Andrica Ramatsebe
Client Support And Onboarding Specialist
Buccleuch, Sandton
Summary
Customer Support Specialist and banking professional with experience in customer service, new account onboarding, compliance administration, operational support, and stakeholder engagement. Demonstrated ability to resolve customer queries efficiently, maintain compliance with banking regulations, and deliver excellent client experiences in fast-paced environments. Skilled in training facilitation, process optimisation, complaint resolution, and cross-functional collaboration, with a strong interest in learning and development.
Overview
4
4
Certifications
6
6
years of professional experience
Work History
Customer Support Specialist / New Business Consultant
Discovery Bank
05.2021 - Current
- Deliver high-quality customer support by assisting clients with account onboarding, account-related queries, and compliance-related issues.
- Engage directly with clients to obtain and verify documentation in line with FICA and KYC requirements.
- Investigate, resolve, and remediate account origination discrepancies while ensuring a seamless customer experience.
- Provide timely support to clients and internal stakeholders by resolving operational and process-related issues.
- Maintain accuracy when reviewing, capturing, and validating customer information and documentation.
- Support complaint handling and remediation processes in accordance with company procedures and service standards.
- Coordinate and facilitate internal training sessions on standard operating procedures and remediation processes.
- Assist colleagues with process guidance, escalations, and issue resolution to improve operational efficiency.
- Contribute toward improving internal workflows and customer service delivery through process optimisation initiatives.
- Consistently achieve productivity, quality assurance, and service delivery targets in a fast-paced banking environment.
Banker / Client Service Consultant
Discovery Bank
02.2020 - 04.2021
- Provided front-line customer support by assisting clients with account management, banking enquiries, transactional issues, and credit-related queries.
- Delivered professional and customer-focused service while educating clients on banking products, digital banking solutions, and account services.
- Resolved customer concerns efficiently while maintaining high levels of professionalism, empathy, and attention to detail.
- Managed client interactions across multiple service channels while ensuring adherence to internal service standards and turnaround times.
- Supported clients with account maintenance requests, profile updates, and general banking administration.
- Worked collaboratively with internal departments to escalate and resolve customer issues effectively.
- Gained exposure within the Compliance division, supporting regulatory and operational compliance processes between May 2020 and June 2020.
- Assisted with reviewing and maintaining customer records to ensure compliance with banking regulations and internal procedures.
- Worked as a New Accounts Consultant within the KYC division, responsible for accurately capturing and maintaining account information.
- Ensured data integrity through the verification, classification, registration, routing, and indexing of customer documentation.
- Maintained accuracy and efficiency while working within high-volume operational and administrative environments.
Education
Bachelor of Arts - Development And Management
North-West University
Vanderbijlpark, South Africa 04.2001 -
Skills
Customer Support & Client Service
Account Onboarding & Administration
KYC & FICA Compliance
Complaint Resolution
Stakeholder Engagement
Training & Facilitation
Process Improvement
Data Integrity & Quality Assurance
Problem Solving
Operational Support
Microsoft Office Suite
Analytical & Critical Thinking
Report Writing
References
Available on request.
Certification
The Complete Instructional Design Course – Udemy
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Support Specialist / New Business Consultant
Discovery Bank
05.2021 - Current
Banker / Client Service Consultant
Discovery Bank
02.2020 - 04.2021
Bachelor of Arts - Development And Management
North-West University
04.2001 -