Sibusiso Shongwe

Experience

• 

  Tiro Africa Group

  Mar 2021 - Apr 2022

  IT Technician

  - Perform troubleshooting to diagnose and resolve problems.- Stay up to date with relevant IT processes, procedures and systems in the bank (including new updates).- Follow up and ensure the resolution of escalated queries within stipulated timeframes.- Ensure that all documentation and processes are completed for equipment that has been written off.- Maintain and broaden knowledge of technology and best practices.- Checking computer hardware to ensure functionality.

• 

  Capitec

  May 2022 - now

  - Installation of new devices according to application specifications- Ensure correct daily set-up and preparation of the day.- Update Card Services department if equipment is replaced.- Respond to all allocated hardware and software related calls and queries through Omni channels via Teams or any other relevant system, within agreed timeframes and measures.- Show Clients how to activate and use remote channels and self-service in branch for shorter, less complex transactions (e.g. DNR and SST).- Support the ABM by checking client documents in line with latest RICA and as displayed at the Hello Point. Show less - Responsible for ensuring documentation is complete and compliant with FICA requirements for the full suite of products and services: new Global1 accounts, salary drops, mobile banking, banking app., direct loans, credit, and debit orders.- Ensure all client details are always captured completely and accurately on all banking platforms and systems in accordance with company policy.- Subscribe to the guiding principles of “CEO” - Client First, Energy, and Ownership of delivering consistently on clients’ needs, providing a thorough explanation of the full Global One product offering in the context of the client’s needs.- Resolve all client queries pro-actively by contacting the client and providing an update on the query status within 24 hours, escalating, when necessary, in accordance with Capitec guidelines/ processes/ systems and instructions.- Responsible for processing direct applications for remote / non-face-to-face client interactions (in applicable branches). Show less - Consistently demonstrate CEO behaviors (Client centricity, Energy and Ownership, attending to clients in a fast, friendly, professional manner to enable and enhance client service.- Ensure that all clients are issued with a queue ticket and direct them to the correct service point in the branch.- Stay abreast of client documentation changes which will be communicated in C-alerts and/or TLS sessions.- Stay abreast of new products, document requirements etc. through TLS sessions and organizational communication. Show less

  • Branch Champion

    Sept 2023 - now

  • Service Consultant

    Feb 2023 - now

  • Bank Better Champion

    May 2022 - Jan 2023