Summary
Overview
Work History
Education
Skills
Other Qualifications
Industry Knowledge
Home Tel
Health
Personal Information
Criminal Offence
References
Timeline
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Khanyisile Ndaba

Fraud Reporting Agent
1380b Diokane Street White City Jabavu Soweto

Summary

I am a highly dependable individual experienced AML/KYC professional within the Banking, with exceptional time management skills. Over the course of 3 years, I have gained valuable experience in both team-based and independent work in the fraud reporting department.

Through my time in the fraud reporting and investigations department, I have acquired firsthand knowledge of the challenges faced by customers. Furthermore, I have actively supported junior team members, aiding them in achieving their long-term career objectives and fostering growth within the department.

My greatest strength lies in my exceptional communication abilities, allowing me to build strong relationships with both clients and colleagues, resulting in optimal outcomes. I have consistently demonstrated this skill, particularly during a demanding period of development within the investigations department.

Within the field of workforce management and deployment, I am regarded as a subject-matter expert, solidifying my reputation as a knowledgeable and proficient professional.

Overview

13
13
years of professional experience
4
4
years of post-secondary education
1
1
Language

Work History

Fraud Reporting Agent

Capitec Bank
03.2022 - Current
  • Fraud and risk related support and resolution: Provide first-level support services in line with quality standards, policies, processes, and systems to internal and external clients, existing and potential clients and/or stakeholders in resolving fraud inquiries and in such a way that client experience is optimized, enhanced, and relationships are strengthened and maintained
  • Escalate fraud queries and ensure escalated queries are attended to efficiently prior to hand off
  • Provide a superior client service experience and education on best practices to limit the risk of being exposed to fraud
  • Handle reported incidents of fraud with accuracy and attention to detail to limit and prevent client and bank losses emanating from financial crimes
  • Provide support by investigating and resolving problems through prescribed practices and procedures
  • Contribute towards minimising risks by learning to identify anomalies, exceptions, and other risk issues such as those involving operational and reputational integrity
  • Resolve problems or escalate risk-related problems to line management immediately.

Service Admin Agent

Capitec Bank
02.2016 - 08.2017
  • Responds efficiently and courteously to client complaint and enquiries via email
  • Distributes correspondence to relevant staff members or departments; captured data as required
  • Resolves all incidents within agreed Service Levels; provided feedback on incidents and enquiries
  • Checks and confirms FICA documentation for the client due diligence department
  • Investigating ATMs by checking the errors and events
  • Liaising with CAM department to credit funds due to client and branches
  • Analyzing the ATM financial results to conclude the client’s claims
  • Giving feedback to the responsible agent.

Client care Agent

Capitec Bank
02.2015 - 07.2017
  • Provide service to clients enquiries, Card stop, Account disputes such as Unknown transactions and log investigations for clients to interbank for disputes on Fraud and disputes for mobile banking and internet banking, assist client Activate clients internet banking services.

Sales Verification Agent

Aegis Pty Ltd (AIG)
08.2014 - 02.2015
  • Verify Inbound and Outbound Sales calls For travel insurance, ensure that Sales scripts and all AIG insurance procedure is followed to ensure that Sale is legit.
  • Maintained comprehensive product and service knowledge for accurate, informative customer advice.
  • Reviewed and executed confidential documents, contracts and disclosures.

Customer Service Representative

Aegis Pty Ltd (British Gas)
01.2013 - 07.2014
  • Inbound Customer services which is Providing Services for Gas& Electric customers and help diagnose supply faults And giving solutions to vulnerable customers and launching complaints
  • Providing benefits of the products British gas offers to retain customers.

Customer Service Representative

Aegis Pty LTD (Virgin Mobile Campaign)
01.2011 - 01.2013
  • Sales, Customer service, Inbound Act as a central point of contact for customers through multimedia contact channels Customer service Escalations and complaints
  • Handling enquiries and complaints from customers and escalating as necessary within agreed turnaround times
  • Identifying customer needs and providing information on a broad range of Virgin Mobile UK’s products and services, cross-selling where appropriate, Logging customer calls and customer case management
  • Maintain high standards of product knowledge and adhere to protocols to ensure the customers receive accurate and consistent information
  • Assist in championing the need for continuous improvement
  • Contribute to Contact Centre business and operational planning process
  • Understand own key performance indicators and track others within the organization when necessary to deliver legendary customer service

Education

High School Diploma -

Morris Isaacson High School
04.2001 - 04.2005

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Monyetla leadership Programme

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Capitecbank/ Cornerstone

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Agile Banking Professional Programme Level 5 - Banking And Financial Support Services

Cornerstone
Johannesburg, South Africa
04.2001 -

Skills

Fraud investigation

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Other Qualifications

Ipelegeng Youth Leadership Development Programme, One year, Integrated leadership

Industry Knowledge

  • Banking sector
  • Risk management
  • Finance and regulation
  • Financial crimes
  • Fraud
  • Money Laundering
  • FICA
  • Risk and gap identification
  • Data Capturing and recording

Home Tel

011 934 7765

Health

Excellent

Personal Information

  • ID Number: 880131 0669 083
  • Gender: Female
  • Nationality: South Africa

Criminal Offence

None

References

  • Miss Natasha (Aegis), Human Resource Manager, 011 525 3031
  • Mr Lucky Mashego (Virgin Mobile UK), Team Manager, 076 505 6997
  • Mr Martin Chetty (Virgin Mobile UK), Team Manager, 084 533 1093
  • Mr Bernard Engall, Team Leader (British Gas), 083 454 1388
  • Mr Titus Lewela, Team Leader (AIG Verifications), 061 428 8277 / 072 790 7151
  • Mr Tshepo Lekala, Team Leader (Capitec Bank), 081 414 0461 / 0860 888 838 (Capitec Bank HR)
  • Ms Mbali Ngwenya, Team leader (Capitec bank), 081 796 2085 / 0860 888 838 (Capitec Bank HR)
  • Nthabiseng Phokontsi, Team leader (Capitec bank Fraud), 072 896 8475

Timeline

Fraud Reporting Agent

Capitec Bank
03.2022 - Current

Service Admin Agent

Capitec Bank
02.2016 - 08.2017

Client care Agent

Capitec Bank
02.2015 - 07.2017

Sales Verification Agent

Aegis Pty Ltd (AIG)
08.2014 - 02.2015

Customer Service Representative

Aegis Pty Ltd (British Gas)
01.2013 - 07.2014

Customer Service Representative

Aegis Pty LTD (Virgin Mobile Campaign)
01.2011 - 01.2013

High School Diploma -

Morris Isaacson High School
04.2001 - 04.2005

Agile Banking Professional Programme Level 5 - Banking And Financial Support Services

Cornerstone
04.2001 -

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Monyetla leadership Programme

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Capitecbank/ Cornerstone

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Khanyisile NdabaFraud Reporting Agent