Customer Service Relationship Management
Resume:
CAREER SUMMARY
PERSONAL DETAILS
SKILLS
PROFESSIONAL EXPERIENCE
• Accomplished Bank and Customer Service Professional with extensive and solid experience in sales management, digital banking (including transformation), branch operations, business relationship management, lending, risk management, strategy formulation and implementation in Retail Banking Division.
• Able to lead implementation of new and improved system processes, using lean techniques.
• Broad minded, innovative and results driven with proven ability to lead successful initiatives and projects.
• 20+ years of experience in Banking Fundamentals.
• Adept in bank processes, systems, operations, governance, quality, risk frameworks, internal controls, legal and regulatory requirements.
• Proven ability to identify opportunities for process improvement, systems optimization, risk assessments, developing effective compliance and operations programs and develop solutions to enhance quality and accountability.
• Highly developed ability to work in a multipressurised environment, with a diverse affluent client base and team, utilizing clear and open communication. RELATIONSHIP MANAGER- PRIVATE BANKING COMMERCIAL BANK OF ZIMBABWE (CBZ) AUG 2024 - TO DATE
Outline: performs a role focusing on client relationship management, including client acquisition, provision of personal financial advice and on-going servicing of retail clients.
Key responsibilities:
Strategic planning an effective Customer Relationship management and loyalty programme.
Effectively planning and coordinating of corporate events and customer visits within the portfolio.
Evaluation of new opportunities to cross-sell CBZ Group services & products.
Maintaining a quality advances book always.
Attaining portfolio sales and utilization levels as per assigned budget for selected products offered by the bank as advised.
Ensure clients are abreast with all the relevant digital platforms to enable convivence while transacting.
Responsible for the CVP client value Proposition, making sure that clients understand it and are willing to buy most of the services.
ENSURE FULL awareness of all policies and procedures issued in relation to money laundering prevention and KYC.
Report all suspicious transactions.
Ensure full awareness of all policies relating to operational risk, sales processes, mis-selling and comply with them.
Finding strategies to achieve 10% contribution revenues to retail banking.
Serve as the bank one-point contact to the high-net-worth customers. Sex: Female
D.O.B: 02/12/84
Address: Harare, Zimbabwe
Phone: +263-***-***-***/772 200 015
Email: *****************@*****.***
EDUCATION
CHIKWENYA KIMBERLEY TENDAI
Bank Professional/Client Services
BACHELOR OF COMMERCE HONOURS
DEGREE IN MARKETING MANAGEMENT
Midlands State University (MSU)
2019
COP CERTIFICATION LONG AND SHORT-
TERM INSURANCE
Insurance institute of Zimbabwe
2021
MILESTONES
Effectively collaborated a successful fire
drill with Borrowdale Branch (first time
ever drill) and objectives were met.
Achieved over 1 million in loan sales within
the first year of joining CBZ.
Best sales person in SCB 2021 with the
most outstanding loans.
Named the best Bank Teller in the Country
(2013) and won a Holiday to Nyanga
courtesy of the CEO.
2 service awards in Retail Banking SCB in
2019.
RELATIONSHIP MANAGER - PRIORITY BANKING STANDARD
CHARTERED BANK JAN 2021 - JUL 2023
Outline: Maximize new business/acquisition/referral opportunities and deepening existing customer relationships to the specified service standards for the Priority Clients segment.
In addition; To foster and deepen customer relationships by providing regular market information updates and trend analysis on local and international financial products.
Key responsibilities:
Acquiring, growing and deepening Priority.
Banking customer relationship management.
Focus on the analysis and satisfaction of Priority Customers financial and investment needs and objectives.
To provide the face of the Bank to the highest net worth customers of the bank.
RELATIONSHIP MANAGEMENT
Key responsibilities:
Build and deepen relationships with existing priority clients to achieve increase in share of wallet and revenues.
Provide professional customer service to achieve a high percentage of customer satisfaction and retention.
Manage the portfolio to de-risk against attrition and achieve a stably of book.
Have complete knowledge of the customer base in terms of the profile, demographics and psychographics and assets in the bank and in other places.
Serve as the one-point contact to the high-net-worth customers in the bank.
SALES
Key responsibilities:
Generate new business to achieve defined targets in terms of no of customers, volumes and revenue for the segment.
Achieve the targets set in terms of product mix.
Achieve the budgeted cross sell targets.
