Diana Dennis
Cape Town
Summary
Hardworking employee enthusiastic about learning Business Online Banking field inside and out. Pursues opportunities to learn new skills and contribute to group success. Offers strong administrative, relationship-building and problem-solving abilities. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
23
23
years of professional experience
43
43
years of post-secondary education
1
1
Certification
Work History
Service Consultant – Business Online (Validation)
Standard Bank of SA Limited
07.2023 - Current
- To provide service and support to corporate banking /BCB customers and stakeholders by building relationships with the customers within the portfolio, ensuring that the customer’s service requests are executed and processed effectively and efficiently whilst keeping the customer informed of the progress until the requests are resolved, this includes identifying process inefficiencies applying and motivating for change in process by escalating to portfolio leads
- Resolve client queries within pre-defined productivity levels
- Serves as the first and direct line of contact for all service-related matters for Corporate/BCB Clients within the portfolio
- Client reach may also be across Africa and internationally
- Performs a liaison role between the Customer and all other internal support divisions of the Bank
- Assists corporate/BCB customers with general account management on the Business Online platforms
- Responsible for query and complaints management relating to the Customer
- Ensures that customer service expectations are met and exceeded
- Efficiently processes documentation related to Service Fulfilment in terms of Account Maintenance/ Opening and Maintenance for BOL
- Support clients and stakeholders in the accurate completion of documentation
- Builds and maintains relationships with customers by ensuring customer requests are actioned timeously and efficiently
- Ensures all application data is accurately verified in terms of laid down procedures and a full audit of the application is completed to ensure internal fraud is prohibited
- Accurately updates and maintains customer information on all systems
- Provides a consistent high level of support to both internal and external clients to achieve the monthly SLA’s
- Ensure compliance with all credit, fraud and compliance processes policies and procedures
- Fully understand and validate each special condition as specified as well as to obtain all the relevant documents as specified in the special conditions
- To resolve all requests to the satisfaction of the client
- Ensure accurate capturing of client information in all requests
- Ensure revenue/fees are recovered for requests processed
- Process payments according to laid down processes and as per client instructions
- Assist stakeholders by providing the relevant enquiries as soon as possible to speed up approvals on applications
- Verify company documents and perform securities check on existing customer Instructions to avoid risk
- Prepare documentation (Confirmation Letters, letters to clients) as per SBSA policy and procedure
- Exceptional service is to be delivered always to customers, stakeholders and all staff to meet and exceed expectations and to optimise on internal and external CSI surveys
- Ensure that the client’s critical information is accurately loaded to the system to ensure minimal operational loss
- To ensure that by accurately processing all new business transactions, operational losses are kept down to an absolute minimum and are in line with laid down audit requirements
- Ensure that routine compliance procedures and controls are adhered to, to minimise the risk of loss through the opening of fraudulent and undesirable accounts
- Resolve account detail queries and problems within laid-down time frames
- Receive and action requests to close/amend/transfer profiles
- Proactively identify trends that may affect the quality of data and ensure corrective action is applied appropriately and timeously
- Proactively Identify trends from the type of requests that you receive and communicate to the Transactional Banker/TPS Specialists etc
- Ensure error rate is kept at a minimum
- Ensure reports are monitored and cleared daily to ensure customer feedback within SLA is maintained
- Timeously and proactively identify risks and opportunities
- Scrutiny of the Client’s Instruction in accordance with SBSA policies
- Thoroughly investigate and prepare root cause analysis where required – on queries and complaints
- Ensure losses are not incurred by the Bank by adhering to guidelines provided when processing instructions from clients
- Understand transactions where not Domestic and escalate to the appropriate channels
Trade Officer – Bills of Entry
Standard Bank of SA Limited
01.2023 - Current
- Front Line Service and Administration
- Validation of documents presented to acquit advance payments for imports or merchanting trade to ensure it complies with laid down Exchange Control requirements
