Fatima Bibi Hazarvi

Ensuring that all information on the Request is correctly logged on the reversal system . Reporting on Key Deliverables and incorrect /wrong pricing that might have caused the initial avoidable to be reported to the various Responsible Area to fix.Demonstrate knowledge regarding rules, T's & C's , Treating Customers Fairly legislation and policies. Proficiently assist branches with queries relating to Pricing matters. Try to resolve matter before escalating problems to Team Leaders. Provide feedback to customers/managers on the status of resolution of their requests.

Protect FNB revenue but ensure that customers are Treated Fairly.

Fosters teamwork. * Demonstrates actions and behaviours that contribute to team wellbeing, i.e. Respect, Teamwork, Approachability, Team player, Positive attitude, Responsibility. * Works with peers to achieve results.* Values individual contributions within the team and promotes teamwork. * Shares best practices that will benefit the team.

• Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
• Managed high call volumes while providing exceptional customer support and maintaining professional composure.
• Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
• Responded to customer calls and emails to answer questions about products and services.

Provide a positive customer experience by being helpful and sensitive to customer transactional needs and expectations as well as educating customers to the correct channel (eChannels and Self Service) whilst adhering to policy and process.

• Built and maintained relationships with clients to provide ongoing support.
• Developed long-lasting relationships with clients to ensure consistent retention and loyalty.
• Maintained up-to-date knowledge on industry trends and regulations, ensuring accurate advice was provided to clients at all times.
• Mentored junior advisors, fostering a supportive team environment focused on growth and learning.