Aggressive sales call plans to acquire large prospective through customer referrals.
Coordinate customer events for the cluster.
RISK MANAGEMENT AND COMPLIANCE
Key responsibilities:
ENSURE FULL awareness of all policies and procedures issued in relation to money laundering prevention and KYC.
Report all suspicious transactions.
Ensure full awareness of all policies relating to operational risk, sales processes, mis-selling and comply with them.
CUSTOMER SERVICE OFFICER STANDARD CHARTERED BANK JUN 2018
– DEC 2020
Outline: will support the Branch Manager in coordinating all activities of Customer Service Team (Maker/Checkers) and Customer Service Manager
(Cash/Accounts) within the Branch and ensure operational excellence to deliver exemplary services for high customer satisfaction levels, supporting the Bank’s growth.
Received two service excellence awards.
Recognized yearly for service Excellence.
Best Sales Person for 3 years and received
recognition from Head of Retail Banking.
Part of a management team that
transformed Standard Bank from a
Traditional Bank to Digital Retail Bank.
Participate in strategic planning committees.
Leverage more technology to reduce
turnaround time.
Re-organised Standard Bank work systems for
easy work processes.
Train and coach junior staff.
VALUES
Standard of excellence
Fortitude
Compassion
Professionalism
Integrity and transparency
PROFESSIONAL EXPERIENCE
CONTINUATION
SKILLS AND ATTRIBUTES
Business agility
Entrepreneurial
Conflict resolution
Management Skills
Committed and Accountable
Team building intellect curios
Microsoft Office Suite Packages
Cash and payment handling procedures
Broad minded and Enthusiastic
Personable and Adaptable
Proactive and Humble
Emotional balanced
E - marketing
Client centric
Resilient
Key responsibilities:
Ensuring excellent and superior service is offered to all walk-in clients.
Exhibiting a professional image to all walk-in clients that reflects the values and mission statement of my organisation.
Providing relevant information to clients about the Bank’s products and services and processes.
Assisting clients to register on digital platforms such as internet banking and straight to bank.
Responsible for manning the banking hall, making clients feel welcome and at home, providing any relevant materials to make their banking needs more friendly and convenient.
Being a channel of communication that provides information and continuously updating clients on service issues and advising on turnaround time of service delivery.
Co-ordinating with internal departments to solve client pain areas.
PERSONAL FINANCIAL CONSULTANT STANDARD CHARTERED BANK
JUL 2015 – MAY 2018
Outline: responsible for managing clients’ financial circumstances and providing them with financial recommendations.
Key responsibilities:
To provide “one -stop “banking solutions to our customers.
Conducting visits existing and potential clients to open new accounts and loan applications.
Proactively managing and building long term customer relationships
Providing good after sales and conduct sales visits to potential clients within the vicinity.
Ensure adherence to the relevant policies, regulatory risk and compliance matters during onboarding and effectively reviewing accounts.
CHIEF TELLER STANDARD CHARTERED FEB 2011 - JUN 2015 Outline: responsible for providing leadership, guidance, and direction to the bank's teller staff in order to ensure they provide outstanding customer service to bank customers.
Key responsibilities:
Overseeing the duties of the tellers, monitoring their limits and responsible for their limit control.
Ensuring dual custodianship of vault is effectively maintained at all times.
Taking in bulk deposits for large corporates and bulk withdrawals.
Ensuring that vault cash aligns with physical cash in branch.
Responsible with working with CCD cash central depot for ordering cash and dispatching excess cash in the branch.
BANK TELLER STANDARD CHARTERED FEB 2011 - JUN 2015 Outline: assisting customers with processing transactions, such as deposits, withdrawals, or payments, resolving complaints or account discrepancies, and answering.
Key responsibilities:
Processing cash deposits, cash withdrawals, drafts and salary schedules
Processing both internal and other funds transfers (RTGS and Telegraphic transfers) and Processing of Nostro transactions.
Processing of Western Union transactions
Referring potential clients to Personal Financial Consultants
Verification and validation of processed transactions. REFERENCES
Nyaradzo Mandingaisa
Senior Manager Private Banking
Commercial Bank of Zimbabwe (CBZ)
************@***.**.**
Protrusions Jokonya
General Manager
Standard Chartered
**********.*******@**.***
Mr. G. Chimukoko
Head of sales
Standard Chartered
****.*********@**.***
Contact this candidate