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Service Customer

Location:
Johannesburg, GP, South Africa
Posted:
January 03, 2017

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Curriculum Vitae of Fathima Rocker

*

Personal Details

Name & Surname: Fathima Rocker

Commonly Known as:

Fat’z

Nationality:

South Africa

Contact Numbers (Cell & Work):

071 *** ****

e-Mail Address:

acx3je@r.postjobfree.com

Are you currently a Permanent

Employee?

N/A

Current Position Grading N/A

Qualifications

Qualification (including Matric) Institution Date

Grade 12

Matric

Willowmead Secondary School 2010

Subjects: English

Afrikaans

Geography

Travel & Tourism

History

Mathematical Literacy

Life Orientation

Curriculum Vitae of Fathima Rocker

2

Relevant Training

Description Institution Date Duration

Customer First Analysing Reports SBSA 2015 1 Day

Customer First Reports 101

SBSA

2015

1 Day

Code of Ethics

SBSA

2015

1 Day

Advance Sanctions

SBSA

2015

1 Day

FAIS Non-Customer Facing

SBSA

2015

1 Day

National Credit Act

Compliance

SBSA

SBSA

2015

2015

1 Day

1 Day

Competition Law

SBSA

2015

1 Day

Personal Account Trading

SBSA

2015

1 Day

Companies Act

SBSA

2015

1 Day

Technology Risk

SBSA

2015

1 Day

Consumer Protection Act

SBSA

2015

1 Day

Business Continuity Management

SBSA

2015

1 Day

Savings on NDS Account Maintenance

SBSA

2015

1 Day

Product Knowledge

SBSA

2015

1 Week

Curriculum Vitae of Fathima Rocker

3

Career History (3 Most recent positions)

Employer (1): Standard Bank South Africa

Division: Customer Channels

Period: August 2013 – April 2014

Position: Service Consultant

Summary of Duties and Responsibilities:

Interview all new customers and provide advice on appropriate products to meet individual needs.

Open accounts according to laid-down instructions.

Load limits and indicators according to laid-down instructions when opening accounts.

Prepare account holder records and new mandates for signature.

Order new ATM cards.

Identify the need for specialist services.

Interview customers and obtain the necessary instructions/authority.

Process instructions according to laid-down procedures.

Prepare account holder records and new mandates, where applicable.

Ensure that funds in closed accounts are disposed off or overdraft recovered.

Retain cheque books and ATM cards for closed accounts, if necessary.

Take in renewal instructions of fixed deposits.

Attend to early repayments.

Interview customers applying for lending business.

Capture new/increased loan account limits.

Obtain balance sheets from customers, where required.

Motivate applications for facilities which are more than laid-down limits to Credit Division.

Assist with letters of motivation to Home Loans Division.

Identify cross-selling and migration opportunities and sell products/services reactively.

Participate in tactical sales/marketing activities as required.

Complete sales and lead generation tracking forms on a daily basis.

Attend to all other interviews pertaining to customer portfolios and/or requests for additional services or advice.

Order replacement Master Cards on request from customers.

Attend to walk in customers queries.

Obtain acknowledgements of debt, when necessary.

Attend to inter-account transfers.

Authorize and release transactions within own level of authority.

Check integrity of data with each customer interaction, e.g. customer telephone numbers.

Attend to customer queries/complaints.

Complete customers query forms and forward to the Customer Care Consultant/Account Support Officer, where required.

Technology used:

BDS, Microsoft Outlook, Microsoft Excel, Microsoft Word, Microsoft PowerPoint BDS Curriculum Vitae of Fathima Rocker

4

Employer (2): Standard Bank South Africa

Division: PBB OSS Service Fulfilment

Period: June 2014 – June 2016

Position: Physical Doc’s Consultant

Summary of Duties and Responsibilities:

Resolving queries and ensuring all SLA’s are met.

Effectively liaise with internal and external customers.

Build collaborative and cohesive relationships with all stakeholders that have a direct influence on the success of our business.

Remedy service breakdowns and recover by maintaining the highest level of service thereafter.

Identify gaps in the service aspect by highlighting incidents and providing input to trend analysis.

Adherence to operational compliance and internal regulations as appropriate to the team, department and division.

Ensure customers receive appropriate feedback in the format that the customer requested

(telephone call, email, letter, etc.)

Ensure that the communication complies with all authorities granted or withheld.

Adopt an innovative approach in providing a focussed level of service.

Ensure that laid-down instructions are adhered to while providing excellent service.

Resolve client queries and complaints and log leads in accordance with agreed procedures

Analyze and resolve client queries and complaints in accordance with the required turnaround time and behavior requirements.

Stay abreast of procedures, practices and guidelines in the bank by attending the required training, implementing feedback received and attending and contributing in team initiatives.

Ensure accurate capture, updating or amendment of customer information and notes.

Ensures that service requests in personal worklist are actioned within agreed timelines. Technology used:

Microsoft Outlook, Microsoft Excel, Microsoft Word, Microsoft PowerPoint BDS, Customer First & CATS.

Employment References

Contact Person Organisation / Company Contact Detail Salmon Vermaak Standard Bank of South Africa 083 *** **** Achievements / Accomplishments / Value add:

Achieved Beyond Excellence awards for numerous months. Curriculum Vitae of Fathima Rocker

5



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