Neo Mofufi

• Developed strong relationships with customers by providing personalized service, leading to increased referrals.
• Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
• Conducted financial assessments to determine eligibility for loans, credit cards, and other financial products.
• Contributed to branch success through active participation in sales initiatives and promotional events.
• Prevented fraudulent activity by diligently verifying customer identification during account openings or changes in personal information.
• Supported customers with online banking navigation, ensuring a seamless digital experience for users across platforms.
• Period: Jan 2020 to Oct 2021
• Division: Southgate
• Educated customers on various banking options, empowering them to make informed financial decisions.
• Processed loan applications efficiently by gathering necessary documentation and working closely with underwriting teams.

Ensures that customer service standards are set and maintained in line with the requirements of each market segment.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Contributed to sales growth by upselling products and services based on individual customer requirements.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
• Exceeded performance metrics consistently, earning recognition as a top performer within the team.
• Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
• Trained new Customer Service Representatives on company policies, procedures, and best practices.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Assisted customers in navigating company website and placing online orders, improving overall user experience.
• Division: Jabulani Service Centre
• Period: 2017 to 2019

• To take demand (in branch or via Voice branch) from personal customers for any banking matters ranging from product questions to customer account activities (e.g., Cash Deposit, Withdrawals, statements, debit order information, etc.), whilst forming an accurate assessment and understanding of that demand in order to act on it in a one-and-done manner that consistently delivers what matters to the customer within product and legislative (e.g., FAIS) parameters.
• To drive customer service excellence in order to add value and contribute to the overall profitability of the branch.
• To use data to identify system conditions that may hinder capability of response and what matters to the customer, whilst maximising value demand
• Managed cash drawer, ensuring accurate balancing and timely reconciliation at the end of each shift.
• Executed wire transfers, stop payments and account transfers.
• Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
• Division: Baramall Service Centre
• Period: 2014 to 2016