Lindiwe Mokoena
Boksburg,GP
Summary
Accomplished at Nedbank Sandton, I leveraged my expertise in data confidentiality and team leadership to drive operational improvements and enhance client satisfaction. By implementing strategic planning and quality orientation, I significantly contributed to process enhancements and risk minimization, showcasing a strong problem-solving ability and a commitment to excellence.
Overview
11
11
years of professional experience
Work History
Recon Administrator
Nedbank Sandton
01.2023 - Current
- Handle sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
- Ensure there is enough credit on the recon by implementing the quality template that helped increase awareness on our work and provided improvements while minimizing risk.
- Investigate different accounts to determine if there is a payout due to the client/dealer/debt counselors and estate accounts before any payments can be processed.
- Organize workflow and delegate tasks effectively to ensure timely project completion without compromising quality.
- Generate reports detailing findings and recommendations.
- Ensure information is provided correctly to stakeholders by maintaining knowledge sharing knowledge with team.
- Liaison with both internal and external clients to ensure resolution of client’s queries.
- Compare bank statement against batch remits to ensure the accurate allocation of payments/premiums to correct clients.
- Ensure client satisfaction by understanding and meeting their required needs.
- Drive operational improvement by identifying and implementing appropriate solutions.
Restructure Administrator
Nedbank
12.2016 - 12.2022
- Conduct assessments to get to a required outcome which could be either an approval or a decline (CSI).
- Restructure credit agreements to commence if approval is obtained, in line with policies and procedures (Rate change, Advance adjustments and Term adjustments).
- Ensure that credit assessments are completed in line with bank policy to mitigate and manage the financial loss within the prescribed timeframes e.g. 48 hours.
- Understand and embrace the Nedbank Vision and Values by demonstrating the values through interaction with team and stakeholders.
- Ensure knowledge management, continuity, and team success through constructive participation in a diverse team and sharing knowledge with team.
- Identify opportunities to improve or enhance processes by identifying and recommending improvements to tools, policies, and procedures to add value to Nedbank.
- Keep abreast of legislation and other industry changes that impacts on role by reading the relevant newsletters, websites and attending sessions.
Client Service Administrator
Nedbank Sandton
09.2015 - 11.2016
- Enhanced client satisfaction by promptly addressing inquiries and resolving issues.
- Provided financial administrative support by processing invoices, expense reports, and managing budgets related to client services activities.
- Uphold confidentiality of sensitive information as per POPI Act.
- Adhered to the work schedule that we were provided with, as it helped with adherence and delivering excellent client service.
- Reduced response times by creating an organized system for prioritizing incoming requests from clients based on urgency level.
- Kept management informed about potential risks or concerns regarding specific client situations.
- Maintained up-to-date knowledge of product and service changes.
Service Centre Agent
Nedbank Sandton
09.2013 - 08.2015
- Streamlined workflow processes by identifying inefficiencies within the service center agent role, leading to improved productivity levels across the team.
- Enhanced customer satisfaction by providing timely and accurate information on services, products, and policies.
- Developed strong relationships with clients through professional communication, leading to increased trust and loyalty among customers.
- Supported new hires during onboarding process by offering guidance, mentorship, and encouragement as they acclimated into their roles at the service center.
- Collaborated with management on various initiatives aimed at improving the overall service center performance and agent satisfaction levels.
- Utilized extensive product knowledge to upsell additional services or add-ons when appropriate, contributing to revenue growth goals.
- Demonstrated flexibility in adapting to different customer personalities and preferences while maintaining consistent professionalism throughout interactions.
- Consistently maintained high-performance ratings within the service center, reflecting a strong commitment to excellence in serving customers and achieving company objectives.
Education
Applied Technology - IT
Brigham Young University–Idaho
Rexburg, Idaho, U.S.A12.2026
Certificate -
Brigham Young Univeristy -Pathway Worldwide
Rexburg, Idaho, U.S.A12.2022
High School Diploma -
Tembisa High School
Gauteng, South Africa12.2005
Skills
- Team Building and Leadership
- Data Confidentiality
- Attention to Detail
- Quality Orientation
- Problem solving
- Decision Making
- Technical Support
- Deadline Adherence
- Strategic Planning
Timeline
Recon Administrator
Nedbank Sandton
01.2023 - Current
Restructure Administrator
Nedbank
12.2016 - 12.2022
Client Service Administrator
Nedbank Sandton
09.2015 - 11.2016
Service Centre Agent
Nedbank Sandton
09.2013 - 08.2015
Applied Technology - IT
Brigham Young University–Idaho
Certificate -
Brigham Young Univeristy -Pathway Worldwide
High School Diploma -
Tembisa High School
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