CLIVE MDUDUZI DLAMINI
South hills
Summary
Resourceful banking professional with expertise in Service Resolution, Legal Recoveries, Client Services, and Insurance Operations. Skilled in investigating customer issues, analysing data, managing risk, and delivering regulatory-compliant solutions. Engages stakeholders effectively, resolves complex cases, and identifies process improvement opportunities. Pursuing an Advanced Certificate in Financial Markets and Instruments (NQF Level 6) to enhance knowledge in banking and risk management.
Overview
11
11
years of professional experience
Work History
Service Resolution Specialist
Nedbank
01.2022 - Current
- Investigate and resolve complex customer complaints in accordance with regulatory requirements and internal policies.
- Collaborate with internal and external stakeholders to facilitate effective complaint resolution.
- Conducted detailed case assessments and analysed supporting documentation to achieve fair and sustainable outcomes.
- Identified root causes of service failures and recommended process improvements to enhance service quality.
- Contributed to enhancement of customer experience while safeguarding the bank's reputation and managing risk.
- Maintain accurate case records and prepare comprehensive reports.
Administrator: RRB OPS Insurance
Nedbank
01.2022 - 12.2022
- Administered insurance and shortfall processes, ensuring accuracy and compliance.
- Ensured compliance with organisational procedures and service standards, contributing to operational integrity.
- Ensured accurate record-keeping and document management.
- Supported operational efficiency through effective administration and stakeholder engagement.
- Addressed customer and stakeholder policy queries, enhancing understanding and satisfaction.
Administrator: Client Services
Nedbank MFC
01.2021 - 12.2022
- Assisted customers with service requests and account-related enquiries, ensuring timely resolution and customer satisfaction.
- Built and maintained positive customer relationships through professional service delivery.
- Supported service delivery and daily operational functions, enhancing overall client service experience.
- Ensured adherence to banking policies and customer service standards.
- Maintained accurate customer records and administrative documentation, contributing to organisational compliance and data integrity.
Service Agent
Nedbank MFC
01.2018 - 12.2019
- Delivered customer service and administrative support to enhance client satisfaction in a fast-paced banking environment.
- Resolved customer concerns efficiently while maintaining service excellence.
- Guided customers through banking enquiries and account-related processes to ensure seamless transactions.
- Facilitated operational activities and ensured compliance with regulatory requirements.
Betting Clerk
Supa bets
01.2016 - 12.2017
- Facilitated betting transactions and resolved customer enquiries to enhance user experience.
- Ensured accuracy in transaction processing and cash handling to maintain trust and reliability.
- Provided quality customer service in a high-volume environment, contributing to customer satisfaction.
Education
Advanced Certificate - Financial Markets and Disruption
NOVIA ONE Business School
08-2026
National Certificate - Banking Services Advice
Milpark Business School
Certificate - Banking Services
Milpark Business School
Senior Certificate -
Afro-kombs College
Skills
- Regulatory Compliance
- Risk Assessment & Mitigation
- Root cause analysis
- Process Improvement
- Case management
- Report writing
- Customer experience
- Customer-Centric Service Delivery
- Operational Support
- Stakeholder Engagement
- Relationship Management
- Conflict resolution
- Problem solving
- Time Management
- Customer-Centric Service Delivery
Custom
- Advanced Certificate in Financial Markets and Disruption, NOVIA ONE Business School, Currently Completing
- National Certificate in Banking Services Advice, Milpark Business School, Completed
- Certificate in Banking Services, Milpark Business School, Completed
- Senior Certificate (Matric), Afro-kombs College, English First Additional Language, Mathematical Literacy, Accounting, Business Studies, Economics, Life Orientation
Timeline
Service Resolution Specialist
Nedbank
01.2022 - Current
Administrator: RRB OPS Insurance
Nedbank
01.2022 - 12.2022
Administrator: Client Services
Nedbank MFC
01.2021 - 12.2022
Service Agent
Nedbank MFC
01.2018 - 12.2019
Betting Clerk
Supa bets
01.2016 - 12.2017
Advanced Certificate - Financial Markets and Disruption
NOVIA ONE Business School
National Certificate - Banking Services Advice
Milpark Business School
Certificate - Banking Services
Milpark Business School
Senior Certificate -
Afro-kombs College