Dorcas Makhwikhwi Chuene
Customer Service And Dispute Resolution Specialist
Centurion
Summary
Experienced professional in dispute resolution and customer experience management within the banking and financial services industry. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Committed to service excellence and compliance with a focus on continuous improvement.
Overview
2027
2027
years of professional experience
1
1
Language
Work History
Chief Operations Officer
LEMAC GROUP SA
05.2018 - Current
- Overseeing the day to day operational and administrative functions of the subsidiary company of Lemac Group SA called Lemac Life which deals mainly with financial services.
- Ensuring that all the operations of the company are aligned with the strategies and vision of the company.
- Overseeing the implementation of strategies in order to ensure delivery of results on a day to day basis.
Specialist Dispute Resolution Consultant
ABSA INSURANCE AND FINANCIAL ADVISERS
09.2008 - 04.2018
- Assuming a specialized role of managing, mediating and resolving conflicts arising from financial advice, investment strategies or service delivery rendered by financial advisers representing the company, with due regard and compliance to legal principles, specifically the FAIS Act.
- Analyzing client complaints within resolution period to assess liability and quantum, helping firms adopt strategies to prevent complaints from escalating into legal battles.
- Drafting settlement agreements that protect both parties when a resolution is reached, and finalize the matter.
- Preparation of evidence and representations in instances where cases are escalated to external bodies such as the FAIS Ombud
- Manage relationship with all internal and external stakeholders when dealing with complaints
- Department: Customer Experience
Acting Team Leader
ABSA BANK
08.2007 - 08.2008
- Assuming a leadership and operational role, and balancing the need for efficiency and delivery of high quality customer service. Leading a team of agents to achieve specific key performance targets (KPI's), while ensuring that good customer satisfaction and high team morale is maintained.
- Department: Group Customer Experience
Help desk Consultant
ABSA BANK
10.2003 - 09.2008
- Handling customer complaints and ensuring that all matters logged with our department are dealt with and resolved expeditiously.
- Department: Group Customer Experience
Credit vetting officer
UNIBANK
05.1999 - 10.2003
- Processing of micro loans applications and Credit card applications. Handling of client queries.
- Department: Credit Vetting
Credit control officer
UNIBANK
- Management of debtor accounts and normalization and rehabilitation of such accounts.
- Department: Credit Control
Credit Clerk
ABSA BANK (TRUST BANK)
07.1995
- Assumed an administrative and compliance role, facilitating the credit lending process in the old traditional banking sector. The role involved executing of customer applications for loans, mortgages or credit facilities; ensuring collaterals and documentation were appropriate for credit approval and facilitation of funds disbursement and monitoring of accounts.
- Reason for leaving: Amalgamation of the Banks (Trust Bank, Volkskas Bank, United Bank and Allied Bank) and centralisation of Credit department
Education
Postgraduate Diploma - Financial Planning Law
University of Free State
06-2021
Bachelor of Commerce in Law - Law
UNISA
03-2016
Certificate - Bookkeeping
Rosebank College
08-2007
Certificate - Banking
INSTITUTE OF BANKERS
Diploma in Marketing - Marketing
INSTITUTE OF BANKERS
Advanced Marketing Diploma - undefined
INSTITUTE OF BANKERS
Grade 12 - Matric
HOLY TRINITY HIGH SCHOOL
01-1993
Skills
Communication skill
Critical thinking
Customer service
Leadership
Teamwork and collaboration
Problem solving
Interests
Reading, Movies
Timeline
Chief Operations Officer
LEMAC GROUP SA
05.2018 - Current
Specialist Dispute Resolution Consultant
ABSA INSURANCE AND FINANCIAL ADVISERS
09.2008 - 04.2018
Acting Team Leader
ABSA BANK
08.2007 - 08.2008
Help desk Consultant
ABSA BANK
10.2003 - 09.2008
Credit vetting officer
UNIBANK
05.1999 - 10.2003
Credit Clerk
ABSA BANK (TRUST BANK)
07.1995
Certificate - Bookkeeping
Rosebank College
Advanced Marketing Diploma - undefined
INSTITUTE OF BANKERS
Credit control officer
UNIBANK
Postgraduate Diploma - Financial Planning Law
University of Free State
Bachelor of Commerce in Law - Law
UNISA
Certificate - Banking
INSTITUTE OF BANKERS
Diploma in Marketing - Marketing
INSTITUTE OF BANKERS
Grade 12 - Matric
HOLY TRINITY HIGH SCHOOL