Itumeleng Simon Mokoena
Bloemfontein
Summary
Professional and results-driven individual with over 15 years of experience in banking operations, account administration, customer servive, and financial processing within South African Postbank. Skilled in estate and investment account management , unclaimed accounts, reconciliations, account balancing, and resolving complex client queries while ensuring compliance with banking policies and SLA standards. Proficient in MS Office, SAP, Outlook, UBS, Postilion, E-filing, Remedy, and Flexcube@Remit, with strong problem-solving, attention to detail, and a commitment to excellent customer service and operational efficiency.
Overview
25
25
years of professional experience
Work History
Accounts Administrator
South African Postbank SOC Ltd
Bloemfontein
06.2012 - Current
- Perform all functions according to Postbank procudures and policies
- Receive incoming general correspondence/ calls from internal and external stakeholders and assist or elevate as necessary .
- Dealing with estate accounts in accordance with the procedures and policies.
- Check that all necessary documentations are available for processing of estate accounts and related issues.
- Dealing with investement related accunts in accordance with precedures and policies.
- Check that all necessary documentations for processing of investments, payments and related activities.
- Deal with all functions related to Unclaimed Accounts.
- Diagnosing and correcting of wrongly captured transactions.
- Closing of transferring of workmen compensation funds as per customer request.
- Receivng/dispatching/audit of books sent or requested by branches.
- Recording of Post Office non-conformances.
Reconciliation Officer
South African Postbank SOC Ltd
Bloemfontein, South Africa
06.2018 - 09.2018
- Prepare GEFU to balance client's accounts..
- Transfer of items on SAP system.
- Prepare and capture Journals and addressing client queries.
- Dealing with/clearing correction log (process of/ deleting transactions).
- Assisting branches with queries.
- Adjusting client's accounts to reflect correct balances, balancing clearing accounts by resolving open items.
- Handling of telephone and fax / email enquiries.
- Report system issues.
- Check upload of files and report outstanding files.
- Comparison between systems to verify/identity different differences and prepare recons.
Call Centre Agent
South African Postbank SOC Ltd
Bloemfontein, South Africa
01.2007 - 04.2012
- Handling all calls within agreed queuing time and deliver service with the agreed SLA standards.
- Transferring of calls to relevant extensions.
- Ensuring compliance with all legislative and company requirements.
- Zero deviations from the set customer call centre standards.
- Meet objectives in performance management system.
- Handling all types of queries and difficult clients.
- Maintain 100% customer satisfaction in seeking for creative solutions to customer enquiries.
- Handling internal and external clients with integrity, respect and honesty .
- Willing to go extra mile for clients and zero complains.
- Handling all SASSA payments enquiries for the grant beneficiaries.
- Managing and resolving a variety of customer quiries and complains.
- Issuing, redeeming, blocking and unblocking, marking suspicious transactions, and changing the status of money transfers for all offline branches.
- Maintain a high level of pride and energy while working toward the team’s overall objectives
Administrative Officer
South African Postbank SOC Ltd
Bloemfontein, South Africa
01.2006 - 12.2006
- Receiving, processing and filing of incoming mails.
- Dispatching of all outward mails.
- Dealing with all related administative duties.
- Ensuring adherence to the Postbank operational manual procedures and standards.
- Process workflow volumes and liaising with other sections to ensure maximum workflow.
- Meeting SLA standards with regard to E-filing.
Courier assistant
South African Postbank SOC Ltd
Bloemfontein, South Africa
01.2005 - 12.2005
- Used strong time management skills to coordinate timely deliveries.
- Maintained accurate records of deliveries, collections, and undeliverable items for operational efficiency.
- Followed company policies and legal regulations strictly while handling confidential documents.
- Provided excellent customer service to each account.
- Delivered parcels and documents to specified addresses, adhering to strict delivery timelines.
- Maintained accurate records of deliveries, collections, and vehicle mileage for operational efficiency.
- Adapted to flexible working hours, including weekends and holidays, to meet company service commitments.
