Summary
Overview
Work history
Education
Skills
Timeline
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KATLEGO MOLOI

Soweto,Johannesburg

Summary

I am a hardworking and proactive individual committed to improving customer service, loyalty and satisfaction. In this five years working experience, I have a strong background in engaging with customers and providing excellent service, with logical thinking approach to problem-solving and resolving complex issues swiftly. I am enthusiastic and driven to succeed against challenging targets and am always looking for better ways to enhance my professional life.

Overview

7
7
years of professional experience

Work history

Centre of excellence consultant

BetterBond Home loans
07.2022 - Current
  • Point of contact for leads generated through multi-media campaigns
  • Assisting with general enquiries
  • Answering inbound calls coming through the department
  • Conducting needs analysis to determine customer requirements
  • Managing outbound leads for pre qualifications and general enquiries
  • Completing credit checks for pre-qualification
  • Analysing customers financial information and issue pre-qualification certificates
  • Communicating important feedback to customers
  • Suggesting process improvements to enhance customer experience and reduce costs where applicable
  • Providing timeous feedback to all parties consistently and within SLA timeframes
  • Staying up to date with processes

Home Loans sales consultant

First National Bank
01.2019 - 05.2021
  • Conducting daily outbound calls to existing and prospective clients to offer home loans products
  • Processing incoming leads from various channels
  • Maintaining high standard of client satisfaction and quality by ensuring timely and proactive customer communication
  • Pre-qualifying clients based on credit and affordability criteria
  • Gathering documents essential to processing and approving of an application
  • Follow-up with various departments such credit and valuations to ensure smooth and up to speed processing
  • Motivate declined applications, conduct interest rate appeals to ensure best possible outcome
  • Give daily and regular feedback to clients


Call Centre agent

First National Bank
02.2017 - 01.2019
  • Handling customer inquiries both telephonically inbound and by email
  • Interacting with customers to understand their needs and providing high customer service
  • Analyzing and offering prospective and existing customers mortgage loan products based on clients need
  • Providing information on various home loan products
  • Liaising with different stakeholders such as bond originators, conveyancers and estate agents.

Education

R.W fick Senior Secondary School
04.2001 - 2015

Milpark
2018

Skills

  • Expert communicator
  • Inbound call handling
  • Lead conversion techniques
  • Interpersonal skills
  • Customer needs analysis
  • Customer communications
  • Telemarketing
  • Salesforce
  • Service knowledge
  • Sales negotiation
  • Email marketing campaigns

Timeline

Centre of excellence consultant

BetterBond Home loans
07.2022 - Current

Home Loans sales consultant

First National Bank
01.2019 - 05.2021

Call Centre agent

First National Bank
02.2017 - 01.2019

R.W fick Senior Secondary School
04.2001 - 2015

Milpark

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KATLEGO MOLOI