Bethuel Masete
Advanced Client Service Agent
Eldoradopark,Gauteng
Summary
Highly organized Client Service Representative possesses strong communication, problem-solving, and multitasking skills. Skilled in building strong relationships with clients and providing quality service.
I have been in the Human Resources and Fleet Management and Leasing industry for a total of 8 years. Over the years I have gained solid experience in talent management, performance management, employee wellness, organizational development and industrial relations, recruitment and selection, planning/coordinating projects, HR administration and facilitating claims for Insurance. My current position has equipped me with a diverse range of skills and the ability to consistently maintain a client service approach and to deliver strategic projects to the Business Units. I have strong interpersonal skills and logical approach to analysing problems and determining key issues which can be attributed to my hard work and extensive studying in the areas of human behaviour and driving exceptional HR Employee Experience by being a trusted HR Partner.
Overview
10
10
years of professional experience
Work History
Advanced Client Services Agent
WesBank Financial Services
06.2022 - Current
- To ensure client and product retention by providing pre- and after-sales service across the entire value chain for multiple channels and brands in a contact centre environment, whilst complying with strict regulations.
- · Resolves customer queries and provides technical advice.
- · Facilitates the vehicle maintenance processes.
- · Ensure operational excellence through the delivery of work processes according to defined quality standards.
- Assisting with loading quotations, clearances and authorisation for SAPS and RT46 government vehicles.
- Assisting with invoices adjustment for payment.
- Assisting with outstanding claims queries.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Coordinated with operations staff to resolve service problems and boost client satisfaction.
- Maintained accurate record-keeping with proactive attention to client information updates.
Administration Expert
WesBank Financial Services
06.2019 - 09.2022
- Optimises work through the application of learning experiences Builds and maintains effective relationships with internal and external customers Contributes to teamwork Ensures operational excellence through the delivery of work processes according to defined quality standards Contributes to cost efficiencies Provides administrative support
- Responded to customer inquiries and resolved complaints, establishing trust and increase satisfaction.
- · Create Purchase Requisitions, Purchase Orders and GRN for payment to suppliers.
- · Resolve administrative problems (NSA Fleet vehicles, Cartrack and Tracker, NSA Traffic fines, Sanral queries, payments (invoices) and nominations and AARTO queries, claims, recoveries etc.)
- · Prepare and monitor invoices and liaising with creditors for payments.
Card Authorisation Consultant
11.2016 - 05.2019
- Credit cards authorisation for international use
- Cheque and credit cards authorisation for FNB and non FNB cards
- Pending authorisations/transactions cancellations
- Liaising with FNB merchants on banked, undercharged, overcharged, declined and pending transactions queries, Assist with verifying open petro cards with AA, fleet Wesbank card kulula cards, etc
- Conduct security checks for cash advance/withdrawal at the branch
- Liaising with admin for visa international emergency cash calls and withdrawals
- Liaising with Nedbank, Absa, Standard Bank for different queries and transactions and assist team with different clients queries
- Assist with verified by Visa
Remediation Specialist
03.2016 - 08.2016
- Extracting Counterparties credit applications from the Lotus Notes system and analysing data on both CMS and Credit App to Update CASDM
- Liaising with the Credit Risk Managers regarding any data discrepancies identified during the loading of the credit counterparty and facility data
- Checking shared collaterals on the Credit Apps to identify collaterals completed by IBD on CASDM
- Capturing of credit applications data on CASDM to ensure the accuracy of information of Securities recorded on SharePoint
- Liaising with the Securities Custodians and Legal advisors to ensure the accuracy of data for risk mitigation purposes
- Viewing collaterals on tracking to update spreadsheets for Report purposes
- Tracking credit application on sub approval on daily basis to update the existing and to be released collaterals
- Ensuring the accurate capturing of correct SharePoint doc ID
- Numbers on CASDM to store the correct securities/collaterals e.g., Suretyships, Credit Facility Letters, Intercompany Loans, Bonds, Guarantees, Cessions of Debtors, Cessions and Pledge of Credit Balances, Subordination Loans, Cession of Insurance Policies, Letters of Support.
HR Administrator
02.2014 - 01.2015
- Check, update and maintain MyQ on a daily basis, including updating Vacancy Status
- Administration of the recruitment process including liaising with HRBP/HCC’s, applicants and agencies
- Quality check the Vacancy Brief to ensure completeness/correctness of information provided
- Efficiently and effectively create vacancies on iRecruitment in line with content supplied in Vacancy Brief
- Screen and recommend CV’s based on the requirements of the position
- Arrange interviews with candidates and agencies
- Compile CV synopsis’ and Interview schedules as requested
- Interviews confirmed to be scheduled in the panel members and HRBP/HCC’s diaries
- Arrange venues for interviews, parking and access for applicants to buildings, as required
- Arrange assessments with FNB Assessment Centre, on request
- Conduct employment and reference checks on request for considered applicants.
- Managed benefits enrollment by answering questions and aiding employees with login details
- Updated HR database with new employee information, changes in benefits, and other details
- Oversaw hiring, staffing, and labor law compliance
- Conducted performance reviews and provided feedback to managers on employee performance
- Administered employee benefits programs and assisted with open enrollment
- Partnered with departmental managers to ascertain hiring needs and subsequently provide candidate recommendations
- Coordinated implementation of people-related services, policies and programs through departmental staff
Education
Human Resource Degree - HR Management
Vaal University of Technology
Vanderbijlpark, GP01.2013
Some College (No Degree) -
Vaal University of Technology
Vanderbijlpark, GPMatriculated: National Senior Certificate -
Potoko Secondary School
Burgersfort, MP01.2008
Skills
- MS Office Suite
- MS Office Outlook
- FNB Assessments Bookings – QBIT
- Reds System
- MIE (Credit, Qualifications, Employment references, Criminal Record, Fraud prevention, ID verification) System
- Momentum (Disinvestments, Benefit Claim Forms, Pension Statements, External Transfers)
- SmartScreen System
- Oracle System: Oracle Navigation; HR Core, Payroll Fundamentals and Payroll Advanced
- HR ASSESSMENTS TRAINED ON: Placement Request, Manage e-Assessment Requests Recruitment, PoPIA and Talent Attraction, Qbit Assessment booking platform, Oracle, Sap, Lotus Notes, CMS, CASDM, Hogan and Fusion
Professional Development
- Presentation skills (presenting you), 2018
- MS Office 365 Excel (Advanced), 2018
References
Available upon request
Timeline
Advanced Client Services Agent
WesBank Financial Services
06.2022 - Current
Administration Expert
WesBank Financial Services
06.2019 - 09.2022
Card Authorisation Consultant
11.2016 - 05.2019
Remediation Specialist
03.2016 - 08.2016
HR Administrator
02.2014 - 01.2015
Human Resource Degree - HR Management
Vaal University of Technology
Some College (No Degree) -
Vaal University of Technology
Matriculated: National Senior Certificate -
Potoko Secondary School
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