- Greeted customers warmly and professionally to maintain positive company reputation.
- Loaded and unloaded parcels with care, ensuring no damage to goods during transit.
Cashier
Rocklands Filling Station
Bloemfontein, South Africa
01.2001 - 10.2004
- Handled cash, credit card, and voucher payments, maintaining accurate financial records.
- Processed payments by cash, cheque, or card to complete transactions.
- Maintained clean, tidy and organised checkout areas.
- Calculated and provided accurate change to customers after transactions.
- Completed daily records updates to track sales and accurate payment totals.
- Offered friendly greetings and farewells, creating a welcoming environment for all patrons.
- Processed transactions quickly and accurately, enhancing customer checkout experience.
- Worked overtime shifts to maintain optimal workflow during busy periods or times of unexpected high volume.
- Trained new staff on cashiering procedures and customer service excellence.
- Conducted daily cash drawer reconciliations, identifying and rectifying discrepancies promptly.
Education
Bachelor of Business Administration - Economic and Management Sciences
University of the Free Sttea
Bloemfontein, FS01-2026
NVQ Level 4 - Tswana, English, Afrikaans, Accounting and Business Economics
Sehunelo Senior Secondary School
Bloemfontein, FS2000
Skills
- Banking Operations Management
- Account Adminstration
- Estate Accounts Processing
- Investment Accounts Management
- Unclaimed Accounts Handling
- Customer Service Experience
- Call Centre Operations
- Clients Query Resolutions
- Financial Reconciliation
- Accounts Balancing and Adjustments
- Tranactions Processing and Corrections
- SAP System Operations
- MS Office Suite (Word, Excel, PowerPoint, Outlook)
- UBS and Postilion Systems
- Flexcube@Remit Operations
- E-filing and Records Mnangement
- Administrative Support
- Mail Processing and Dispatch
- Compliance and Banking Procedures and Policies
- SLA Management
- Problem Solving and Decision Making
- Attention to Details
- Teamwork and Collaboration
- Communication Skills
- Stress Management
- Conflict Resolution
- Time Mnagement
- Confidential Information Handling
- Audit Support and Documentation Control
Languages
English
Upper Intermediate
B2
Tshwana
Upper Intermediate
B2
Afrikaans
Intermediate
B1
S Sotho
Upper Intermediate
B2
Xhosa
Intermediate
B1
Zulu
Elementary
A2
References
1. Manager: Outbound Call Centre (SA Postbank)
Mr. Elias Makalo Mier
120A Henry Street
Westdene
Bloemfontein
9300
Tel: 051 412 1275
Cell phone:
2. Supervisor: Account Administration (SA Postbank)
Ms. Karin Pike
120A Henry Street
Westdene
Bloemfontein
9300
Tel: 051 411 1193
Cell phone:
3. Head of Operations: Postbank Operations (SA Postbank)
Mrs. Marietha Harris
120A Henry Street
Westdene
9300
Tel: 051
Cell phone:
___
DISCLAIMER
I declare that all information provided (including any attachments) is complete and correct to the best of my knowledge. I understand that any false information supplied could lead to my application being disqualified or my discharge if I am appointed
___
PERSONAL INFORMATION
• ID Number: 7907295676083
• Age: 47
• Ethnicity: AFRICAN
• Criminal Record: NONE
Timeline
Reconciliation Officer
South African Postbank SOC Ltd
06.2018 - 09.2018
Accounts Administrator
South African Postbank SOC Ltd
06.2012 - Current
Call Centre Agent
South African Postbank SOC Ltd
01.2007 - 04.2012
Administrative Officer
South African Postbank SOC Ltd
01.2006 - 12.2006
Courier assistant
South African Postbank SOC Ltd
01.2005 - 12.2005
Cashier
Rocklands Filling Station
01.2001 - 10.2004
Bachelor of Business Administration - Economic and Management Sciences
University of the Free Sttea
NVQ Level 4 - Tswana, English, Afrikaans, Accounting and Business Economics
Sehunelo Senior Secondary School