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
undefinedTimeline
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
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