Kabelo Mokgatle

· Accurately and efficiently data capture required information in area of responsibility to enable client access to benefits or information

· Answer member / scheme calls and provide relevant required information via relevant medium (e-mail, tel , fax)

· When required arrange for bulk new member / paypoint registration files to upload onto system

· Maintain service quality evaluation in line with scheme rules and contractual negotiations

· Keep members informed of the status of their requests

· Meet delivery objectives through working with other team members within and linked to the department / project

· Resolve operational performance variations and problems and escalate unresolved issues to higher levels

· Ensure delivery targets/objectives are met and operate in a supportive manner to achieve successful delivery

· Moderation of Social Media channels for Standard Bank South Africa with a strong focus of Twitter and Facebook. Online moderation as well as query management focusing mainly on complaints.

· To interact with customer base on managed and owned social media platforms to resolve queries and complaints.

· To create/repurpose proactive social media content to proactively educate and support customers on all offerings, campaigns and business continuity.

· To manage online reputational risk on social media platforms.

· To identify opportunities for Sales and proactively apply retention strategies during service breakdowns.

· To manage online reputational risk on social media platforms.

• Accurately and timorously action suspicious and unusual transactions passing over accounts highlighted on the Detection system and take prompt remedial action to prevent risk/loss to the bank. • Professional Interaction by responding to contact from customers (Inbound) where suspicious transactions were highlighted. • Maintain a customer centric focus throughout addressing the needs of customers and business units. • Always Maintain confidentiality and data security of customer information to ensure that the bank’s requirements are met in line with procedures, policies and legislation. • Identify and report suspicious and unusual transactions. • Other duties allocated by management to be dealt with in a professional manner and in adherence to time lines given • Adhere to laid down procedures and policies. • Deliver exceptional customer service to our customers and business units. • Meet deadlines on key deliverables. • Identify and escalate adverse trends affecting the bank. • Assist the management team in analysing transactions and procedures with a view to implementing additional controls to reduce Losses to the Bank.
I have also upskilled in the Secured Lending Space
SECURED LENDING CUSTOMER SERVICE CONSULTANT (HOME LOANS AND VEHICLE FINANCE)
• Perform primary function of handling inbound calls,
• Assist customers with enquiries regarding the home loan/VAF account maintenance
• Upholding the SBSA culture and values and act in accordance
• Help achieve SLA daily
• Always Maintain professional interaction with customers
• Provide voluntary coaching to assist team mates.
• Assist and maintain accounts pertaining to Vehicle and Asset Finance and Home loan Accounts.
Services offered include providing of Statements, Settlement quotes, tax certificates, amortization schedule, update on the progress of the home loans applications and logging of Refunds, NATIS, Cross border letters, Cessions and cancellation

· Receiving the request via Web, e-mail or fax from the Insurer or Broker

· Capturing of client details in CarSure system

· Phoning the insured to make rental arrangements

· Notify the client of all pre-rental conditions

· Booking the car on the AVIS wizard system confirming the booking with AVIS.

· Email/fax voucher to Avis.

· Follow up on the reminder e-mail received at 7h00 and 14h00 each day, on rentals where a message was left for the driver.

· Following up rental queries to successful conclusion.

· Returning voice messages in CIC

· Contacting a client within 4 hours from receipt of an e-mail/fax

· Action within 4 hours any extension or voucher request from Avis.

· Notifying Avis immediately if the rental is for 30 days that there will be no extension.

· Ensuring that all rentals are completed before close of business

· Ensuring that all Avis requests are responded to

· Compiling notes on Carsure System

· Capturing the broker name and contact telephone number and email in Carsure data base.

Business Development:
• Generate leads, sourcing most appropriate parties (involved personnel and decision makers)
• Follow-up on leads
• Make appointments for demo-plays
• Run demo-plays (assistance from Directors if necessary)
• Close deals (assistance from Directors if necessary)
• Attend weekly strategy and progress meeting with Directors
▪ Accounts Management:
• Strengthen and maintain strong customer relationships
• Liaise with clients for events, as key person, identifying needs of client and conveying Company needs for the events
• Liaise with Operations Officer for requirements for events
• Strategize with Directors on game scenarios and gameplay development
• Game Master and/or Facilitate for events when required
▪ In-house training support
• Support in-house training sessions
▪ Office support and Administration
• Support running of office, when required
• Hours of work – as per contract
• Establish monthly targets with Directors
• Submit weekly and monthly reports of activities and progress on pipeline deals

▪ Telephonic collections on delinquent accounts, focusing on customer education, retention, and rehabilitating clients
▪ Provide efficient and excellent quality service to customers
▪ Refer customers’ accounts to the relevant admin department to be actioned
▪ Solve problems, plan and make decisions regarding client accounts
▪ Update customer information received from clients
▪ Identify opportunities for streamlining processes
▪ Following up on broken promises
▪ Utilize all rehabilitative interventions to prevent NPL’s to utilize all rehabilitative strategies in addressing deteriorating risk accounts
Second-in-Charge (Team Leader)
▪ Assisting Team Leader by ensuring that all staff are at work on time
▪ Manage staff to achieve call centre efficiencies and effectiveness
▪ Attend to all staff related queries and issues
▪ Build professional relationships with internal business
▪ Reporting any breaches and exposures to the Business Unit Head and/or the division's Risk/Regulatory Compliance Officer
▪ Ensure that all daily and monthly statistics are printed, updated and given to all staff
▪ Ensure efficient and quality service to internal and external customers
▪ Investigate, develop and apply best practices in the unit
▪ Manage call activity as well as breaks at nominated levels
▪ Identify, build, and maintain key relationships with relevant stakeholders
▪ Cost control (e.g. stationery, staff cost, etc.)
▪ Operate within delegated levels of authority (mandates)
▪ Coach delegates on errors and provide feedback using the tools given, and maintain quality of calls by evaluating calls
▪ Actioning of reports
Debt Consolidations Officer
▪ Telephonic sales to customers who are in financial distress to offer consolidation on entire internal debt
▪ Capturing customers information on the Law Credit system to process the lead
▪ Forwarding application forms to customers, and follow up with the customers if the applications forms were received and sent back to Admin Department
▪ Keep track of customers application and customers status to remain informed
▪ Escalating customers to Credit for feedback on the outcome of the application