Fulufhelo Matshavha

• Built strong relationships with customers, fostering trust and loyalty through exceptional service.
• Maximized opportunities for upselling additional products and services through active listening skills that identified specific client needs.
• Provided thorough product knowledge to assist customers in making informed decisions on purchases.
• Balanced multiple tasks simultaneously while maintaining composure under pressure during peak hours and challenging situations.
• Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
• Educated customers about billing, payment processing and support policies and procedures.
• Liaised with sales and management teams to develop solutions and accomplish shared objectives.
• Responding to customer queries in person, over the phone, or via email about products, services, policies, and procedures.
• Addressing customer complaints, listening to their concerns, and providing appropriate solutions or escalating issues to a supervisor if necessary.
• Operating customer relationship management (CRM) software, and other relevant technologies to manage transactions and customer information.
• Suggested actionable improvements to enhance customer experiences and drive revenue.
• Assisted with product selections according to individual requirements and preferences.
• Maintaining a flawless audit and compliance record.

Branch Control Effectiveness:

• Attest to key risk and management controls.
• Proactively supports the branch manager and branch colleagues on fraud syndicate awareness and loss prevention.
• Ensure all cash management, self-service device controls are implemented and effectively monitored as per Policy and/or standard operating procedure.
• Ensure the staff complete the required training by the stipulated timelines.

Branch Operations:

• Responsible for reporting risk profile.
• Analyze and monitor the overall risk management process for the branch.
• Validate the legality of all payments and journals.
• Initiate and implement cost-saving initiatives.

Branch Support:

• Coordinate and arrange all requests for system access business equipment.
• Establish, update and maintain a branch infrastructure record.
• Manage the stationery supplies and order levels appropriately for the branch and ensure controlled distribution.
• Gather and analyze data, monitor trends and provide advice and solutions to branch colleagues.
• Ensure branch readiness for system upgrades during software release windows.
• Deliver high-quality presentations to stakeholders and effectively communicating project objectives and results.

• Assisting customers with processing transactions, such as deposits, withdrawals, or payments, resolving complaints or account discrepancies, and answering questions.
• Informing customers about bank products and services.
• Tracking, recording, reporting, and storing information related to transactions, bank supplies, and customers, ensuring all information is accurate and complete.
• Maintaining and balancing cash drawers and reconciling discrepancies.
• Packaging cash and rolling coins to be stored in drawers or the bank vault.
• Keeping a clean, organized work area and a professional appearance.
• Handling currency, transactions, and confidential information in a responsible manner.
• Using software to track bank information and generate reports.
• Stood in as ATM custodian.
• Processing Western Union transactions.
• Following all bank financial and security regulations and procedures.

• Conducting foreign exchange transactions on behalf of clients.
• Analyzing market conditions and trends to provide informed recommendations to clients.
• Adhering to legal and regulatory requirements related to foreign exchange transactions, including anti-money laundering (AML) and know your customer (KYC) regulations.
• Informing potential and existing clients about the company’s foreign exchange services and products.
• Keeping client data and transaction records up to date in the company’s CRM system.
• Continuously updating my knowledge on foreign exchange markets, financial regulations, and new products.
• Educating clients on the mechanics of foreign exchange, the implications of currency fluctuations, and how to use online trading tools.
• On boarding of new clients (KYC) AND (FICA).
• Processing Money Gram and Western Union transactions.