Masetshwana Selina Ramotsoela
African Bank
Soweto
14
years of professional experience
A driven results orientated Individual with the ability to weigh up situations and take appropriate actions, with 9 years of work experience and currently working for a bank as Senior Branch consultant/Assistant Branch Supervisor. Possess a National Diploma in Marketing, Advance Diploma in Financial Management, National Certificate in Financial Markets and Instruments and an End User Computing Certificate, Looking for new challenges in a progressive organization where all my acquired skills and experience will be extensively used towards achieving company objectives.
Work History
Branch Senior Consultant
8 Years 2 Months- Deliver customer service at first point of contact
- Meet, exceed and effectively execute on all Sales & Customer targets as set by the Bank
- To analyze, assess documents for credit life and funeral claims and send them for further processing to relevant department.
- Capturing customer information on the system.
- Fraud prevention: Identify potential fraudulent transactions and report these and other suspicious transactions/ suspicious documents.
- Monitor paperless spreadsheet to ensure claims are captured within stipulated timeframe and make follow up on behalf of the customer via emails.
- Cross selling of funeral policies on new customers.
- Establish, develop and maintain business relationships with existing and prospective customers to generate new business.
- Capture customer data: Update demographics such as address changes, name changes and standing order instructions based on information supplied by customer
- Conduct a professional financial needs analysis to make a needs based analysis that may lead to a sale
- Maintain and ensure favorable NPS score by promoting quality service at all times.
- Adhere to Supervision requirements set out by Line
- Interacting with Customers
- Resolving Conflict
- Client Value Proposition
- Risk Identification
- Insurance Principles
- Insurance Products and Services
- Investment and Bank Account Services
- Consumer Banking
- Manager for all financial products
Direct Sales Agent
10 Months- As a call center agent my responsibilities were to make outgoing calls and receive incoming calls relating to financial products
- Maintain excellent telephone and ensure customer is treated fairly
- Answer questions and inquiries, provide information and handle complaints regarding the organization's products or services
- Feedback to customer and provide an alternative solution if unable to resolve the query
- Provide daily stats and feedback on positive sales, meet daily/ monthly stats
- Cross selling African Bank products
- Outbound calls on Personal loans/credit cards application
- Resolve customer queries effectively or alternatively, escalate unresolved queries for resolution.
- Applied correct hold and transfer procedures, consistently keeping call times within time-frame target.
- Increased customer satisfaction by offering friendly, helpful and informative customer service.
- Customer Experience: To provide service excellence and achieve customer satisfaction
- Data entry and maintenance of customer/potential customer data bases
- Deliver prepared sales scripts to persuade potential customers to purchase a product or service
- Proactively make self-initiated contact with customers in order to deliver against the required sales targets
- Enter customer information
- Excellent communication skills, verbal and written;
- Follow up customer calls where necessary
- Handle and resolve customer complaints
- Identify and escalate priority issues
- Maintain records of telephonic interactions
- Obtain customer information from referrals
- Obtain possible customer leads
- Provide customers with product and service information
- Respond to customer inquiries
- Followed up customer calls with further information or instructions when necessary.
Inbound Call Center Agent/Admin
1 Year 2 Months- Answered a high volume of calls within the funeral call centre.
- Provide excellent service at all times and always make follow up on calls.
- Facilitated payment arrangements, provided product knowledge, and explained policy terms and conditions to clients.
- Resolved client complaints daily by identifying issues and implementing effective solutions.
- Deal with payment arrangement and provide clients with product knowledge and explain the terms and conditions of policies
- Send funeral policy documents to existing clients and assist clients with claim procedure
- Delivered excellent service consistently and followed up on client calls to ensure satisfaction.
Customer Care/Admin Clerk
1 Year 9 Months- Managed daily communication by answering a high volume of calls.
- Managed client communications by answering calls and responding to emails effectively.
- Resolved customer complaints daily by transferring calls to relevant departments.
- Assessed customer needs through clear communication, anticipating and responding appropriately to queries.
- Verification of data, logging calls and capturing data
- Communicated with potential students via email to collect outstanding fees and provide support.
Education
Short Programme - Commercial Forensic Accounting
Postgraduate Diploma - Management
Level 8
Advanced Diploma - Financial Management
Level 7
National Certificate - Financial Market and Instruments
Level 6
RE 05 Certificate
National Diploma - Marketing Management
Level 6
GRADE 12 - Class Of Business - Long Term Insurance
Moonstone
Skills
Exceeds customer expectations
Examining Information
Exploring Possibilities
Interacting with Customers
Resolving Conflict
Client Value Proposition
Risk Identification
Insurance Principles
Timeline
Branch Senior Consultant
African Bank
06.2018 - CurrentRead More
Direct Sales Agent
African Bank
08.2017 - 06.2018Read More
Inbound Call Center Agent/Admin
MHA Management Holdings
06.2015 - 08.2016Read More
Customer Care/Admin Clerk
South West Gauteng College
09.2012 - 06.2014Read More
Letsibogo Girls High School
GRADE 12 from Class Of Business - Long Term Insurance
Read More
South West Gauteng College (FET)
National Diploma from Marketing Management
Read More
Moonstone
RE 05 Certificate
Read More
BANKSETA( Future Banker)
National Certificate from Financial Market and Instruments
Read More
Regent Business School
Advanced Diploma from Financial Management
Read More
Regent Business School
Postgraduate Diploma from Management
Read More
North-West University
Short Programme from Commercial Forensic Accounting
Read More