Mahlatse Malebana
Universal Banker
Johannesburg,gauteng
Summary
Hardworking and passionate job seeker with strong organizational skills eager to secure Universal banker position. Ready to help team achieve company goals.
Overview
7
7
years of professional experience
3
3
years of post-secondary education
5
5
Languages
Work History
Universal Banker
Standard Bank
Johannesburg
12.2022 - 03.2023
- Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products, and services.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Trained and mentored junior banking staff to maximize performance, efficiency, and compliance.
- Adhered to established security procedures and reported potential fraud or safety violations to management for immediate recourse.
- Adhered to established security procedures and reported potential fraud or safety violations to management for immediate recourse
- Evaluated client financial positions and identified most appropriate banking products
- Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products, and services
- Displayed knowledge and proficiency in explaining, selling and administering products and referred customers to appropriate resources for enhanced services
- Developed and implemented strategies to reduce risk and increase profitability
- Collaborated with other departments to confirm compliance with banking procedures and regulations
- Investigated customer inquiries and resolved discrepancies in helpful and timely manner
- Educated customers on features and benefits of banking products and services
- Developed and maintained strong customer relationships, providing exceptional service and advice
- Provided advice on different bank products and financial options
Contact Center Agent
Standard Bank Group
Johannesburg
10.2015 - 11.2021
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Educated customers on company systems, form completion, and access to services.
- Promoted available products and services to customers during service, account management, and order calls.
- Assisted customers by answering questions and responding to inquiries.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
- Recommended products to customers, thoroughly explaining details.
- Responded to customer requests for products, services, and company information.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies.
- Educated customers on company systems, form completion, and access to services
- Promoted available products and services to customers during service, account management, and order calls
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Adhered to company policies and scripts to consistently achieve call-time and quality standards
- Addressed escalated customer service issues sent from sales and service teams to save customer relationships
- Assisted customers by answering questions and responding to inquiries
- Recommended products to customers, thoroughly explaining details
- Responded to customer requests for products, services, and company information
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Responded to customer calls and emails to answer questions about products and services
- Sought out extra training opportunities to enhance customer relationship management abilities
- Maintained and managed customer files and databases
- Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas
- Addressed customer account discrepancies and concerns
- Resolved concerns with products or services to help with retention and drive sales
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions
Education
Bachelor of Arts - Communication Studies
University of Limpopo
Limpopo, South Africa 01.2010 - 12.2012
Skills
Consumer banking
Revenue Generation
Account servicing
Security Protocols
Strong customer service
Customer service
Communication
Relationship building
Educating clients
Reviewing documents
Developing customer relationships
Money transfers
Customer Relationship Management
Cross-selling expertise
Meeting sales goals
Self-motivated nature
Timeline
Universal Banker
Standard Bank
12.2022 - 03.2023
Contact Center Agent
Standard Bank Group
10.2015 - 11.2021
Bachelor of Arts - Communication Studies
University of Limpopo
01.2010 - 12.2012