Customer Care

CURRICULUM VITAE

OF

ZABULON RANTI BOKABA

PERSONAL DETAILS

SURNAME : Bokaba

FIRST NAMES : Zabulon Ranti

TITLE : Mr

IDENTITY NUMBER : 751***-****-***

CONTACT NUMBERS : 074******* / 011 721 - 7286

E-MAIL ADDRESS : ************.******@************.**.** HOME ADDRESS : 141 Vincent Thusi Street

Mmesi Park

P. O. Dobsonville

Soweto

1863

NATIONALITY : South African

MARITAL STATUS : Single

HEALTH : Excellent

DRIVERS LICENCE : Code 10

LANGUAGES : English, Setswana, Sotho and Zulu

SKILLS : Computer Skills (MS OFFICE)

HOBBIES : Watching Soccer, Volunteering and

Listening to music

EMPLOYMENT HISTORY

EMPLOYER : Standard Bank South Africa

DIVISION/DEPARTMENT : Regulatory Instruction Management (RIM) Operations Shared Services (IPC)

Card Division Call Centre

PERIOD : 2005 June to Date

POSITION/S : Analyst (Bank Risk) 2018 October 8 to Date Service Fulfilment Admin Consultant 2010 - 2018

Call Centre Consultant 2005 June - 2010 August

DUTIES AND RESPONSIBILITIES RIM, IPC AND RIM

• To conduct accurate customer data analysis, forensic data searches, implementation of detailed instructions and compilation of accurate reports / documentation packs in response to legal and regulatory instructions (i.e. subpoenas, court orders and directives) received from SABRIC, Money Laundering Surveillance(MLS); Excon Control Compliance (Excon); Legal Advisory Services (LAS); Group Financial Crime Control

(GFCC); Operational Risk and PBBSA Compliance are executed as instructed for PBB and Wealth products and channels.

• Receives instructions from SABRIC, MLS, Excon, LAS, PBB Compliance Risk and Regulatory Services to extract (where relevant) information on customer accounts or to execute specific actions at account or customer BP level (e.g., based on subpoenas, court orders and directives).

• Interprets and analyses the request in order to ensure the legitimacy of the instruction and advises the requester of the account / transacting implications if instructions are executed (e.g., no debits may be passed through the account and could result in certain unpaid items).

• Receives confirmation from the requester in order to proceed with the instructions.

• Provide expert knowledge where required to the requester (e.g. can immediately advise on wrong account numbers, advise on period where date cannot be provide, etc.)

• Conducts in depth investigations on customer accounts across multiple source systems

(this could be up to 8 systems at a time) in order to identify the customer’s exposure to the bank– in order to advise the appropriate business units on the required actions to be taken / adhered to.

• Conducts forensic investigations into customer records for information on the customers related parties. The investigation will involve extensive searches across all source systems as well as the EIW data warehouse to identify other customers who may be related parties or where the required customer(s) is a related on other account, this will be on cases where a customer:

o Is a signatory to an account opened,

o Is holding secondary cards on other accounts,

o Has signed surety on other accounts / products,

o Is a director / partner of an identified entity, o Is holding non-transactional products such as trusts, insurance, etc.

• Researches the bank’s various databases and external sources of information (e.g. CIPC, Google searches etc.) in order to present a view of the customer personal and account behaviour end-to-end in line with instructions.

• After evaluating the amount of work involved to verify the customer exposure, commits to a timeline for delivery of the customer information report.

• Presents the customer information report on or before deadline to the relevant stakeholder for analysis in order for them to give further instructions.

• Resolves all queries received from relevant stakeholders regarding the customer information report.

• Conducts in depth investigations on customer accounts across multiple source systems

(this could be up to 8 systems at a time) in order to identify the customer’s exposure to the bank– in order to advise the appropriate business units on the required actions to be taken / adhered to.

• Conducts forensic investigations into customer records for information on the customers related parties. The investigation will involve extensive searches across all source systems as well as the EIW data warehouse to identify other customers who may be related parties or where the required customer(s) is a related on other account, this will be on cases where a customer:

o Is a signatory to an account opened,

o Is holding secondary cards on other accounts,

o Has signed surety on other accounts / products,

o Is a director / partner of an identified entity, o Is holding non-transactional products such as trusts, insurance, etc.

• Researches the bank’s various databases and external sources of information (e.g. CIPC, Google searches etc.) in order to present a view of the customer personal and account behaviour end-to-end in line with instructions.

• After evaluating the amount of work involved to verify the customer exposure, commits to a timeline for delivery of the customer information report.

• Presents the customer information report on or before deadline to the relevant stakeholder for analysis in order for them to give further instructions.

• Resolves all queries received from relevant stakeholders regarding the customer information report.

