Summary
Overview
Work History
Education
Skills
Websites
Certification
References
Timeline
Generic

Itumeleng Ramapela

Client Care & Admin Professional | Aspiring Fraud & Risk Specialist
Cape Town

Summary

Resourceful and detail-oriented professional with experience in client care, administration, and compliance within the financial services sector. Skilled in handling complex client queries, digital troubleshooting, and managing financial products such as loans, credit cards, and insurance claims. Strong foundation in law and risk assessment, currently advancing studies in forensic science and technology with a focus on criminology. Passionate about leveraging legal, technical, and analytical skills to support operational efficiency, fraud prevention, and business growth. Open to roles across client services, administration, compliance, and risk management.

Overview

6
6
years of professional experience
2
2
Certifications

Work History

Client Care Agent

Capitec Bank
03.2025 - Current
  • Assist both branch sales consultants and clients directly with financial services and product queries.
  • Manage client requests for credit cards, personal loans, funeral claims, and credit insurance.
  • Guide clients through claim and product processes, ensuring compliance with internal policies and industry regulations.
  • Resolve escalated issues empathetically, safeguarding client trust and minimizing reputational risk.
  • Promote and support the use of digital banking solutions to enhance client digital literacy.
  • Informed clients of policies and procedures.
  • De-escalated and resolved customer complaints with punctual, polite and professional service.

Help Desk Agent

Capitec Bank
11.2024 - 03.2025
  • Provided back-end support exclusively to branch service consultants (no direct client interaction).
  • Assisted consultants in resolving account-related, transactional, and digital platform issues.
  • Logged and escalated complex technical matters to IT and back-office teams for resolution.
  • Supported consultants with fraud concerns and security protocols to protect clients.
  • Ensured accuracy and compliance in all consultant support requests.

Customer Service Representative

Ascensos South Africa (Pty) Ltd
11.2021 - 08.2023
  • Delivered high-quality support via phone, email, and chat with a 95% satisfaction rate.
  • Reduced complaint escalations by 20% through proactive resolution strategies.
  • Assisted with refunds, order tracking, and technical troubleshooting.
  • Trained and mentored new hires, improving onboarding effectiveness.

Administrator

G Smart Solution (Pty) Ltd
06.2019 - 01.2021
  • Processed loan applications and conducted credit assessments.
  • Generated financial reports and performed internal audits for compliance.
  • Ensured repayment deadlines were met, achieving 98% on-time repayment.
  • Supported management with day-to-day administrative and compliance tasks.

Education

BA - Forensic Science and Technology in Criminology

University of South Africa
Cape Town, South Africa
11-2027

Diploma in Law - Paralegal Studies

University of South Africa
Pretoria, South Africa
01.2022

Skills

  • Technical & Systems

Microsoft Office Suite,

  • Salesforce CRM,

  • Internal Banking Systems,

  • Data & Digital Literacy,

  • Technical Troubleshooting

  • Customer service and care

  • Problem-solving

  • Positive attitude

  • Clear communication

Websites

Certification

Cybersecurity Certificate, Google Coursera – Completed 2025-01

References

Available upon request

Timeline

Client Care Agent

Capitec Bank
03.2025 - Current

Help Desk Agent

Capitec Bank
11.2024 - 03.2025

Customer Service Representative

Ascensos South Africa (Pty) Ltd
11.2021 - 08.2023

Administrator

G Smart Solution (Pty) Ltd
06.2019 - 01.2021

BA - Forensic Science and Technology in Criminology

University of South Africa

Diploma in Law - Paralegal Studies

University of South Africa

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Itumeleng RamapelaClient Care & Admin Professional | Aspiring Fraud & Risk Specialist