MOCLAREN MOTHETHI MOREMA
Branch Delivery Sales And Service Team Leader
Johannesburg
Summary
Highly motivated and ambitious finance professional with over 9 years of banking experience. Possessing extensive expertise in financial modeling and reporting. Eager to leverage skills and knowledge in a finance role, utilizing industry-leading tools and systems for accurate data analysis and informed decision-making. Strong passion for excellence and commitment to continuous learning. Aiming to excel in the field, bringing a fresh perspective, intellectual curiosity, and unwavering dedication to achieving exceptional results. Dedicated to delivering high-quality services with professionalism, integrity, and expertise. Excited to contribute skills and expertise to a dynamic organization, driving business growth and success while further developing professional capabilities.
Overview
12
12
years of professional experience
4
4
Languages
Work History
Branch Delivery Sales and Service Team Leader
First National Bank
08.2024 - Current
- To manage and support the sales and service team ensuring that they reach targets whilst adhering to compliance processes and procedures and providing exceptional customer service:
- Provide operational support related to activities and initiatives that contribute to the overall growth and profitability of an area of work
- Drive sales across product and campaign initiatives to exceed set targets
- Deliver customer experience excellence aligned to Organisational values and service standards
- Build professional long-term relationships with customers based on trust that builds the brand
- Collect and interrogate information and feedback to ensure full understanding of customer needs to deliver a quality service
- Deliver service that exceeds customer expectations through proactive, innovative and appropriate solution selection and application
- Provide customers with relevant information to keep them informed of products and service options
- Ensure full understanding of customer needs to deliver a quality service
- Ensure customer service solutions are aligned to the business operational plan; Organisational values and service standards
- Communicate how customer service solution will be implemented and secure buy-in
- Ensure product knowledge and advice is technically accurate and provide customers with relevant information to keep them informed of products and service options
- Ensure resolution of customer queries and complaints timeously and ownership of issues
- Analyse customer feedback to help improve customer service Propose ideas to improve customer service
- Build relationships that allow for the managing of expectations; the sharing of knowledge and diverse insights; and the creation of buy-in
- Engage in cross-functional relationships to obtain and to provide work support
- Engage with customers to understand their unique requirements, drive value optimisation and advise best options for product integration and wealth management manage the growth…
- Drove team revenue totals by bringing in top sales numbers.
- Developed comprehensive strategies tailored toward penetrating untapped markets while maintaining strong existing client relationships.
- Optimized daily workflows to drive increased productivity among team members.
- Established a culture of accountability within the team that resulted in increased ownership over individual tasks and collective objectives alike.
Business Banking Advisor
First National Bank
07.2022 - 03.2023
- Maintenance of expert knowledge on specific products, pricing, application procedure, processing and timelines in order to drive and achieve relevant sales.
- Maximize Business Portfolio cross sell opportunities and strengthen client relationships.
- Contact prospective clients and sell appropriate banking products in order to achieve sales targets.
- Provision of an efficient administration service through careful and timeous planning, reporting and updating of all related information.
- Maintain and develop efficient relationship with business development team and promote banking business.
- Establish customer requirements and recommend appropriate loan products and initiate approvals.
- Analyze customer portfolio for customers and maintain optimal customer relationships for new business acquisition.
- Monitor all queries for present customers and assist in resolving all issues for new requirements.
- Ensure compliance to all standards and policies and ensure secure transactions for customers.
External Sales and Service Consultant OBR D
First National Bank
12.2021 - 06.2022
- Connect with customers by living up to FNB brand promise of 'how can we help you?' at all times. Treating customers as I would like to be treated.
- Converse with customers in a way that they fully understand and provide helpful solutions and products based on their needs.
- Conduct myself in an ethical manner at all times.
- Taking ownership in solving customers problems or queries as efficiently and quickly as possible.
- Adhering to the TCF (Treating Customers Fairly) principles in all that I do.
- Meet and exceed monthly sales target.
- Maximize cross-sell opportunities identified aligned to customer's needs-based customer needs analysis.
- Optimize every customer interaction to migrate or convert customer to eChannels and encourage use of digital and self-service channels.
- Always comply with procedures and process contained in the relevant business guidelines.
- Fulfilling transactions above the benchmark set and provide an exceptional customer experience.
- Contribute to the overall effectiveness and success of the team.
- Maintain an ability to adapt to ever changing business and customer needs.
Branch Consultant Fais E
First National Bank
01.2014 - 11.2021
- Leads identified converted into successful sales.
- Ensure activities support cost containment and reduction.
- Educate customers on correct eChannels to maximize channel optimization opportunities identified aligned to customer needs.
- Takes accountability for own performance, personal and career development.
- Maintain an ability to adapt to ever changing business and customer needs.
- Contribute to the overall effectiveness and success of the team.
- Improve knowledge and competencies by completing training as per eCareers.
- Adhering to the TCF (Treating Customers Fairly) principles in all that I do.
- Meet and exceed monthly sales target.
- Maximize cross-sell opportunities identified aligned to customer's needs-based customer needs analysis.
