Itumeleng Viljunia Mohale

• Validate documents received from ABSA branches and ensure that it is in accordance with business rules and regulatory requirements
• Examine over 60 documents to verify that first check verification is done at branch level
• Check that imaged documents sent through via BDP are compliant, if documents are not fit for processing return back to specific branch for remediation
• Verify and validate that FICA documents provided are correctly screened on
• CASA
• Drawing reports/team stats from AOM
• ADHOC DUTIES
• Prepared variety of different written communications, reports and documents and verify team stats and do adjustments as per control report
• Planning of staff leave approved by team leader, training and weekly workflow/plan
• Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting
• Developed and implemented performance improvement strategies and plans to promote continuous improvement

• Investigating validity of chargeback sent to ABSA by other local banks
• Resolve merchant queries within SLA according to department standard
• Sending merchant notification of debit letters with supporting documents before a chargeback is processed on their accounts
• Debiting and crediting merchant account
• Accurately updating daily Z-tasks as per function SLA’s daily/monthly reports

• Receiving incoming calls from external and internal clients
• Dealing with customer Queries, logging/resolving complaints at first point of contact
• Reconciliation of balances on client’s account
• Increasing and decreasing credit limits on client’s accounts as per customer requests
• Authorizing transactions on customer accounts
• Cancellation of transaction as and when required to do so by merchants or other banks
• Attend to all telephonic enquiries received ABSA merchants nationwide
• Monitor logged queries on service desk system, to ensure all enquiries are attended to until logic conclusion and resolution

ADHOC Duties

• Second in charge team leader for a team of 15 agents
• Used critical thinking to break down problems, evaluate solutions and make decisions.

• Receiving incoming calls
• Monitoring clients alarm systems (National and Corporate)
• Dispatching Reaction Officers
• Dispatching Medical Officers
• Dispatching Police Officials 3

• Receiving incoming calls
• Emergency Roadside Assistance
• Assisting customers with arranging tow trucks, ambulances, counselling if required and medical assistance
• Emergency Home Assistance, arranging plumbing assistance, and locksmiths
• Case Management