Jeffrey Lucky Mphutlane

• Restriction and monitoring of customer accounts Court orders, Subpoenas (Legal) SARB, FIC, EXCON, AML, and KYC
• Execute detailed instructions – SABRIC and Undesirable Verifying the bank risk exposure
• Securing funds from customer accounts and making payments to third parties and Instruction administrators
• Foreign Accounts blocking and imposing restrictions
• Data Mining (Tracing of missing funds, fraud investigations assistance
• Implemented robust compliance policies and procedures, resulting in a decrease in regulatory violations.
• Assisted in the successful completion of external audits by providing detailed documentation and demonstrating adherence to regulatory requirements.
• Conducted regular audits of internal processes, identifying areas for improvement and implementing corrective actions.
• Developed innovative solutions to address complex compliance challenges while maintaining alignment with business objectives.

• Technologies:

MS3270 and RMS Desktop, Rc10, Diners Club, EFS, Report Viewer,

Outlook, BDS, Excel, PowerPoint, VAF NT 2000, FileNet, Image Viewer, Sabric, Team Track, Flight Deck, EIW, Excel

• Maintained strong relationships with clients through proactive communication and personalized service.
• Improved customer satisfaction by ensuring timely and accurate deliveries of products.
• Enhanced delivery efficiency by optimizing routes using GPS navigation and mapping tools.
• Demonstrated exceptional time management skills in consistently meeting tight deadlines without compromising quality or safety.
• Operated vehicle safely in highly congested areas with no traffic violations.
• Loaded truck and properly secured items to prevent damage for deliveries.
• Communicated with dispatchers to stay informed of changes to routes and delivery schedules.

• Resetting and deactivation of One Time Passwords (OTP)
• Credit card transactions and Home Loans Queries
• Technical issues relating to Mobile Banking, Internet Banking, and Cell Phone Banking queries, (Assisting with pre-paid
• Onboarded and managed new client accounts to boost retention rates.
• Implemented practices and procedures to reduce expenditures and increase savings.
• Collected, arranged, and input information into database system.
• Generated reports detailing findings and recommendations.

• Streamlined call center processes for improved efficiency and reduced wait times.
• Exceeded performance metrics consistently, earning recognition as a top performer within the team.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
• Collaborated with team members to develop best practices for consistent customer service delivery.
• Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.
• Contributed to sales growth by upselling products and services based on individual customer requirements.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
• Offered advice and assistance to customers, paying attention to special needs or wants.