Effective Customer Relations
Mbali Nkosi
Morningside
Summary
Professional with high standards and strong background in financial services. Proven ability to build and maintain client relationships, manage portfolios, and deliver exceptional financial solutions. Prioritizes team collaboration and adapts to changing needs to achieve results. Possesses expertise in wealth management, risk assessment, and personalized financial planning with client-focused approach.
Developed strong analytical and client relationship management skills in high-paced financial environment. Effective in financial analysis and strategic planning. Seeking to leverage these skills in new field, aiming to drive impactful results and client satisfaction.
Overview
11
11
years of professional experience
4049
4049
years of post-secondary education
Work History
PRIVATE BANKER ANALYST
RMB Private Bank
09.2022 - Current
- Company Overview: RMB Private Bank
- Exercise responsible stewardship of work-related resources to contribute to cost containment
- Attain anticipated financial targets while maintaining associated service levels
- Provide advice of exceptional quality that surpasses customer expectations through proactive, innovative, and fitting solutions
- Cultivate a culture of service excellence, fostering positive relationships, and facilitating opportunities for feedback and outstanding service
- Deliver sound services and recommendations grounded in customer and client needs, current information, and prevailing trends
- Develop and oversee key stakeholder relationships to facilitate the achievement of operational objectives.
- Successfully managed a diverse client portfolio that included entrepreneurs, professionals, and high-net-worth families.
- Built strong referral networks with external partners such as attorneys or accountants to bring in new business opportunities.
- Increased loan portfolio size by underwriting credit requests in a timely manner, ensuring adherence to bank guidelines and policies.
SUPPORT BANKER
FNB CHANNEL ISLANDS (OFFSHORE)
09.2021 - 09.2022
- Maintained strict compliance with all banking regulations, ensuring a secure and trustworthy environment for clients.
- Investigated customer inquiries and resolved discrepancies in helpful and timely manner.
- Developed and maintained strong customer relationships, providing exceptional service and advice.
- Educated customers on features and benefits of banking products and services.
- Understand and proactively engage to optimize client benefits, fees, returns, and related aspects
- Report on transactional and process activities within established guidelines to provide timely information for decision-making
- Ensure compliance with relevant statutory, legislative, policy, and governance requirements
- Address customer needs to meet or exceed customer expectations
- Ensure growth and expansion of the customer base by managing existing clients, generating new leads, and growing the active customer account base
- Retain clients and prevent them from taking their business elsewhere by providing exceptional service
- Achieve expected financial targets and uphold associated service levels
SUPPORT BANKER
FIRST NATIONAL BANK
11.2020 - 08.2021
- Understand and proactively engage to optimize client benefits, fees, returns, and related aspects
- Report on transactional and process activities within established guidelines to provide timely information for decision-making
- Ensure compliance with relevant statutory, legislative, policy, and governance requirements
- Address customer needs to meet or exceed customer expectations
- Ensure growth and expansion of the customer base by managing existing clients, generating new leads, and growing the active customer account base
- Retain clients and prevent them from taking their business elsewhere by providing exceptional service
- Achieve expected financial targets and uphold associated service levels
- Maintained strict compliance with all banking regulations, ensuring a secure and trustworthy environment for clients.
- Investigated customer inquiries and resolved discrepancies in helpful and timely manner.
ONLINE BANKING ENTERPRISE AGENT
FIRST NATIONAL BANK
12.2018 - 11.2020
- Delivered exceptional service that consistently exceeded customer expectations to commercial clients.
- Recognized with an award for exceptional performance within the first month in the role.
- Strived to efficiently resolve all customer queries within agreed-upon timelines
- Maintained expert knowledge of specific products through continuous product training to drive and achieve relevant product and service targets
- Ensured that all communications with clients were efficient and effective
- Informed clients of policies and procedures.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
MULTI-SKILLED SALES & SERVICE CONSULTANT
FIRST NATIONAL BANK
02.2017 - 11.2018
- Conducted comprehensive needs assessments to identify areas for service improvement and tailored solutions accordingly.
- Consistently met or exceeded monthly sales goals by identifying upselling opportunities during client interactions.
- Served as a key point of contact for clients, providing expert guidance on products and services while maintaining excellent communication throughout all stages of the process.
- Proficient in cheque and cash processing, including withdrawals and deposits
- Conducted daily ATM balancing with a focus on speed and achieving 100% accuracy
- Demonstrated the ability to handle cash quickly and accurately
- Delivered friendly and professional customer service, offering knowledge during account openings and cross-selling banking products
- Identified and fulfilled customer needs by understanding and providing appropriate services and products
- Recognized and awarded consistently by branch managers and teammates for receiving referrals from satisfied customers
- Worked towards achieving excellent customer satisfaction, fostering personal connections with regular clients on a first-name basis
- Analyzed customer feedback data to identify trends and implement targeted improvements, leading to consistently high satisfaction scores.