• Read through the subpoena document carefully and ensure there is correct understanding of information required by the court subpoena

• Based on the information required – determine if the deadline will be met, if the deadline will not be met, request extension from the investigating officer and/or from the requester

• Extract all information as required by the court subpoena – this could be for one or multiple customers and will include information such as: o Opening documents (application forms, mandates, etc.) o KYC documentation

o Bank statements (for any period up to 10 years)

o Cash deposit and withdrawal information

o ATM logs and footage

o Detailed transaction history – this requires the tracing and analysis of transactions that pass-through customer accounts in order to have a clear view

/ understanding of account/s activities and account holder behaviour

• Prepares a 236-affidavit stipulating all information that has been gathered and has been supplied

• In instances where information is not available, prepares a letter to state what information is not available and stipulate reasons

• Prepares packs for review and sign off by the LAS legal managers. Ensures that LAS managers concern and questions are addressed adequately

• Makes arrangements to deliver the information pack (in the format requested – could be printed paper or CDs) to the relevant regulatory body / law enforcement agency directly, or via a local branch where information can be collected

• Professional engagements with all stakeholders – requester (LAS, etc.), other colleagues from branch and law enforcement agencies, which could be SAPS, NPA, Hawks, etc.

• Provides correct information about account location as well Relationship Manager details to LAS Managers. This may require contacting other sources and making appropriate means to find the information in cases where information is not visible on BDS

• Typing, faxing, emailing, photocopying and scanning of documents and communication with clients. Handling inbound and outbound calls with clients. Resolving queries within average call handling time and ensuring all SLA’s are met.

• Answering in-bound calls on credit card, homeloans and vehicle queries

• Escalating matters outside of own area of responsibility.

• Effectively liaise with internal and external customers

• Ensure customers receive appropriate feedback in the format that the customer requested (telephone call, email, letter and sms)

• Maintain confidentiality of customer information at all times.

• Ensuring all transactions are done legally and comply with FICA and Money laundering legislation requirements whilst ensuring the bank’s risk is minimised.

• Maintain relationships with Customer Debt Management to ensure processes and procedures are followed to avoid customers going into arrears due to query

• Maintain relationships with Financial Operations to ensure correct procedures are followed to avoid any financial loss. Daily report accurate and stats send in time to the Team Leader.

• System knowledge: Credit Card(CPS), NT2000 (VAF System), Imaging system

(Capman/filenet), VAF Workflow (Imaging system), BDS (Branch system), OS2

(Homeloans system), Digiview (Credit card statements system), Tunleys EFS (Statement system), CPS, and Customer 1st .

STANDARD BANK IN-HOUSE TRAINING

National Credit Act, Money Laundering

Fica, White belt / Six Sigma, Customer Experience

Fais (Non customer facing)

Vehicle and Assest finance

Credit card, Homeloans and Customer 1st

EMPLOYER : MTN South Africa

OCCUPATION : Call Centre Agent (directory Enquiries) DURATION : 2004 - 2005

EDUCATION QUALIFICATIONS

INSTITUTION ATTENDED : HAVATECH Skills Training Centre QUALIFICATION OBTAINED : Computer Literacy/Call Centre Administration YEAR OBTAINED : 2004

SUBJECTS PASSED : Introduction to computing, Microsoft word, Telephone skills, Call Centre communications,

Behavioural Skills and Customer care

INSTITUTION ATTENDED : FOUNDATION BUSINESS COLLEGE QUALIFICATION OBTAINED : Advanced Business Administration SUBJECTS PASSED : Economics, Public Relations

Advertising and Advanced Marketing

Accountancy, Selling Skills, Marketing

Credit Control, Business Finance

Personnel Management, General Management

PC Orientation, Computerised Accountancy

Report Writing

YEAR OBTAINED : 1995 – 1997

INSTITUTION ATTENDED : SOLUTIONS BUSINESS COLLEGE

QUALIFICATION OBTAINED : One Year Executive Secretarial Diploma YEAR OBTAINED : 1994

SUBJECTS PASSED : Typewriting, Office Practice, Business English Speedwriting and Wordperfect

LAST SCHOOL ATTENDED : Mapetla High School/Star Schools (WITS) QUALIFICATION OBTAINED : Matric Certificate

YEAR OBTAINED : 1994

SUBJECTS PASSED : Sepedi, English, Afrikaans, History and Bibs LAST SCHOOL ATTENDED : Mapetla High School

QUALIFICATION OBTAINED : Matric Certificate

YEAR OBTAINED : 1994

SUBJECTS PASSED : Sepedi, English, Afrikaans, History and Bibs REFERENCES:

• Miss Thuli Mutumane : Team Leader Standard Bank RIM RISK CARD, VAF, Customer 1st and BDS

Contact/s : 011-***-**** / 074-***-****

• Ms Linda Page : Former Team Leader Standard Bank IPC VAF, CARD and BDS

Contact/s : 083-***-****

• Jason Wing : Former Team Leader Standard Bank IPC VAF and BDS

Contact/s : 082-***-****

• Mrs Pinky Luthuli : Former Team Leader Standard Bank IPC CARD, VAF, BDS and HOMELOANS

Contact/s : 073-***-****

• Mr Easylife Mulibana : Former Team Leader Standard Bank CARD Card Call Centre Customer Service

Contact/s : 073-***-****

• Mr Mohamed Essa : Former Team Leader Standard Bank IPC CARD, VAF and HOMELOAN

Contact/s : 082-***-****

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