Customer Service/KYC Consultant

Competencies

Analytical thinking

Creative thinking

Evaluation – Ability to evaluate according to accepted methodologies

Excellent communication – both spoken and written

Flexibility – ability to adapt to any changes without losing focus and apply my knowledge to new circumstances

Objectives

I am a young lady full of life, energetic and prepared to face any challenge that I encounter. I am highly motivated and driven by my will to deliver the best quality of work to benefit a diverse professional environment. I work well both independently and, in a team, and have a good work ethic. I would like to apply my skills and experience and add value to the company. I want to succeed in a stimulating and challenging environment that will provide me with advancement opportunities.

Personal Details

First Name : Jennifer

Surname : Kokwane

Date of Birth : 30 November 1990

Identity Number : 901***-****-***

Nationality : South African

Health : Excellent

Gender : Female

Home Language : Sesotho

Languages Spoken : English/Sotho/ Zulu/Xosa

Contact Details : 076-***-**** / 065-***-****

Notice Period : Available Immediately

E-Mail Address : ********.*****@*****.***

Physical Address : 8664 Ngiba street, Orlando West, Soweto

Educational History

Name of Institution : Suiderlig Hoerskool

Completed : 2008

Qualification : Matric Certificate

Name of Institution : Thene Training Service

Completed : 2010

Qualification : In-service Training Certificate (Call Centre)

Employment History

Name of Company : Lawyer’s Voice

Position Held : Field Agent/ Sales co-coordinator

Period : March 2009 – July 2011

Reason for leaving : Retrenchment

Duties and Responsibilities (Field Agent)

Receive training from the employer about relevant brand or merchandise I need to sell.

Collect relevant application forms for policies for brands and merchandise.

Work in the field selling the merchandise

Do relevant presentations to shop stewards or managers about the brand were selling.

Collect and check that necessary details have been filled in correctly in the forms.

Submit the completed forms back to head office.

Duties and Responsibilities: Sales Co-coordinator

Conduct a refresher course that included a full background on the product i.e. Legal Insurance

Identify a Synopsis of detailed target market the company wishes to gravitate towards.

Assist sales consultants in equipping them with right tools to make quality sales and successfully complete their training.

To co-ordinate training on marketing strategies and other dynamics.

Name of Company : Tradeway

Position Held : Promotions/Sales

Period : September 2011- April 2012

Reason for leaving : Part-time Contract

Name of Company : Regus

Position held : Client Service Representative

Period : July 2013 / October 2013

Duties and Responsibilities at Regus:

Answering of switchboard

Provide information to callers

Ensure that calls are directed to the correct person or department

Take detailed messages and send to the intended recipient via e-mail

Welcome visitors by greeting them in person or on the telephone

Distribute and dispatch post and parcels via courier services in a cost-conscious manner

Maintaining a safe and clean reception are by complying with procedures, rules and regulations

Provide general administrative support including management of stationery for clients and management and office supplies.

Book meeting rooms for clients and organize beverages for meetings according to the clients’ desire.

Ensure that security is not compromised in the building by using the correct procedure for visitors

Create welcoming atmosphere through teamwork and deliver a good level of customer service.

Name of Company : Standard Bank Head Office

Position held : KYC Remediation Consultant

Period : August 2014 to June 2015

Duties and Responsibilities at Standard Bank:

•Ensure all correctly certified FICA documents are in place

•Communicate information to customers calmly and confidentially, and present key points to the customer for client to understand and values to be fulfilled.

•Proactively identify trends that may affect the quality of data and ensure corrective action and escalation to management is applied appropriately and timeously.

•Ensure complete accuracy in the execution of all exceptions reports related to KYC

•Adapt and plan appropriately to manage own workload

•Produce innovative ideas to streamline internal processes in the area.

•FICA calls made when required to inform clients of their FICA non-compliant status and to submit original proof of residence as well as proof of identity or mandate or any legal documents to the nearest Standard Bank branch

•Updating and writing case notes according to compliancy status

•Conduct all processes with optimal regulatory compliance in mind

Name of Company : ABSA Bank Head Office

Position held : Payments Sanctions Analyst

Period : September 2015 to March 2016

Duties and Responsibilities at ABSA Bank

Investigate violations within the Vrisk system at level 1 or 2 and serve as the first level of control to evaluate alerts as false or potential true hits

Source information from the internet, worldcheck, safewatch, Vrisk and Absa systems as secondary level of information to assist in the decision-making progress

Source information from the International Financial Institutions (IFI) counterparties to assist in the decision-making progress

Formulate decisions to accept/reject or refer payments and capture rationale under the Why, Why, How methodology within Vrisk

Compile exceptions requests and escalations reports for all referred payments and forward to the GMLC team for further comments and to be submitted to Barclays Group compliance for approval/decline

Escalate details of potential true positives matches on a sanctioned entity or individual to the Payment Sanctions Screening Manager and Head of Sanctions by completing the rejection template to the required standards and time lines

Maintain all elements of the CIB Risk management model by:

Highlighting process and procedural inefficiencies to the relevant Manager/Team

Monitor compliance to Service Level Agreements between the ITC and International Banking Operations and report status and deviations to the ITC Manager

Serves Internal departments and external clients and promotes CIB by:

1.Creating a favorable impression as the first point of contact by living the Absa Values.

