Nkateko Baloyi

Highly skilled Banker with over 6 years work experience in banking. Proficient in call center operations, customer service, credit products, negotiation, financial advisory, and analytics. Deep understanding of banking products, portfolio and relationship management. Skilled in sales strategies, Chat specialist and digital communication

• Team assistance
• Top Performer
• Best QA Rating
• Highest SOTBOS (sales)
• Personal Service Influencer
• 2022 Youth Day Competition winner
• Inkanyezi 2020 Winner!

• Action incoming or outgoing customer calls, electronic communications and queries
• Provide excellent customer service across all banking products, including credit, investments, insurance, and transactional products.
• Chat specialists engage with clients via chat and resolve their queries promptly.
• Provide expertise in overdrafts, credit cards, revolving loans, personal loans, home loans, investments, 32-day fixed deposits, savings accounts, and banking apps
• Track loan applications, guide clients through the process, including documents submission, validation, verification, and liaise with relevant support departments.
• Assist clients with queries on loan status, repayment options, debit order date changes, loan account restructuring, payment arrangements, interest reviews.
• Assist clients with queries on discount negotiations, retrenchment, and death claims.
• Service and provide settlement letters and paid-up letters for Temploans and Revolving Facilities.
• Ensure all interactions and processes comply with bank regulations.
• Administration and reporting any incidents.
• Complains resolution and communicating to product house to assist clients effectively.
• Engage product house with innovations or ideas to enhance the product.
• Service Personal loans (Action sales, generate statements, settlement letters and paid-up letter, assist client to settle the account.
• Maximize customer interactions to transition customers to digital channels (FNB App, Online Banking, Cell Phone Banking) and promote self-service options.
• Identify and sell/cross sell products aligned to customer needs.
• Conduct customer surveys to gather feedback and identify areas for improvement.
• Assist in the onboarding process for new customers, providing guidance on account setup and product features.
• Participate in regular team meetings and training sessions to stay updated on product knowledge and industry trends.
• Analyze customer data and trends to identify opportunities for process improvements and customer satisfaction enhancement.
• Assist in the development of customer service policies and procedures to ensure consistency and efficiency in service delivery.

• Date of Birth: 10/27/95
• Nationality: SOUTH AFRICAN
• Address : Protea Glen , Johannesburg, 1819

• Mr. Mabunda (Team Leader), melvin.mabunda@fnb.co.za
• Cheslin (Team Leader), cheslin.pillay@fnb.co.za