Summary
Overview
Work History
Education
Skills
Work Preference
Timeline
Generic

Ivy Zandile Precious Mathenjwa

Finance
Bellair,KZN

Summary

Experienced Lending Consultant adept at assessing customer needs, providing suitable products and guiding customers through loan process. Skilled in affordability assessment, handling financial transactions, credit analysis using in-depth knowledge of loan products, services , credit policies and lending regulations.

Overview

15
15
years of professional experience

Work History

Relationship Consultant

Ewing Trust Company
03.2024 - Current
  • Ensuring ongoing management of client relationships and fostering of new client relationships
  • Communicate with clients on the progress of their various matters and dealing with queries or requests in a timely manner
  • Ensuring regular and timeous client contact
  • Interact with the financial advisors to ensure a constant flow of communication and improvement of service levels to clients
  • Escalate client enquiries to the Financial Advisor when of technical, strategy or advice based nature
  • New business generation from existing client contact
  • Execute our Client Service standards in a manner which ensures commitments are met and potential problems anticipated
  • Client Meeting Preparation & Attendance :
  • Ensure Financial Adviser has required documents for meetings and prepare Agenda of topics of discussion and required information
  • Attend client meetings in order to assist Financial Advisor with any client actions or administration for the client
  • Carry out actions in consultation with the Financial Advisor following the client meeting
  • Month End & Quarter End :
  • Produce timely and accurate reporting to clients
  • Request and check monthly or quarterly reporting from Brokers and Unitised Institutions
  • Uploading to Indlovu system or forwarding reporting to clients monthly/quarterly
  • Quarterly Management Fees :
  • Action and check management fees as per clients mandate on a quarterly basis
  • Client Tax Reporting :
  • Sending monthly/quarterly reporting to tax consultants
  • Uploading to Indlovu system: Year-end tax reporting to tax consultants
  • Banking :
  • Action any requests for payments
  • Authorise payments
  • FIC & FAIS Compliance :
  • Comply with any FIC or FAIS compliance requests from Internal Compliance Department, Brokers, Banks or
  • Unitised Institutions
  • Requesting updated or outstanding information from clients.
  • Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
  • Managed client relationships through regular check-ins and updates on project progress.
  • Identified areas of improvement for clients'' operations, implementing targeted solutions to increase productivity.
  • Analyzed data sets to identify trends and opportunities for process improvements within client organizations.
  • Increased client satisfaction by developing comprehensive consulting strategies tailored to each business's unique challenges and objectives.
  • Enhanced client decision-making, synthesizing complex data into clear, concise reports and dashboards.
  • Transformed client digital strategies, leveraging cutting-edge technologies to enhance online presence and customer interaction.
  • Delivered comprehensive reports and presentations to stakeholders, providing insights and actionable recommendations for business improvement.
  • Maintained database systems to track and analyze operational data.
  • Gathered, organized and input information into digital database.
  • Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.

Further Lending consultant

SA Home Loans
01.2022 - 02.2024
  • Loan Application Evaluation and Capturing:
  • Evaluate loan application documents for completeness and accuracy
  • Accurately capture and document relevant information from application forms
  • Client Engagement and Document Collection:
  • Liaise with clients to obtain outstanding or additional supporting documents
  • Conduct telephonic and written communication with clients and relevant parties in the loan application process
  • Financial Assessment and Credit Policies:
  • Perform reconciliations for self-employed, rental, and commission income
  • Acquire a thorough understanding of credit policies to effectively advocate and motivate applications
  • Motivate for credit applications that are withinin criteria by escalating to the exceptions management team
  • Affordability Assessment and Submission:
  • Conduct an initial affordability assessment and calculate loan-to-value ratios for informed decisionmaking
  • Prepare and submit applications to the credit department, ensuring all necessary information is included
  • Quality Assurance and Communication:
  • Ensure the credit department conducts a thorough and accurate assessment before communicating outcomes to clients
  • Challenge decisions by the credit department by escalating to the credit exceptions team.
  • Trained new employees on company processes, systems, and best practices, improving team performance and cohesion.
  • Evaluated credit risk by thoroughly reviewing applicants'' financial history, employment status, income stability, collateral value, and other relevant factors before making recommendations on loan terms or denial decisions.
  • Conducted comprehensive financial analyses to determine client eligibility for various loan products.
  • Maintained strict compliance with all federal, state, and company lending regulations by staying abreast of changes in laws or policies.
  • Maintained up-to-date knowledge of industry trends, regulations, and products to provide expert advice to clients.
  • Developed strong relationships with clients, ensuring repeat business and referrals for new clients.
  • Enhanced client experience through timely updates regarding application statuses and providing educational resources related to their chosen mortgage products.
  • Assisted in the implementation of new lending policies, resulting in a more efficient and effective lending process.
  • Implemented risk mitigation strategies by identifying potential issues with loan applications early on in the process.
  • Negotiated favorable deal terms for borrowers while balancing bank requirements for profitability.
  • Streamlined communication between departments involved in the lending process to improve overall efficiency within the organization.
  • Maintained strict confidentiality of bank records and client information.
  • Submitted loan applications to underwriter for verification and recommendations.
  • Originated, reviewed, processed, closed, and administered customer loan proposals.
  • Developed strong relationships with customers through high levels of customer service.
  • Assisted customers in understanding loan terms and conditions to make informed decisions.
  • Examined customer loan applications for loan approvals and denials.
  • Collaborated with other departments to promptly process loan applications.
  • Processed loan applications and monitored progress from start to finish.
  • Evaluated loan requests and documents to verify accuracy and completeness.
  • Proactively identified solutions for customers experiencing credit issues.
  • Assessed loan portfolios for compliance with underwriting policies.
  • Improved loan processing efficiency by streamlining documentation and application procedures.
  • Collaborated with underwriters to expedite loan approvals and enhance overall customer satisfaction.
  • Provided exceptional customer service by addressing client concerns promptly and professionally throughout the entire lending process.

