Jabulile Gaula

• Taking custody of CIP and Cheque cards, receiving and returning cards when they aren't collected. Ensuring that cards are balanced daily, controlling and keeping record of cards used at bank days .
• Communicating change in regard to Service as well as expectations and performance where QMS and productivity is concerned.
• Sourcing leads.
• Providing reception function by identifying the customer's needs,recording, monitoring and allocating the customer to the appropriate area for assistance whilst maintaining a high level of integrity and ethical standards.
• Attending to customer complaints by capturing them on the system and following up in keeping with our CX Sunset principles. Ensuring that the branch is always well maintained by completing branch maintenance reports.
• Implemented process improvements that resulted in reduced response times for customer inquiries. Conducted regular follow-up calls to assess customer satisfaction levels and address any outstanding concerns.

Provided reception services and allocate customers to appropriate areas

Maintained branch standards and assist with ATM/account queries.

• Credit Assessment & Offer Presentation

Responded to inbound and outbound loan enquiries, including those initiated via digital platforms.

Cross-checked client information against credit bureau data, (XDS) and perform digital authentication.

Presented tailored loan options (amounts, terms, repayment periods.

Explained the terms clearly and assist the client in selecting the most suitable offer.

• Documentation & Compliance

Guided clients through the submission of required documents & vetting the documents .

Ensured all data aligns with Capitec’s Risk-Based Approach (RBA) and onboarding procedures.

Maintained compliance with anti-money laundering and credit granting policies.

• Sales & Cross-Selling
• Promoted additional Capitec products such as Global One (Save, Transact, Insure, Credit).
• Upselled and cross-selled where appropriate, converting external banking clients to Capitec.

• Mitigated financial risks, performing periodic reviews of existing clients'' profiles to validate their continued compliance with established policies.
• Conducted comprehensive research on clients'' financial activities to identify high-risk accounts requiring enhanced due diligence.
• Scrutinized and reported on discrepancies in financial records and documents.

• Provided administrative service to support Capitec bank's clients utilizing product knowledge to attend to enquiries and complaints relating to account information and card transactions.
• Provided support all clients making use of Capitec banks internet banking and Mobile Banking services.
• Sourced prospective clients through inbound and outbound sales campaigns.
• De-escalated and resolved customer complaints with punctual, polite and professional service.

• Responsible for contacting customer with outstanding queries at first contact.
• Assisted customers with troubleshooting complex technical queries.
• Sold insurance on the Multichoice products, and upselling of Multi-Choice products.
• Consolidated reports for complaints and assisted with system related issues.
• Maintained client profiles, subscriptions and reconciled the transactional activity using business integrated systems.