Ngwanamakola Margaret Matlala
Midrand
Summary
I'm a motivated and passionate professional who is a customer-centric individual and information fanatiHaving worked predominantly in the Retail sector and financial services and banking sector for a good 16 years. My experience revolved around Customer Relationship, Risk Management, Coaching, New business development, Insurance Claims and Sales , Client Education, Quality Analysis etc.c. I'm also very passionate about development and sharing of information as I believe that enhances one's knowledge .
Driven fraud analyst proudly offering several years' experience in project management, data analysis, and fraudulent pattern identification. A determined professional known for reviewing and identifying suspicious activity. Offering a relentless commitment to finding solutions to problems.
Analytical and insightful Fraud Analyst known for high productivity and efficiency in task completion. Possess specialized skills in data analysis, pattern recognition, and risk assessment. Excel at problem-solving, critical thinking, and decision-making to identify and mitigate fraudulent activities effectively.
Overview
23
23
years of professional experience
16156
16156
years of post-secondary education
Work History
Validation Assesor Forensic Ques
African Bank
Midrand , Gauteng
09.2024 - Current
- Adaptable individual with exceptional interpersonal skills and talent for building relationships. Known for delivering outstanding service and enhancing client satisfaction. Focused on fostering positive interactions and creating collaborative environment.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
- Completed paperwork, recognizing discrepancies, and promptly addressing for resolution.
- Identified issues, analyzed information, and provided solutions to problems.
- Organized professional with expertise in managing resources and optimizing performance. Proficient in providing valuable insights and supporting decision-making processes. Committed to enhancing productivity and contributing to overall success.
- Resolved problems, improved operations, and provided exceptional service.
Insurance Sales Consultant
African Bank Head office
Midrand
01.2015 - Current
- Marketed and sold insurance policies through cold-calling, networking, and lead generation strategies.
- Executed various strategies including cold-calling, networking, and lead generation to attract new clients.
- Assessed client insurance needs, financial situations, and risk tolerance to provide personalized solutions.
- Provide tailored recommendations for insurance policies that suit the client's requirements based on assessment.
- Educate clients about insurance terminology, policy details, and the importance of having adequate coverage. Ensure clients understand the implications of their insurance choices.
- Maintain client relationships and guide them through the policy renewal process.
- Meet or exceed sales targets set by the company.
- Create a deep understanding of various insurance products offered by the insurance company, including their features, benefits, limitations, and pricing.
- Stay up-to-date with industry trends, product updates, and emerging risks by participating in training and professional development opportunities.
Quality Analyst Contact Center
African Bank Head Office
Midrand
07.2019 - 05.2020
- Monitored sales staff adherence to company-specific quality standards and guidelines, including script compliance, language proficiency, and tone of voice.
- Monitored sales staff compliance with legal and regulatory requirements related to customer data protection.
- Evaluate whether sales staff are following call scripts and defined processes, making sure that they provide accurate and consistent information to customers.
- Analyze recorded calls and screen captures to gain insights into sales staff behavior and customer interactions.
- Conducted regular audits to validate and ensure reliability of results.
- Conducts regular calibration sessions to ensure the validity and reliability of results.
- Evaluated sales staff adherence to call scripts and defined processes.
- Monitored sales representatives and the call center to meet established quality standards and provide excellent customer service.
- Ensure that the call center operations comply with industry-specific regulations and best practices.
Credit Assessor
African Bank Head Office
Midrand
07.2014 - 07.2019
- Determined creditworthiness of applicants based on thorough analysis.
- Advised borrowers on loan products that best fit their financial needs.
- Supported applicants throughout credit application process by addressing inquiries and concerns.
- Educate applicants on company credit policy and regulations.
- Ensure that the credit assessment process complies with all relevant laws and regulations.
Financial Wellness Advisor
Momentum Insure
Johannesburg
01.2014 - 01.2015
- Conduct financial wellness workshops and seminars for organizations, educating employees or members on financial literacy and well-being.
- Conducted comprehensive financial assessments to analyze clients' financial situations, including income, expenses, assets, liabilities, and goals.
- Provided financial advice to clients, establishing relationships that contributed to increased client base.
- Offered strategies for managing and reducing debt, including debt consolidation and repayment plans.
- Evaluated clients' insurance coverage, ensuring adequate protection across life, health, disability, and property.