- Played an instrumental role in driving organizational growth by securing high-value accounts through strategic networking efforts.
- Discussed options with clients and determined appropriate plans.
Finance Administrator
Huawei Technologies
04.2016 - 03.2017
- Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
- Supported month-end close processes, ensuring accurate and timely submission of financial statements to stakeholders.
- Maintained strict compliance with regulatory requirements, reducing potential risks associated with non-compliance penalties or fines.
- Ensured timely payment of vendor invoices, maintaining strong relationships with suppliers and partners.
- Reconciled accounts and investigated variances.
- Prepared and posted receipts and deposits to facilitate standard bookkeeping.
- Improved internal controls by conducting regular reviews of finance policies and procedures, minimizing the risk of fraud or errors.
Sales & Service Consultant
FIRST NATIONAL BANK
11.2014 - 03.2016
- Consistently exceeded sales targets by implementing effective selling techniques and product knowledge.
- Continually sought ways of improving upon personal skillsets and industry knowledge to better serve clients, resulting in a stronger overall performance as a Sales Service Consultant.
- Streamlined internal processes for better efficiency in handling customer inquiries and order fulfillment.
- Delivered comprehensive product presentations to prospective clients, effectively showcasing the value of our services.
- Developed long-lasting relationships with clients by offering tailored solutions to their business challenges.
- Improved customer satisfaction ratings by resolving issues in a timely and professional manner.
- Negotiated favorable contract terms for customers, ensuring their satisfaction while maintaining company profitability.
Tele Canvasser
Itec Central
05.2014 - 08.2014
- Met and exceeded daily and weekly sales targets to contribute to overall business success.
- Built relationships with customers to support ongoing sales and customer retention initiatives.
- Conducted regular surveys and canvassing activities to identify potential customers for products and services.
- Responded to customer questions and objections to address concerns and build rapport.
- Streamlined canvassing operations by developing more efficient route planning system.
Education
Post Graduate Diploma - Public & Development Management
University of The Witwatersrand
Johannesburg, South AfricaExecutive Leadership Program - Business Management
Duke Corporate Education
Johannesburg, South Africa01-2022
Regulatory Exam - RE5 - undefined
Moonstone
Bachelor of Commerce - undefined
University of Zululand
Skills
Record Management
Financial Transaction Handling
Effective Cross-Selling of Banking Solutions
Effective communication
Results-Driven Approach
Effective Problem Resolution
Regulatory Compliance
Stakeholder Engagement
Analytical Problem Solving
Proficient in Service Delivery
Strong Interpersonal Skills
Feedback facilitation
Financial target achievement
Informed Decision-Making
Client optimization
Report generation
Strategic Growth Initiatives
Lead generation
Team collaboration
Time management
Recognized Performance Excellence
Personal Information
- Relocation: Open
- Date of Birth: 02/09/91
- Gender: Female
- Driving License: Code 10
Affiliations
- International Women's Forum South African (IWFSA) - A woman-led organization dedicated to advancing gender equality and leadership excellence. It focuses on developing the next women leaders through mentorship, networking, and capacity-building initiatives. By connecting influential women across sectors, IWFSA fosters collaboration, empowers emerging leaders and drives impactful change in South Africa's corporate, public and social spheres.
Timeline
PRIVATE BANKER ANALYST
RMB Private Bank
09.2022 - Current
SUPPORT BANKER
FNB CHANNEL ISLANDS (OFFSHORE)
09.2021 - 09.2022
SUPPORT BANKER
FIRST NATIONAL BANK
11.2020 - 08.2021
ONLINE BANKING ENTERPRISE AGENT
FIRST NATIONAL BANK
12.2018 - 11.2020
MULTI-SKILLED SALES & SERVICE CONSULTANT
FIRST NATIONAL BANK
02.2017 - 11.2018
Finance Administrator
Huawei Technologies
04.2016 - 03.2017
Sales & Service Consultant
FIRST NATIONAL BANK
11.2014 - 03.2016
Tele Canvasser
Itec Central
05.2014 - 08.2014
Regulatory Exam - RE5 - undefined
Moonstone
Bachelor of Commerce - undefined
University of Zululand
Post Graduate Diploma - Public & Development Management
University of The Witwatersrand
Executive Leadership Program - Business Management
Duke Corporate Education
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