Helpdesk Specialist

SA Home Loans
07.2018 - 12.2021
  • Effective Inquiry Management:
  • Managed clients' inquiries with a focus on professionalism and efficient resolution
  • Proactive Communication:
  • Fostered effective communication with clients, addressing their needs and striving for first call resolution
  • Collaborative Problem-Solving:
  • Collaborated with cross-functional teams to escalate and recommend appropriate solutions for clients' inquiries
  • Client Support and Information Delivery:
  • Supported clients by providing relevant information about their accounts and ensuring they were updated on products and services
  • Optimized Communication Channels:
  • Optimized digital communication channels to interact with a diverse client base, addressing their preferred methods of communication
  • Service Alignment:
  • Aligned actions with the philosophy of delivering outstanding service, contributing to an exceptional client experience
  • Continuous Training Adherence:
  • Adhered to departmental training standards to stay updated on the latest SAHL and partners' products
  • Compliance and Regulation Adherence: Complied with processes, policies, and regulatory requirements, including adherence to POPIA and FICA.

Customer service representative

MTN SA
01.2010 - 01.2019
  • Streamline Systems and Processes:
  • Streamline existing systems, processes, and procedures to enhance operational efficiency, improve performance, and elevate customer contact experiences
  • Customer Interaction and Solutions:
  • Respond to incoming calls from customers, providing accurate solutions in line with customer requests
  • System Application Utilization:
  • Efficiently open and leverage system applications to support and enhance work processes
  • Call Logging Accuracy:
  • Ensure precise and timely logging of calls according to the call classification system
  • Retention Implementation:
  • Implement customer retention strategies to retain customers, aligning with company objectives
  • Quality Customer Query Resolution:
  • Address all customer queries within defined quality standards and resolve them within agreed
  • Service Level Agreements (SLA)
  • Adherence to Standard Operating Procedures:
  • Adhere to standard operating procedures, ensuring a systematic approach to tasks.

client service consultant

Standard Bank
10.2014 - 12.2015
  • Home Loans Processing:
  • Receive and process Home Loans applications, ensuring completeness and accuracy
  • Assist clients in borrowing funds from their existing bond
  • Credit Assessment and Documentation:
  • Analyze credit assessments and verify the submission of all required documents
  • Check if the customer currently has any open loans with the Bank
  • Conduct a system workup based on customer income for comprehensive evaluation
  • Customer Interaction and Query Resolution:
  • Contact customers promptly if any required documents are missing
  • Receive and address customer queries or complaints effectively, aiming for first attempt resolution
  • Financial Transactions and Account Management:
  • Amend customers' debit order details as required
  • Add and remove Insurance and Assurance on customers' home loan accounts based on their preferences
  • Efficient Resolution Practices:
  • Provide resolutions on the first enquiry to optimize customer service efficiency.
  • Provided customers with information about company offerings and answered questions about features, costs, and delivery.
  • Educated clients on services and products available.
  • Monitored client accounts to proactively identify issues and provide prompt resolution.
  • Delivered exceptional customer service by consistently exceeding expectations in responsiveness and problem-solving capabilities.
  • Trained client service employees on excellent customer service and company systems.
  • Participated in regular training sessions to stay current on industry trends, best practices, and product advancements for optimal customer support delivery.
  • Updated accounts, documents and reports with efficiency and accuracy.
  • Responded to customer concerns with friendly, knowledgeable service, and resolved issues quickly to deliver prompt service.
  • Developed strong relationships with key clients, leading to increased trust and long-term business partnerships.
  • Assisted in the development of customized solutions for specific client challenges, resulting in increased satisfaction levels.
  • Maintained detailed records of client interactions in CRM system, enabling efficient follow-up and ongoing relationship management.
  • Referred customers to correct representatives after answering questions.
  • Delivered prompt service to prioritize customer needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Educated customers about billing, payment processing and support policies and procedures.

Education

National senior certificate Cornerstone Perfomance solutions - undefined

Overport Secondary School

Bachelor of Commerce - Financial Management

Bank Seta

Skills

  • Analytical Skills
  • Loan Processing
  • Consumer Lending
  • Financial Analysis
  • Decision making
  • Leadership skills
  • Communication
  • Credit Analysis
  • Problem Solving
  • Client Relations
  • Attention to detail
  • Problem-solving
  • Team leadership & development
  • Client relationships
  • Integrity and honesty
  • MS office
  • Analytical thinking
  • Strategic planning
  • Customer relationship management
  • Time management
  • Work Planning and Prioritization
  • Client rapport
  • Analysis & evaluation
  • Organizational development
  • Decision-making

Work Preference

Work Type

Full Time

Work Location

RemoteHybridOn-Site

Important To Me

Career advancementWork-life balanceCompany CultureHealthcare benefits

Timeline

Relationship Consultant

Ewing Trust Company
03.2024 - Current

Further Lending consultant

SA Home Loans
01.2022 - 02.2024

Helpdesk Specialist

SA Home Loans
07.2018 - 12.2021

client service consultant

Standard Bank
10.2014 - 12.2015

Customer service representative

MTN SA
01.2010 - 01.2019

National senior certificate Cornerstone Perfomance solutions - undefined

Overport Secondary School

Bachelor of Commerce - Financial Management

Bank Seta

Similar Profiles

CREATE PROFILE
Ivy Zandile Precious MathenjwaFinance