2.Obtaining relevant information from all parties involved (i.e. the client, the relationship executive, credit department etc.) to completely understand client needs.

3.Finalize and conclude client queries within set SLA’s as well as keep the client informed about the status pertaining to the enquiry.

Tracking and providing feedback on investigations within set SLA’s

Identify and rectifying errors, problems and queries within set SLA’s

Referring problems where necessary and suggesting solution

Name of Company : First National Bank Head Office

Position held : KYC Remediation Administrator

Period : June 2016 to October 2016

Duties and Responsibilities at First National Bank

Ensure clients meets their KYC obligations on an ongoing basis

Perform KYC screening for new and existing client accounts

Maintain records and perform quality checks on indexed documentation received of all clients

Liaise with customers, branch staff regarding outstanding FICA documentation

Escalating accounts on freeze level to the quality assurance department upon receipt of documents required for customer to be FICA Compliant.

Contribute to the achievement of the team’s Key Performance indicators.

Additional duties may be assigned from time to time as required.

Name of company : ABSA Bank (Auckland Park)

Position held : Final Tier Consultant (KYC)

Period : November 2016 to April 2017

Duties and responsibilities at ABSA

Perform the required KYC screenings on customers documenting the information obtained on the clients as required by global KYC procedures.

Customer Identification Process as it pertains to corporations and individual client.

Build and maintain positive and productive working relationships internally

Constant review and updating of KYC requirements and applying appropriate tenets to client projects

Multi-task with ability to prioritize goals and still hit deadlines and expectations

Name of company : DSV Global Transport and Logistics

Position held : Customer Service Agent (Inbound)

Period : September 2018 to April 2019

Duties and Responsibilities at DSV Distribution Centre

To handle incoming phone calls

To communicate customer inquiries, messages or feedback to the relevant team members

The tracking of customer and branch parcels

Be able to arrange special trips

Pull COD's and sending POD's upon request

Processing of quotes and collections

Updating incidents notes on Query Logger

Escalation to the Customer Service Team where required

Timeous resolution of any customer complaints.

Assisting with telephonic queries to ensure prompt and courteous attendance to customer queries

Name of company : DSV Global Transport and Logistics

Position held : Customer Service Agent (Outbound)

Period : June 2019 to date

Duties and Responsibilities at DSV Mounties

Contact clients and inform them that we are to deliver their bank cards.

Describe products and take clients through services and procedures

Effectively handle any customer issues and have in-depth knowledge of the company's products and services.

Provide personalized customer service by responding to the needs of the customers.

Identify and overcome objections

Identify and escalate priority issues

Update existing customer information

Strive for first call client resolution

Ensure customer satisfaction and provide professional customer support

Meet personal/team targets

Reporting to manager

References

Company Name : Lawyer’s Voice

Contact Person : Edward Samakhomva (Head of HR)

E-mail Address : ******@************.**.**

Contact Numbers : 011-***-****

Company Name : Trade way

Contact Person : Charmaine

Contact Numbers : (011-***-****

Company Name : Regus

Contact Person : Carole Dyzel

E-mail Address : ******.*****@*****.***

Contact Number : 011-***-****

Company Name : Standard Bank

Contact Person : Kyle Govender (Operations Manager)

E-mail Address : ****.********@************.**.**

Contact Number : 011-***-**** / 072-***-****

Company : ABSA Bank

Contact Person : Paul Kekesi -Manager Sanctions Payments Screening

E-mail Address: : ****.******@****.**.**

Contact Number : 011-***-****

Company : First National Bank

Contact Person : Desiree (Account Manager)

E-mail Address: : *******@*****.**.**

Contact Number: :011-***-****/ 082*******

Company : ABSA Bank

Contact Person : Monica Buthelezi (Team leader)

E-mail Address: : *******@****.**.**

Contact Number: :011-***-****

Company : DSV Global Transport and Logistics

Contact Person : Thulane Xaba (Team leader)

E-mail Address: : *******.****@**.***.***

Contact Number: : 012*******

Company : DSV Global Transport and Logistics

Contact Person : Thembinkosi Ndlovu (Team leader)

E-mail Address: :

Contact Number: : 011*******/081*******

Contact this candidate