Client Services Specialist
Resume:
KHOMOTSO MASETSA BOPAPE
Alexandra
Johannesburg
2090
Career Objective
***************@*****.***
To leverage my extensive experience in client communication and query management within the financial services sector to provide exceptional service, enhance customer satisfaction, and contribute to the success of a dynamic organization. Brief Ideal Profile
A dedicated professional with extensive experience in client communication and query management within the financial services sector. Skilled in answering phone calls and emails from clients, providing navigational assistance on investment products, and managing transactional queries efficiently. Proficient in liaising with stakeholders, validating requests, and ensuring compliance with regulatory requirements. Demonstrates strong process adherence, generating necessary documents, and utilizing data to identify trends and educate clients on effective product usage. Personal Details
Full Names and Surname : Khomotso Masetsa Bopape
Nationality : South African Citizen
Gender : Female
Language Proficiency : English, Tshivenda, Xitsonga, Sepedi, IsiZulu and Sesotho Education
Institution : Mancosa
Qualification : Advance Certificate in Financial Planning Year : Feb 2025-present
Institution : Mindworx Academy (First Rand Group)
Qualification : Business Analysis NQF Level 6
Year : July 2022 - June 2023
Institution : University of Venda
Qualification : Bachelor’s degree of Hydrology and Water Resources Year : 2016 - 2021
Institution : S.T Bede’s Catholic High School
Highest Grade Passed : Grade 12
Subjects : Mathematics, Physical Sciences and Geography 084-***-****
Working Experience
ASHBURTON INVESTMENTS
Client Service Specialist -RMBSA Global Markets
February 2024 up to date
• Phone calls: Answering phone calls and emails from clients, providing navigational assistance on investment products and ensuring clear and professional communication using Ciso Finess and Japper system.
• Query Management: managing the queues, check, open, and classify new queries and actively managing transactional queries until completion.
• Stakeholder Coordination: Liaising and coordinating with various IFA’s, Financial advisors and brokers regarding client requests, ensuring timely and accurate responses.
• Document Generation: Generating statements, tax statements, CGT statements, transaction forms to the clients also providing fee commission statements to brokers and IFA’s.
• Data Utilization: Utilized data from AWD to ensuring client KYC compliance.
• Efficient Query Resolution: Resolving all customer queries efficiently in mailbox and within agreed timelines (SLA).
• Client Investment Portfolio: Navigating client’s online access, confirming status of the client portfolios, track and viewing client transactions.
• Client Communication Channels: channeling customers calls to respecting teams or individual.
• Request Validation: valuating the clients request, income fees change, static change, fund switches, withdrawals, deposits allocation, change of client financial advisor and debit orders. FNB (Wealth and Investment Solutions)
First Job Internship -Administrator
2022 – 2023
• Managed action and control aspects related to the settlement of equities, ensuring effective controls to mitigate risks and prevent losses during transaction capture.
• Efficiently processed equity settlement trades, including account transfers, portfolio moves, book-overs, and offshore deals, with high accuracy and within specified time constraints.
• Conducted thorough checks on pending corporate events for shares being transferred, ensuring accuracy and compliance.
• Identified potential risks and implemented proper controls to eliminate them, maintaining a high level of accuracy and attention to detail.
• Demonstrated strong teamwork skills, collaborating effectively with team members to ensure smooth and efficient settlement processes.
• Adhered to relevant statutory, legislative, policy, and governance requirements, following established processes and procedures.
• Proactively managed personal development to enhance competencies and skills, staying updated with industry trends and best practices.
Acquired Professional Skills and Knowledge Background
• Client Communication: Proficient in answering phone calls and emails, providing clear and professional navigational assistance on investment products.
• Stakeholder Coordination: Skilled in liaising and coordinating with various stakeholders to ensure timely and accurate responses to client requests.
• Request Validation: Adept at validating requests for accuracy and completeness before communicating with clients.
• Process Adherence: Strong ability to follow established processes accurately and ensure comprehensive documentation.
• Document Generation: Competent in generating statements, tax statements, and ensuring client KYC compliance.
• Data Analysis: Capable of utilizing data from financial systems to identify trends and educate clients on efficient product usage.
• Problem-Solving: Effective in resolving complex issues and ensuring customer satisfaction through innovative solutions.
• Customer Service: Committed to delivering exceptional service that exceeds customer expectations and enhances satisfaction and loyalty.
• Attention to Detail: Meticulous in ensuring accuracy and completeness in all tasks, reducing errors and improving efficiency.
• Time Management: Skilled in managing multiple tasks and meeting deadlines in a fast-paced environment.
• Team Collaboration: Strong team player with the ability to work collaboratively and supportively with colleagues.
• Adaptability: Flexible and adaptable to changing priorities and new challenges.
• Technical Proficiency: Proficient in using financial systems and software to manage queries and generate reports.
• Interpersonal Skills: Excellent interpersonal skills, capable of building and maintaining positive client relationships.
• Continuous Improvement: Dedicated to ongoing professional development and staying updated with industry trends and best practices.
• Leadership and Motivational Skills: Effective in leading and motivating teams to achieve goals.
• Administration Support Skills: Proficient in providing administrative support to ensure smooth operations.
• Data & Business Analysis: Skilled in analyzing data and business processes to drive improvements.
• High Level of Computer Literacy: Proficient in using various computer applications and software.
• Data Collection and Interpretation: Experienced in collecting and interpreting data to inform decision-making.
• Business Requirements and Use Cases: Capable of defining and analyzing business requirements and use cases.
• Business Communication and Etiquette: Demonstrates professional communication and business etiquette.
• Construction and Analysis of Business Processes: Experienced in constructing and analyzing business processes for efficiency.
• Stakeholder Relations Management: Effective in managing relationships with stakeholders.
• Microsoft Office, Power BI, SQL, and APAX: Proficient in using these tools for various business functions.
• Report Writing and Research Skills: Skilled in writing reports and conducting research.
• Product Knowledge: knowledge of FNB LISP products (Living Annuity, Investment Account, Pension Preservation Account, Private Equity Endowment, Tax Free Unit Trust Account, Retirement, Provident Preservation, Ashburton Manco Unit Trust Investment and RMB Performance Linked Investment. Online Certificates
Power BI from STYAVA
FNB’s Process Efficiency Awareness Programme (White Belt). Reference
Name : Hassen Shaista
Position : Line Manager (FNB Wealth and Investment Solutions) Tel : 082-***-****
Name : Samson Jordache
Position : Line Manager
Tel : 087-***-****
Contact this candidate