Sales Office

S’phumelele Mnomiya

West Avenue, Ferndale ● Johannesburg ● Phone: 061*******

● adjdsg@r.postjobfree.com

“I am a passionate and experienced banker specialist in credit card with over three years’ experience in that division and over seven years’ also in knowledge of other general banking work within the financial services industry.

I am a confident self-starter focused on pursuing the challenges and opportunities which will promote and encourage professional growth within a performance-oriented organization. I am a honest, reliable and trustworthy team player.” Personal Information

● Date of Birth: 28 February 1987

● Gender: Female

● MaritalStatus: Single

● Driver’s License: Yes

● Languages: English (Read, Write, Speak)

Zulu (Read, Write, Speak)

Xhosa (Read, Write, Speak)

Skills

●

Conflict handling skills

●

Effective telephone

mannerisms

●

Effective level of

communication and interpersonal

skills

●

Multi-media communication

PC/Keyboard skills and MS Office

applications

●

Proficiency in identifying and

●

Broad understanding of

Group procedures, products and

service

●

Banking and or

accounting skills

●

Proven ability to solve

problems varying in complexity

●

Ability to deal with

demanding customers

●

Client Service

actioning cross-selling opportunities ●

Helpful, effective, ethical,

innovative and accountable.

●

Manage personal

development to increase own skills

and competencies.

Professional Experience

First National Bank

Client Service Banker March 2015 – November 2020

Role as Consultant:

Credit Card

● Handling enquiries and complaints from customers concerning a broader range of complex products with reference to team leaders.

● Identifying customer needs and providing information on a broad range of the Group’s products and services.

● Resolving customer complaints and escalating as necessary within agreed turnaround time.

● Ensure high standards of product knowledge and adherence to protocols to ensure that customers receive accurate and consistent information.

● Consistent delivery of customer service with each customer interaction

● Assist in championing the need for continuous improvement.

● Contribute to contact center business and operational planning process.

● Understand own key performance indicators and understand how to track and improve own performance with personal development plans.

● Take on additional responsibilities and supporting others when necessary to delivery legendary customer service.

Cheque Card

● Working on resolving issues for banking customers on cheque, credit and loan accounts.

● Linking customer’s accounts.

● Updating customer details on the system.

● Provide efficient and effective administration support to ensure accuracy in the functional area.

● Resolve all customer queries efficiently, and within agreed timelines.

● Ensure retention and growth of the customer base. Analyse the needs of service and customer complaints.

● Fulfil the assigned work schedule and measurement requirements set by the unit. Sales

● Promote cross-selling of financial products and services.

● Inform and suggest new banking products and services to customers.

● Track, control and influence sales activities with the specific aim to achieve previously determined sales target.

● Influence and manage process which leads into successful sales.

● Achieve individual target as set according to appropriate business area and sales plan.

● Influence the growth of active customer account base to increase the client base. Standard Bank

Office Administration: October 2014–February 2015 (contract) Role as Administrator:

● Dealing with client’s accounts on a high level, clients refunds and lost funds (tracing funds).

● Compile, copy, sort and file records of office activities, business transactions and other activities.

● Maintain and update filing, inventory, mailing and database systems, either manually or capturing on system.

● Working on different accounts e.g. personal accounts, home loans and system for refunds.

● Making sure that stats are reached and goal as they were targets for the refunds had to be complete in a day.

First National Bank

Data Capture (KYC) April 2013 –October 2014

Role as a Data capture:

● Ensuring primary clients are KYC (new, existing and secondary holders).

● Identifying KYC requirements as per CCD standards.

● Reviewing submitted documents from clients and ensuring documents completeness.

● Handling inbound calls for clients’ accounts that have been blocked. Verifying documents and uplifting holds provided documents are accurate.

● Indexing documents from online banking and emailing system PEMS. Liaising with clients via email

● Ensuring all ad hoc queries is effectively responded to and following process protocol to achieving client service excellence

● Ensuring clients satisfaction by delivering service that is consistent and seamless and error free

● Maintain detailed records on clients and analyze client data Nedbank Personal Loans

Account Office Clerk March 2012 –February 2013

Role as office Clerk:

● Administration work

● To make sure that loans are processed and paid into the accurate account

● Logging and paying out loan amounts to clients for different reason

● Communicating with the clients about the loan

● Checking the documents and processing correct information for the loans

● Working with the branches that do the loan application for the clients before processing it

● Checking client’s credit and information before paying out Technology

Software: MS Office (Word, Access, Excel, PowerPoint) Education

DANVILLE PARK GIRL’S HIGH SCHOOL

January 2000 – December 2005

Matriculation Certificate

UNISA - BBA Degree (marketing and communication) incomplete

*Academic Transcripts available on request.

References

First National Bank

Team Leader: Salim Shaik – 087*******

Nedbank Personal Loans

Team Leader: Gitesh/ Phindile – 031*******/084******* Standard Bank

Team Leader: Shanaz Ismail – 031*******

Contact this candidate