- Optimize every customer interaction to migrate or convert customer to eChannels and encourage use of digital and self-service channels.
- Always comply with procedures and process contained in the relevant business guidelines.
- Fulfilling transactions above the benchmark set and provide an exceptional customer experience.
- Contribute to the overall effectiveness and success of the team.
- Maintain an ability to adapt to ever changing business and customer needs.
Cash Migration Official
First National Bank
08.2016 - 08.2017
- Connect with customers by living up to FNB brand promise of 'how can we help you?' at all times. Treating customers as I would like to be treated.
- Converse with customers in a way that they fully understand and provide helpful solutions and products based on their needs.
- Conduct myself in an ethical manner at all times.
- Taking ownership in solving customers problems or queries as efficiently and quickly as possible.
- Adhering to the TCF (Treating Customers Fairly) principles in all that I do.
- Custodian of the Self-Service image of the branch. This includes the maintaining of this image throughout the day.
- Keep up to date with daily changes in technical specification and pricing of devices.
- Ensure all self-service devices are fully functional 24/7.
- Provide after hour support for self-service devices for the devices.
- Forecasting, managing and monitoring cash holdings in self-service devices.
Store Associate
Mr. Price Group
07.2013 - 12.2013
- Receive payment by cash, credit cards, vouchers or automatics.
- Issue receipts, refunds, credits or change due to customers.
- Count money in cash drawers at the beginning of the shifts to find that amounts are correct and that there is adequate change.
- Answer customer's questions and provide information on procedures or policies.
- Cash checks for customers. Calculate total payments received during a time period and reconcile this with total sales.
- Compute and record totals of transactions.
Education
Grade 12 (Matric) - Sepedi HL, English FAL, Life Orientation, Mathematics, Accounting, Business Studies & Economics
Khudu Senior Secondary School
Tzaneen 01.2010 - 12 2010
National Diploma in Financial Management - Financial Accounting, Management Communication, Entrepreneurship and Business Management, Computerized Financial Systems, Cost and Management Accounting
Central Johannesburg College
Johannesburg 01.2011 - 12 2015
Higher Certificate in Business Management - Fundamentals of Business Management, Human Resource Management, Introduction to Business Management, Financial Management, Marketing Management, Information and Communication Technology
Regenesys Business School
Sandton 06.2014 - 6 2015
Bachelor of Commerce in Financial Management - Financial Management, Business Mathematics, Economics, Business Law, Commercial Law, Information Systems, Taxation, Cost Accounting, Entrepreneurship and Portfolio Management, Risk Management, Investment and Portfolio Management, Operations Management in Supply Chain, Corporate Finance
Management College of Southern Africa (MANCOSA)
Johannesburg 01.2018 - 12 2020
Skills
Leadership
Computer Skills
Effective Time Management
Communication Skills
Microsoft Office
Customer Service
Cost Management
Planning
Timelines
Retail Sales
Cost Containment
Management
Financial Management
Client Services
Sales
Accountability
Accomplishments
- Certificate of Academic Performance, 2008
- Certificate of Basic Stock take, 2012
- Top 5 in FNB For MS2U Nationally (Service recognition), 2015
- Top 5 in The Cell for Big3 Campaign and Top 10 Nationally, 2015
- 5 Customer Champion Certificates and 1 Champion Shoes, 2018-2019
- Top Performers Recognition Lunch with FNB CEO, 2018-2019
- Top Cross-Seller, 2020
- Highest Compliments (High Priority), 2020
- Customer Champion (Takkies), 2020
- Brand Ambassador, 2021
Details
Johannesburg, South Africa, +27813489565, moclaren@gmail.com
Timeline
Branch Delivery Sales and Service Team Leader
First National Bank
08.2024 - Current
Business Banking Advisor
First National Bank
07.2022 - 03.2023
External Sales and Service Consultant OBR D
First National Bank
12.2021 - 06.2022
Bachelor of Commerce in Financial Management - Financial Management, Business Mathematics, Economics, Business Law, Commercial Law, Information Systems, Taxation, Cost Accounting, Entrepreneurship and Portfolio Management, Risk Management, Investment and Portfolio Management, Operations Management in Supply Chain, Corporate Finance
Management College of Southern Africa (MANCOSA)
01.2018 - 12 2020
Cash Migration Official
First National Bank
08.2016 - 08.2017
Higher Certificate in Business Management - Fundamentals of Business Management, Human Resource Management, Introduction to Business Management, Financial Management, Marketing Management, Information and Communication Technology
Regenesys Business School
06.2014 - 6 2015
Branch Consultant Fais E
First National Bank
01.2014 - 11.2021
Store Associate
Mr. Price Group
07.2013 - 12.2013
National Diploma in Financial Management - Financial Accounting, Management Communication, Entrepreneurship and Business Management, Computerized Financial Systems, Cost and Management Accounting
Central Johannesburg College
01.2011 - 12 2015
Grade 12 (Matric) - Sepedi HL, English FAL, Life Orientation, Mathematics, Accounting, Business Studies & Economics
Khudu Senior Secondary School
01.2010 - 12 2010