EMILLY NDIRIMEKE HILMA SEM
Tsumeb,Namibia
Summary
Banking expert with over 17 years of experience specializing in stakeholder engagement and customer service. Demonstrated ability to implement sales strategies that result in significant client acquisition and business development. Proficient in fostering strong client relationships and managing effective communication. Successful in training teams to excel in performance and improve customer satisfaction.
Overview
18
18
years of professional experience
Work history
Team Leader: Business Development
FNB Home Loans
2023.04 - 2026.05
- Build and maintain good working relationships with stakeholders.
- Facilitate financial literacy workshops to educate participants on important financial management skills and promote financial wellness.
- Identify and develop potential business partnership opportunities.
- Encourage continuous improvement by supporting new ideas and more efficient work processes.
- Conduct regular performance reviews to monitor and support team members’ progress.
- Develop strategies to improve efficiency, reduce costs, and increase profitability.
- Resolve customer complaints professionally while delivering excellent customer service.
- Maintain accurate records and organize databases effectively.
- Provide regular updates to senior management on team performance and monthly stakeholder activities.
- Monitor and analyse competitor activities to support informed business decisions.
Multi-Skilled Consultant D (Supervisory)
FNB Otjiwarongo
Otjiwarongo
2019.11 - 2023.03
- Quickly identify and respond to customer needs.
- Maintain positive working relationships with colleagues and management.
- Set clear targets to track and improve team performance.
- Resolve problems quickly and effectively.
- Process payments and ensure accounts are balanced correctly.
- Manage the Consumer Credit Portfolio operations.
- Lead the sales team after the branch reorganization.
- Oversee branch sales activities and work closely with client service consultants.
- Present sales updates at bi-monthly cluster meetings.
- Train and supervise interns and contractors.
- Ensure smooth branch operations when senior management is unavailable.
Senior Client Service Representative D (Supervisory)
FNB Otjiwarongo
Otjiwarongo
2017.01 - 2019.10
- Grow the client base by building relationships and finding new business opportunities.
- Provide excellent customer service and offer proactive solutions to meet customer needs.
- Maintain strong knowledge of products, pricing, and application processes.
- Improve work processes to achieve sales targets.
- Manage customer data and resolve expired limits within deadlines.
- Monitor and improve sales processes for better efficiency.
- Prepare reports on customer interactions for management review.
Integrated Loan Payments Official D
FNB Consumer Credit, Windhoek
Windhoek
2014.06 - 2016.12
- Prepare loan applications and attach all required documents before submission.
- Capture and update information accurately in the system.
- Prepare monthly statistical reports.
- Monitor overdue loans and ensure timely collections.
- Activate accounts to minimize financial risk.
- Assist customers while following service standards.
- Perform duties in line with risk and compliance requirements.
- Manage and close inactive accounts to reduce losses.
- Process and manage loan payouts.
Office Administrator
FNB Home Loans: Valuations Department, Windhoek
Windhoek
2009.11 - 2014.05
- Stay updated on developments in the property market.
- Manage financial records and payment administration for valuators in Namibia and South Africa.
- Respond to inquiries from customers, colleagues, and estate agents.
- Collect and prepare data to assess building costs each quarter.
- Manage and process building applications.
- Handle daily departmental operations.
- Coordinate schedules, appointments, and bookings.
Legal Compliance Official
FNB Home Loans: Securities Department, Windhoek
Windhoek
2008.06 - 2009.10
- Managed the verification of securities and documents for mortgage loans.
- Worked closely with legal entities and insurance companies.
- Responded to inquiries from clients and colleagues.
- Ensured mortgage files were properly organized and stored.
Education
Post Graduate Diploma - General Management
Regent Business School
Durban, Kwazulu Natal, South AfricaBachelor of Commerce - Marketing Management
Richfield Graduate Institute of Technology
Durban, Kwazulu Natal, South AfricaNational Certificate - Accounting and Finance
Polytechnic of Namibia
Windhoek, Khomas, NamibiaIGSCE Certificate -
Okakarara Senior Secondary School
Okakarara, Otjozondjupa, NamibiaSkills
- Stakeholder engagement
- Customer service
- Team leadership
- Sales strategies
- Effective communication
- Team motivation
- Financial Literacy
- Relationship building
- Complaint resolution
- Client communication
- Business Development
- Customer relationship management
- Training and mentoring
- Client acquisition
- New business development
Languages
English
Afrikaans
Damara Nama
Basic Otjiherero
Affiliations
- Public Speaking
- Singing
- Event Management
- Travelling
Timeline
Team Leader: Business Development
FNB Home Loans
2023.04 - 2026.05
Multi-Skilled Consultant D (Supervisory)
FNB Otjiwarongo
2019.11 - 2023.03
Senior Client Service Representative D (Supervisory)
FNB Otjiwarongo
2017.01 - 2019.10
Integrated Loan Payments Official D
FNB Consumer Credit, Windhoek
2014.06 - 2016.12
Office Administrator
FNB Home Loans: Valuations Department, Windhoek
2009.11 - 2014.05
Legal Compliance Official
FNB Home Loans: Securities Department, Windhoek
2008.06 - 2009.10
Bachelor of Commerce - Marketing Management
Richfield Graduate Institute of Technology
National Certificate - Accounting and Finance
Polytechnic of Namibia
Post Graduate Diploma - General Management
Regent Business School
IGSCE Certificate -
Okakarara Senior Secondary School