuring that all material non – compliance findings are entered into the issues log and assist with monitoring that corrective action is taken 10.Assist with the preparation of monthly and quarterly reports for submission to line manager, internal stakeholders and regulators11.Creating awareness on legislative requirements 12.Conducting presentations 13.Conducting compliance training 14.Assisting with review and sign off of training material 15.Assist with issuing of compliance alerts 16.Assist with identifying and advising of the need for training intervention in respect of new or amended laws or regulations 17.Assisting with any other tasks as may be requested in order to promote the effectiveness of the compliance division 18.Pre-transaction sign-off by supervisor intermediately 19.Make follow - up calls to customers after the rendering of financial services by the supervisee to confirm certain aspects of the Fais Act 20.Post transaction sampling – Audit 21.Do appropriate post transaction sampling 22.Checking of correctness of documents 23.Observe interaction between supervisee and customers Show less 1. Act as an initial point of contact for customers in a service environment and provide high quality first call solutions to customers service needs within the least amount of handling time (Balance enquiries, statement requests and/payment arrangements)within parameters of the call centre.2. Handle high volumes, medium complexity customer enquiries.3. Assist (inbound)/contacts (outbound) potential customers and back office.4. Identifies customer needs, promotes a high level of service experience.5. Promote the customer self-service options.6. Identify customer’s needs, clarify information, research every issue and provide solutions and/or alternatives.7. Liaise with other departments and third parties on behalf of clients as per mandates or flag.8.Follow up and provide feedback to all clients, branches and third parties to keep them updated on a status of the query. 1.Correctly logs service requests (queries and complaints) as either “first contact” resolution or non-first contact resolution. 2.To answer/handle and resolve all customer enquiries/ requests and complaints across all mediums (i.e. phone, fax, written communication via e-mail) accurately and within agreed service times (turnaround times) and close the enquiry. 3.Accurately captures updates or amends customer information and history notes. 1.Maintains and improves own quality and customer satisfaction scores by adhering to standards and guidelines. 2.Handles and ensures that service requests within mandate are actioned within agreed timelines. 1.Provides professional accurate and quality service to customers in line with the customer first methodology. 2.Listens to the customer and asks appropriate questions and makes an effort to understand customer needs/concerns/situations. Show less

  • FAIS Risk and Compliance officer

    Aug 2019 - now

  • Customer Service Specialist

    Apr 2018 - Jul 2019