CHARITY LORATO SEMERE
Client Service & Compliance Professional
Gaborone
Summary
Dynamic financial services professional with over 10 years of experience in banking, compliance, and risk management, dedicated to delivering exceptional client-focused solutions. Expertise in resolving complex client queries and building strong stakeholder relationships, consistently exceeding service expectations through in-depth product knowledge and proactive problem-solving. Committed to maintaining regulatory compliance while enhancing operational processes and fostering a culture of client-centricity. Proven track record in analyzing trends and implementing improvements that drive operational excellence and elevate the overall client experience.
Overview
11
11
years of professional experience
2
2
Certifications
2
2
Languages
Work History
Financial Crime Risk Management Team Leader
First National Bank Botswana
04.2023 - Current
- Lead a team delivering high-quality service through query resolution, client investigations, and proactive compliance advice.
- Liaise with stakeholders and regulators (BOB, FIA, NBFIRA, Data Protection Commissioner), ensuring seamless communication and client confidence.
- Drive adoption of improved processes that strengthen both client satisfaction and compliance alignment.
- Develop and implement action plans to resolve incidents, achieving SLA turnaround times.
- Facilitate workshops to improve awareness of compliance obligations while ensuring client impact is minimized.
Financial Crime Risk Management Analyst
First National Bank Botswana
05.2017 - 03.2023
- Supported high-risk clients with timely due diligence and query resolution, ensuring accurate communication of product and service requirements.
- Maintained key client data (PEP Register) and provided management with timely, accurate reports.
- Monitored client accounts to identify patterns and trends, supporting service improvements and client protection.
- Delivered training and guidance to departments to enhance client service standards and reduce risks.
Administration Officer, Credit Recoveries
First National Bank Botswana
02.2015 - 04.2017
- Resolved customer queries with efficiency and professionalism, achieving positive client feedback.
- Processed payments and liaised with attorneys, ensuring accurate and timely client service.
- Streamlined procurement and back-office processes to improve operational efficiency and reduce redundancy.
- Conducted compliance checks and audits, reinforcing client confidence in the bank’s integrity.
Education
Postgraduate Certificate - Enterprise Risk Management
Botswana Accountancy College
Gaborone, Botswana01.2017
Bachelor of Accountancy - Accounting
University of Botswana
Gaborone, Botswana 04.2001 -
Skills
Client Query & Case Management Systems
Certification
Certified Anti-Money Laundering Specialist (CAMS) – 2025
Core Competencies
- Client Relationship Management & Retention
- Service Delivery & Query Resolution (SLA Adherence)
- Communication & Stakeholder Engagement
- Process Improvement & Efficiency (Customer Journey Mapping)
- Data Analysis & Management Information Reporting
- Cross-Selling & Upselling Opportunities
- Conflict Resolution & Negotiation
- Compliance & Governance Awareness (BOB, FIA, NBFIRA)
- Training & Customer Education
Timeline
Financial Crime Risk Management Team Leader
First National Bank Botswana
04.2023 - Current
Financial Crime Risk Management Analyst
First National Bank Botswana
05.2017 - 03.2023
Administration Officer, Credit Recoveries
First National Bank Botswana
02.2015 - 04.2017
Bachelor of Accountancy - Accounting
University of Botswana
04.2001 -
Postgraduate Certificate - Enterprise Risk Management
Botswana Accountancy College
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