- Attend to walk in clients who wish to submit the required clearance documents
- Attend to clearance documents submitted via E-mail timeously
- To provide guidance on legislative requirements as related to advance payments for imports and merchanting trade
- Providing a consistent high level of service at all times to both internal and external clients
- Accurate submission of information on Workflow, Sharepoint, Financial Surveillance Department’s Import Verification Database
- Attend to reversals in need
Trade Officer – Communications
Standard Bank of SA Limited
01.2023 - Current
- Registration of Payments
- Balancing of Accounts
- Daily Scrutiny of Reports and Duties Performed in Communications Department
- Assisting with Queries
- Contacting dealing room for exchange rates
- Mailing of documents to clients
- Writing up of work for courier runs
Reconciliation Specialist
Standard Bank of SA Limited
02.2019 - 06.2023
- Reconcile cash on a daily basis –local and foreign
- Investigate all items on the unmatched report and pass forward to the Trade Support team for processing
- Ensure that daily work is captured correctly on Hiport
- Ensure that outstanding recon items are resolved timeously
- Checking Futures and ensure there’s no differences
- Sending of daily reports to client service by required time
- Ensure all deadlines are met-monthly and annually
- Checking of interest received
- Calculate all interest differences and ensure it balanced to Hiport
- Ensure that local and foreign cash accounts are balancing to statements
- Manage of all recons items –historical and current
- Ensure Money market Recons are resolved
- Ensure all compliance request are adhered to
- Ensure all funds are balanced weekly and kept under 7 days
- Query and Escalate unresolved recon items
- Reconciling of African funds manually on a daily basis
- Query all unresolved recons with the relevant departments
- Requesting of necessary statements to resolve recon items
- Excellent communication to be able to deal with all parties concerned
Incoming Telegraphic Transfers
Nedbank Limited
02.2002 - 01.2007
- Filing
- Assisting with Queries
- Contacting dealers for foreign exchange rates
- Working on various internal banking systems
- Data Capturing
- Filing
Education
Senior Certificate Matric -
New Orleans Secondary School
Paarl, South Africa01-2000
No Degree - Financial Management
Boland College
Paarl 04.2001 - 01.2000
Management Degree - Management
Milpark Education
Johannesburg, South Africa02-2025
BBA - Business Administration
Regent Business School
Cape Town, South Africa 04.2001 - Current
Banking Courses - Introduction to Customer Relationship Management, Financial Crime Awareness, Code of Ethics Awareness, Anti-Money Laundering South Africa, Outside Business Interest, Conflict of Interest (CIB), Treating Customers Fairly, Consumer Protection South Africa, FATCA Training for CIB, Emergency Management Awareness, Business Continuity Management Awareness
Standard Bank of South Africa
No Degree - Project Management
CPUT
Cape Town, South Africa 04.2001 -
No Degree - Logistics Management
UNISA
Cape Town, South Africa 04.2001 -
Skills
Ability to work under pressure
References
- Mrs. Bernadette Warie, Specialist Trustee Services, Standard Bank of SA: Trustee Services, 021 4414102
- Mrs. Shamiela Smith, Trustees Teamleader, Specialist Trustee Services, +27 714352103
- Mrs. Teresa Bauermeister, Team Leader – Bills of Entry & Communication, Standard Bank of SA: Foreign Trade Services, +27 833111824
Personal Information
- ID Number: 8108160182088
- Ethnicity: Coloured
- Date of Birth: 08/16/81
- Nationality: South African
Certification
[Area of certification] Training - [Timeframe]
Timeline
Service Consultant – Business Online (Validation)
Standard Bank of SA Limited
07.2023 - Current
Trade Officer – Bills of Entry
Standard Bank of SA Limited
01.2023 - Current
Trade Officer – Communications
Standard Bank of SA Limited
01.2023 - Current
Reconciliation Specialist
Standard Bank of SA Limited
02.2019 - 06.2023
Incoming Telegraphic Transfers
Nedbank Limited
02.2002 - 01.2007
No Degree - Financial Management
Boland College
04.2001 - 01.2000
BBA - Business Administration
Regent Business School
04.2001 - Current
No Degree - Project Management
CPUT
04.2001 -
No Degree - Logistics Management
UNISA
04.2001 -
Banking Courses - Introduction to Customer Relationship Management, Financial Crime Awareness, Code of Ethics Awareness, Anti-Money Laundering South Africa, Outside Business Interest, Conflict of Interest (CIB), Treating Customers Fairly, Consumer Protection South Africa, FATCA Training for CIB, Emergency Management Awareness, Business Continuity Management Awareness
Standard Bank of South Africa
Senior Certificate Matric -
New Orleans Secondary School
Management Degree - Management
Milpark Education
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