- Ensure that all financial advice and guidance provided adheres to relevant financial regulations and industry standards.
- Maintain accurate records of client interactions, financial plans, and recommendations.
Credit Consultant / Acting Credit Manager
Edcon -Edgars
Polokwane
03.2003 - 06.2014
- Establish credit approval processes and procedures to ensure consistency and compliance with company policies and regulations.
- Oversaw the credit granting process and ensured consistent application of the credit policy.
- Evaluate the creditworthiness of customers by analyzing their financial history, credit scores, and payment behavior.
- Resolved customer inquiries and concerns regarding credit, enhancing customer satisfaction.
- Documented and stored all credit agreements and contracts to ensure compliance and easy access.
- Developed fraud detection protocols aimed at safeguarding against unauthorized credit transactions.
- Managed and safeguarded credit cards in compliance with company policies.
- Oversaw the preparation of the monthly profit and loss statement.
Customer Service Supervisor
Edcon -Edgars
Polokwane
03.2003 - 06.2011
- Worked as Supervisor in Edcon service area reporting to Store Management.
- Oversaw cashiers and cash handling procedures, conducting cash audits to prevent errors and discrepancies while ensuring adherence to security protocols.
- Trained and coached cashiers in delivering excellent customer service by greeting customers, addressing inquiries, and resolving issues or complaints.
- Oversee cashiers and cash handling procedures to prevent errors and discrepancies. Conduct cash audits and ensure that cashiers follow security protocols.
- Create and manage cashier work schedules, ensuring adequate coverage during peak hours and breaks for the cashiers.
- Ensure that cashiers and customers follow safety and security protocols, including fire evacuation procedures and compliance with safety regulations.
- Ensure that cash registers, scanners, and other equipment are in good working order. Address any technical issues promptly.
- Monitor product availability at the checkout area, ensuring that cashiers can access necessary items like shopping bags, receipt paper, and price scanners.
- Mediated conflicts between customers and cashiers, maintaining a focus on customer service.
Education
Certificate NQF - Leading in fourth industrial revolution
GIFS
Johannesburg, GautengDiploma N4 - Human Resources
Ekurhuleni West College
Kempton Park, GautengIrmsa board exam - Risk management
Irmsa
Johannesburg, GautengNQF 6 - Organisational Risk Practitioner NQF 6
APEX Academy
Johannesburg, Gauteng 10.2024 - 12.2025
Certificate NQF 5 - Generic Management
Bamk Seta
Midrand, GautengBanking Certificate NQF4 - BANKING
BANK SETA
Midrand, GautengCertificate - Insurance
MOMENTUM INSURANCE
Centurion, GautengRE5 - Insurance
FPI
Johannesburg, GautengCertificate - customer service
UNISA
Skills
- Risk Assessment
- Client Relationship Management
- Customer relationship management
- Market Analysis
- Policy Management
- Data Protection
- Microsoft Word
- Outlook
- Insurance products knowledge
- Client relationship management
- Risk assessment
- Project management
- Customer service
- Risk management
- Loss analysis
- Customer needs assessment
Languages
English
Upper Intermediate
B2
Zulu
Beginner
A1
Sepedi
Beginner
A1
Setswana
Beginner
A1
Sesotho
Beginner
A1
Timeline
NQF 6 - Organisational Risk Practitioner NQF 6
APEX Academy
10.2024 - 12.2025
Validation Assesor Forensic Ques
African Bank
09.2024 - Current
Quality Analyst Contact Center
African Bank Head Office
07.2019 - 05.2020
Insurance Sales Consultant
African Bank Head office
01.2015 - Current
Credit Assessor
African Bank Head Office
07.2014 - 07.2019
Financial Wellness Advisor
Momentum Insure
01.2014 - 01.2015
Credit Consultant / Acting Credit Manager
Edcon -Edgars
03.2003 - 06.2014
Customer Service Supervisor
Edcon -Edgars
03.2003 - 06.2011
Certificate NQF - Leading in fourth industrial revolution
GIFS
Diploma N4 - Human Resources
Ekurhuleni West College
Irmsa board exam - Risk management
Irmsa
Certificate NQF 5 - Generic Management
Bamk Seta
Banking Certificate NQF4 - BANKING
BANK SETA
Certificate - Insurance
MOMENTUM INSURANCE
RE5 - Insurance
FPI
Certificate - customer service
UNISA