Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
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Lucinda Fortuin

Lucinda Fortuin

Client Service Consultant
Bloemfontein

Summary

I have extensive experience as a Dynamic Client Service Consultant at Nedbank Ltd and possess a proven track record in sales and customer support.


Skilled in CRM software and fostering strong client relationships, I have consistently exceeded productivity benchmarks while enhancing customer satisfaction through empathetic service and effective problem resolution. Bilingual in Afrikaans and English, I thrive in fast-paced environments.


Knowledgeable and dedicated customer service professional with extensive experience in banking industry, almost 18years experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients.


Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization.


Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.


I would be happy to provide any additional information or discuss my experience further at your convenience.

Overview

18
18
years of professional experience

Work History

Client Service Consultant

Nedbank Ltd.
02.2015 - 04.2024
  • Responded to customer concerns with friendly, knowledgeable service, and resolved issues quickly to deliver prompt service.
  • Monitored client accounts to proactively identify issues and provide prompt resolution.
  • Collaborated with cross-functional teams to address client needs effectively and efficiently.
  • Achieved or exceeded sales and productivity benchmarks on consistent basis.
  • Address any concerns relating to the queue flow or digital devices.
  • Assist client to download online applications and resolve any log in issues.
  • Assist the client to buy value-added services (e.g. pre-paid data and airtime) online or through a self-service device.
  • Assist the client to obtain statements, cards and other relevant documentation from self-service zones.
  • Build and maintain client relationships by keeping clients informed of progress or action taken regarding their applications, queries and requests.
  • Discover client's service and digital needs through connecting, understanding and delivering financial solutions with care.
  • Educate clients and potential clients on how to subscribe and service their account.
  • Educate clients on self-service, digital functionality and features.
  • Facilitate a conversation with the client to assist them to complete their service needs online.
  • Identify quality sales leads and enable cross-selling (without advising) through client engagement, fulfilling, making suggestions, referring to the relevant department for action and by capturing it on the client management system.
  • Meet, greet, establish and clarify client needs and verify documentation and direct clients.
  • Nurture strong, long-standing client relationships.
  • Own the client request end to end and route for alternative intervention if not equipped to service the client.
  • Provide knowledgeable client service that fosters mutual trust
  • Updated accounts, documents and reports with efficiency and accuracy.
  • Streamlined communication between clients and internal teams, resulting in improved project completion rates.
  • Enhanced client satisfaction by providing timely and accurate support for inquiries and concerns.
  • Maintained detailed records of client interactions in CRM system, enabling efficient follow-up and ongoing relationship management.
  • Referred customers to correct representatives after answering questions.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

Client Service Coordinator

Nedbank Ltd. Wellington Cbd
08.2009 - 02.2015
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Created customer support strategies to increase customer retention.
  • Maintained accurate record-keeping with proactive attention to client information updates.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Managed receptionist area by greeting visitors, responding to telephone, and email inquiries and providing information for in-person requests.
  • Monitored key performance indicators to assess areas for improvement and ensure consistent delivery of outstanding service levels.
  • Participated in cross-functional teams to develop strategies for enhancing overall customer experience.
  • Liaised between internal departments to expedite resolution of complex cases requiring input from multiple stakeholders.
  • Acted as an advocate for both the company''s interests as well as those of clients, ensuring that all parties'' needs were met in a mutually beneficial manner.
  • Educated clients about available resources, tools, and support options designed to help them maximize their benefits from our services.
  • Managed multiple client accounts simultaneously, prioritizing tasks effectively to meet deadlines without compromising quality.
  • Adapted quickly to changes in company policies and procedures, ensuring continued adherence to best practices and compliance requirements.
  • Maintained detailed records of client interactions, enabling better tracking of account history and facilitating continuity among team members handling the same accounts.

Personal Loans Consultant

Nedbank Paarl Cbd
07.2006 - 08.2009
  • Assisted clients in finding the best financial solutions for their needs through thorough assessment and analysis.
  • Managed a diverse portfolio of personal loans, ensuring timely payments and minimal delinquencies.
  • Developed customized repayment plans based on individual client circumstances, maximizing success rates in meeting payment schedules.
  • Presented at various community events to educate potential borrowers about personal loan options and services available through our organization.
  • Streamlined the loan application process, resulting in faster approvals and disbursements for customers.
  • Educated customers on credit management strategies, helping them improve their credit scores over time.
  • Coordinated closely with other departments such as sales or marketing to develop targeted campaigns promoting personal loans products effectively among potential borrowers.
  • Ensured compliance with lending regulations by meticulously reviewing applications for accuracy and completeness.
  • Built strong relationships with clients, fostering trust and loyalty to ensure repeat business.
  • Improved customer loan application experience by providing personalized consultations and guidance.
  • Successfully resolved customer disputes related to interest rates or payment terms, maintaining high levels of client satisfaction despite challenging situations.
  • Mentored junior Personal Loan Consultants, sharing expertise on best practices in customer service and loan processing.
  • Processed loan applications and monitored progress from start to finish.

Education

- Human Resources Management NQF5

Boland College Paarl
Paarl
04.2001 - 01.2000

Skills

Strong empathy

Sales experience

Fluent in Afrikaans and English

Documentation requirements

Sales background

Product and service sales

Customer support

Follow-up skills

Client relations

CRM software

Customer service

Self motivation

Additional Information

References:

Leona Barlow - Nedbank Loch Logan Branch manager

cell: +27829718808

e: lochloganbm@nedbank.co.za


Irene Rakotoane - Team Leader Loch Logan branch

cell: +27824396947

e: irener@nedbank.co.za

Timeline

Client Service Consultant

Nedbank Ltd.
02.2015 - 04.2024

Client Service Coordinator

Nedbank Ltd. Wellington Cbd
08.2009 - 02.2015

Personal Loans Consultant

Nedbank Paarl Cbd
07.2006 - 08.2009

- Human Resources Management NQF5

Boland College Paarl
04.2001 - 01.2000

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Lucinda FortuinClient Service Consultant