KATLEGO MAMPA
Pimville
Summary
I am an experienced banker with over 8 years of financial industry experience in client acquisition, financial needs analysis, retention, relationship management and AML analysis & reporting. Overall responsibilities include business analysis e.g. financial statements, risk analysis, transactional monitoring & reporting. I possess a remarkable ability to interpret data sets, extracting meaningful insights to formulate practical solutions. I take initiative to identify opportunities and recommend suitable products & services. I have strong communication skills. I can multi-task, prioritize and handle pressure within a fast-paced environment with attention to detail and accuracy.
Overview
12
12
years of professional experience
Work History
SERVICE CONSULTANT (Floating 2 POT SYSTEM)
MineWorkers Provident Fund
09.2024 - Current
- Act as a consultant, the main duty is to attend to the member application as per the 2 pot system requirements. The consultant is to carry out all relevant administrative duties and respond to relevant queries. In addition, the consultant is to attend to various mines or shafts according to the schedule.
- MAIN PURPOSE OF THE JOB:
- Assess the required documents to check validity
- Scan and upload the document on the members records
- Initiate the claim on the Everest system as per the member requirements
- Print the form and obtain the member’s signature
- Travel and attend to members at various mining houses or shafts as per schedule
Quality Assurance Monitor (Kyc Commercial and Projects)
First National Bank
10.2022 - 05.2023
- To facilitate quality delivery across various teams.
- To monitor quality adherence and compliance to quality standards
- To ensure implementation of identified quality methodologies and improvement initiatives
- To deploy the quality management tools
- To provide support and act as a feedback channel of quality issues
- To communicate quality initiatives
- To provide ongoing intelligence on customers and competitors using internal and external data
- Sources i.e monitor surveys etc
- Offer input into market analysis and segmentation
- To assist in aligning processes in the business and to ensure that this is in line with customer’s expectations
- Identify possible risks in the area and come up with suitable action plans to ensure there are no loopholes in the process
Client Liaison Officer
Standard Bank
02.2020 - 02.2021
- Liaise with customers to identify and discuss reason for additional contact.
- Gain an understanding of manager ring back reason from previous job history and customers contact to resolve customers’ query.
- Take ownership and manage customers’ expectations.
- Manage the local landowners where we are taking the land for the project build.
- Ensure questions that arise from additional contact and manager ring backs are directed to the correct place for resolution and escalated if required.
- Ensure customers are kept fully informed of developments/progress.
- Take personal ownership and deliver a personal service which exceeds customer expectations.
- Identify and implement solutions to resolve any issues that may result in a dissatisfied customer.
- Ensure own compliance with Quality procedures.
- Ensure that SAP is updated with all conversations and agreements.
- Proactive monitoring of customer commitments.
- Proactively monitor customer work contact customers early to advise of problems with meeting commitments or appointments, agreeing a new date if necessary.
- Deal with queries from the customer and ensure other questions that arise during contact are directed to the correct place for resolution.
- Escalate situations to Manager to assist in managing operational risk.
- Relay information to other internal stakeholders in incident situations.
- Ensure own compliance with contingency plan procedures during incidents.
- Proactively screen confirmed work orders to verify satisfactory completion.
- Proactively monitor newly confirmed operations in the live environment
- Assess status of confirmed operations and undertake further work as required.
- Send satisfaction survey to customer to understand if they are fully satisfied with the work that has been completed.
- Take the appropriate action for unresolved customer issues and feedback to improve customer satisfaction.
- Highlight any areas of process non-compliance so training needs can be identified
Sales Support Officer
Standard Bank
09.2015 - 05.2019
- Opening of accounts:
- Support the frontline in assisting customers as and when the need arises.
- Ensures that routine compliance according to laid down procedures and controls are followed in order to minimise the risk of loss through the opening of fraudulent and undesirable accounts.
- Mandates
- Obtains mandates for accounts when required.
- Ensures that all new service requests (queries and complaints) are logged correctly, as either a “first contact resolution” or “non -first contact resolution” as appropriate.
- Ensures that service requests in personal work list are actioned within agreed timelines
- Risk and compliance
- Completes the necessary checklist for all accounts regarded as high risk according to laid down procedures as stipulated in GRG.
- Administration
- Files mandates accurately.
- Filing of Credit card and debit cards applications
- Follow up on applications out of Service Level Agreement for Card and Home Loan products
- Actions the following reports according to laid down procedures:
- Report 10594 (Card Division control report )
- Report 10136 (Exception item report (Track and Trace)
- Report 10137 [Overdue item report (Track and Trace)]
- Report 2099 (Limits Expiring)
- Report 2031 (overdraft list of current/staff accounts)
- Actioning of excess and dormancy list received from credit
- Reactive Selling
- Identifies cross selling and migration opportunities reactively.
- Completes sales and lead generation tracking forms on a daily basis.
- Participates in tactical sales/marketing activities as required.
