Busisiwe Radebe

• Ensure client query responses are of high quality by monitoring client delivery constrains and escalate exceptions to manager
• Handle all aspects of Insurance claims for clients including relevant documentation, liaising with insurance company and advising clients
• Comply with governance in terms of legislative and audit requirements
• Deliver exceptional service that exceeds customers' expectations through proactive, innovative and appropriate solutions
• Answered inquiries and provided information to sales representatives, distributed appropriate paperwork, and fulfilled quote requests to deliver excellent customer support.
• Improved operational efficiency and client satisfaction, streamlining account management processes.

• To provide efficient and effective administration support to ensure the smooth running of a functional area
• To ensure operational excellence through the delivery of work processes according to defined quality standards
• To provide an administration service that meet time and quality standards and includes reporting and updating of all relevant information
• Preventing reckless lending by checking customers’ income & expense and affordability
• Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
• Maintained personnel records and updated internal databases to support document management.

• Deliver exceptional service that exceeds customers' expectations through proactive, innovative and appropriate solutions
• Deliver the end-to-end client management process through continuous engagement with the client on process milestones, selling the FNB value proposition, facilitating the application process on behalf of the client, prepare the proposal to credit, manage internal dependencies, close the deal and manage post sales queries when relevant
• Advised clients on appropriate product selections based on their unique needs, ensuring optimal satisfaction levels upon purchase.
• Used consultative sales techniques to understand customer needs and recommend relevant products and services.
• Developed long-lasting client relationships by consistently exceeding expectations with exceptional service.
• Boosted customer satisfaction by providing personalized consultations and tailored product recommendations.
• Implemented up-selling strategies, encompassing recommendation of accessories and complementary purchases.

• Monitoring processes on all activities and timelines for administrative and process support
• Managing costs / expenses within approved budget to achieve cost efficiencies
• Improve business decisions by providing accurate and reliable business intelligence (information) together with analyzing trends and data

• Maintained personnel records and updated internal databases to support document management.
• Provided exceptional customer service to both internal and external stakeholders through prompt response times and thorough issue resolution efforts.

• Manage inbound and outbound calls
• Follow various communication scripts when speaking to a caller
• Identify customer needs, answer questions and solve problems
• Up-sell FNB loans products and services when possible
• Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
• Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.

• Supervise staff, manage inventory and optimize operations
• Managing customer complaints
• Maintains company standards and guidelines around product flow, customer service and visual displays
• Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
• Developed staff scheduling plans that ensured adequate coverage during peak hours without compromising on service quality.
• Improved customer satisfaction by addressing and resolving concerns promptly and efficiently.
• Completed efficient daily opening and closing processes to prepare teams and maintain optimal financial controls.