Customer Service Consultant
Standard Bank
11.2013 - 09.2015
- Issues Cheque books, Master Cards, Garage cards, Automated Teller Machine (ATM) cards and Personal Identification Number (PIN) codes according to laid down procedures as stipulated in the Group Reference Guide (GRG).
- Links/de-links accounts to ATM cards and Master Cards for walk in customers according to laid down procedures as stipulated in GRG.
- Orders replacement credit cards from Card Division upon customer request.
- Attend to daily/monthly increase/decrease of Master Card limits, as per request from customer.
- Process fixed savings account transactions for walk in customers according to laid down policies and procedures as stipulated in GRG.
- Attends to requests and provides Collect statements to customers according to laid down procedures as stipulated in GRG.
- Processes stop payments, stop orders and standing instructions for walk in customers according to laid down procedures as stipulated in GRG.
- Issues provisional statements, balance and other simple (Funeral Plan/Standing Order and Stop Payment) enquiries for walk-in customers according to laid down procedures as stipulated in GRG.
- Amends EAP beneficiaries for walk-in customers according to laid down procedures as stipulated on GRG.
- Processes value transactions for walk in customers according to laid down procedures as stipulated on GRG.
- Processes transactional limits on ATM/credit cards for walk in customers according to laid down procedures as stipulated on GRG.
- Issues deposit books to customers according to laid down procedures as stipulated on GRG.
- Issues unpaid cheques for collection when customers call to collect.
- Ensures that all new service requests (queries and complaints) are logged correctly, as either a “first contact resolution” or “non first contact resolution” as appropriate.
- Ensures that service requests in personal work list are actioned within agreed timelines.
- Compliance and Risk management
- Captures and releases value in New Delivery System within level of authority
- Conducts customer needs analysis in line with the Financial Advisory and Intermediary Service Act licence categories.
- Maintains records in terms of the Financial Advisory and Intermediary Service Act.
- Ensures that PINs, Transactions cards, etc. are sufficiently safeguarded against unnecessary and preventable loss.
- Ensure that customers KYC details are correct during interactions at the enquiry counter.
- Ensures that all the required controls are in place to minimise the risks associated with processes performed in the collections area.
- Reactive Selling
- Identifies migration opportunities and sells products/services reactively.
- Participates in tactical sales/marketing activities as required.
- Ensures that all leads are logged correctly in the presence of the customer and ensures cross selling opportunities are identified.
- Identifies and actions opportunities for cross- and up-sell.
- Ensures that targets and budgets are met.
- Ensures accurate capture, updates or amendments of customer information and history notes.
- Multi-channel utilisation and servicing to sell
- Conducts a needs analysis to identify customer needs in line with Financial Advisory and Intermediary Service act licence categories (FAIS).
- Manages “cost of sales” through the utilisation of multi-channel delivery strategies.
Education
Certificate - Computer Practice
Boston City Campus and Business College
Pretoria ArcadiaMatric certificate - Commerce
Mpedi Bapeding Commercial High School
Mokopane, Limpopo06.2002
Skills
Knowledge of all Microsoft Office Applications
Excellent communication skills, and ability to present complex information in an easy to understand format
Excellent problem solving, critical thinking
Profound ability to work in a fast-paced environment
References
- Shivani, Moodley, Shivani.moodley@fnb.co.za, 0740235723, Bank City (Fnb), Johannesburg
- Given, Maphathe, given.maphathe@standardbank.co.za, 0613497791, Simmonds (Standard Bank), Johannesburg
- Vuyisile, Modise, vmodise@mineworkers.co.za, 0734311380, Mineworkers Provident Fund, Braamfontein
Interests
Reading to motivational books, Learn new things and improve my skills, Going out with friends (sports occasions)
Accomplishments
- Compiled and analyzed Recon information to prepare monthly reports in compliance with accepted policies and procedures.
- Ensured accurate, timely accounting and thorough understanding of all financial information – monthly, quarterly and year-end closings, including bank compliance.
- Prepared risk and compliance based on bank’s laid down procedures.
- Awarded the best Risk and Compliance certificate in the Region in 2015
OTHER EXPERIENCE
- Hogan
- Customer 1st
- Sigma
- Bds/Nds
- VRR
- I was extremely active on listening to calls done by agents and audit according to the bank’s laid down procedure.
Timeline
SERVICE CONSULTANT (Floating 2 POT SYSTEM)
MineWorkers Provident Fund
09.2024 - Current
Quality Assurance Monitor (Kyc Commercial and Projects)
First National Bank
10.2022 - 05.2023
Client Liaison Officer
Standard Bank
02.2020 - 02.2021
Sales Support Officer
Standard Bank
09.2015 - 05.2019
Customer Service Consultant
Standard Bank
11.2013 - 09.2015
Matric certificate - Commerce
Mpedi Bapeding Commercial High School
Certificate - Computer Practice
Boston City Campus and Business College