Norah Mbambale
Elandsfontein
Summary
Accomplished relationship banker with extensive experience in customer service, client retention, and risk management. Proven expertise in optimising business growth through cross-selling, fraud prevention, and negotiation strategies. Demonstrated success in managing client relationships, delivering exceptional customer service, and driving profitability across various roles within the financial services sector. Adapt at team building, time management, and conflict resolution to achieve organizational goals. Career focus on leveraging product knowledge and effective communication to foster long-term client engagement and sustainable business growth.
Overview
22
22
years of professional experience
Work History
Relationship Banker
Capitec Bank
03.2021 - 10.2024
- Delivered customer service to improve client satisfaction and strengthen loyalty.
- Optimised client relationships through strategic cross-selling of financial products.
- Increased revenue by offering tailored products to quality merchants and addressing their specific needs.
Technical Supporter
Capitec Bank
11.2011 - 02.2021
- POS maintenance and assist merchants with technical queries
- Installed point-of-sale systems at various retail locations
- Conducted training sessions on fraud prevention techniques to reduce losses from fraudulent transactions
- Minimised cancellations by negotiating competitive rates and delivering excellent customer service
- Maximised growth opportunities by enhancing referral programmes
Sales Support Coordinator
Capitec Bank
08.2009 - 11.2011
- Drive sales and business growth by providing support and infrastructure to the New Business Manager after successful sales negotiations have taken place
- Coordinated and implemented external sales enrolment process to streamline client onboarding
- Assisted in product presentations to clients, emphasising key features and benefits to enhance understanding
- Processed change of debit orders for clients to ensure accurate billing
Sales Consultant/ Acting Admin Controller
Capitec Bank
07.2007 - 07.2009
- Delivered exceptional client service by addressing inquiries promptly and professionally.
- Negotiating Repayments with Clients
- Managed branch arrears by submitting debit orders and tracking salary payments to ensure timely collection.
- Grow profit by keeping arrears below the minimum budget
- Bad Debt Collection
- Loan Application and Procession
- Credit Evaluation
- Presented weekly progress reports to regional manager to provide updates on branch performance.
- Preparing Branch Monthly Plan
- Delegated tasks effectively to ensure efficient workflow and project completion.
- Coached team members to enhance performance and develop skills, contributing to overall team effectiveness.
- Supporting and Motivating Team Members
Clerk Administrator and receptions
Kelly (Contracted to Sasol Polymers)
09.2007 - 11.2007
- Performed general administrative tasks such as filing and data entry
Call Centre Consultant (Claims Department)
Kelly (Contracted to Innovation Group)
11.2006 - 03.2007
- Assigned service provider to attend client claims for timely resolution
- Conducted follow-ups on claims to gather necessary information for effective processing
- Attended to claims within the agreed time frame
- Recorded client claims in claims management system to ensure accurate processing
Customer Care Consultant (Accounts Enquiries)
National Savings and investment
04.2006 - 06.2006
- Facilitated discussions with clients to create tailored repayment plans.
- Addressed client queries using effective communication and problem-solving skills to enhance customer satisfaction.
- Handled difficult customer situations with professionalism, maintaining a positive company image.
- Managed incoming calls and customer service inquiries, delivering high-quality support and building customer loyalty.
- Facilitated communication between customers and technical support teams for complex issue resolution.
Financial Advisor
Old Mutual Groups Schemes
02.2006 - 04.2006
- Delivered customised financial advice to clients during consultations, enhancing their financial understanding
- Secured and developed new business opportunities within target markets, contributing to business growth
- Executed processing and issuance of insurance policies to clients, ensuring timely and accurate fulfilment
Bulk Teller
First National Bank (FNB)
11.2002 - 01.2006
- Paid out cash to clients, maintaining security and compliance protocols
- Processed client deposit transactions, ensuring accurate and timely processing for customer satisfaction
- Tracked cash handling activities for accuracy, minimising discrepancies and enhancing financial integrity
- Balancing the Treasury Book and ATM
Education
Grade 12 - Venda, English, Geography, Biology, Mathematics, Physical Science, Biblical Studies
Mphaphuli High Secondary
01-1996
Skills
- Customer relationship management
- Product knowledge
- Risk assessment
- Client retention
- Fraud prevention
- Negotiation
- Team building
- Time management
- Conflict resolution
- Patience with difficult customers
- Customer service excellence
- Customer Service
- Decision making
- Active listening
- Effective communication
- Client needs analysis
- Relationship-building
- Customer engagement
- Attention to Detail
- Risk Management
- Client Relationship Management
Languages
Venda
Beginner
A1
English
Beginner
A1
Zulu
Beginner
A1
Sotho
Beginner
A1
Custom
Norah Mbambale
Timeline
Relationship Banker
Capitec Bank
03.2021 - 10.2024
Technical Supporter
Capitec Bank
11.2011 - 02.2021
Sales Support Coordinator
Capitec Bank
08.2009 - 11.2011
Clerk Administrator and receptions
Kelly (Contracted to Sasol Polymers)
09.2007 - 11.2007
Sales Consultant/ Acting Admin Controller
Capitec Bank
07.2007 - 07.2009
Call Centre Consultant (Claims Department)
Kelly (Contracted to Innovation Group)
11.2006 - 03.2007
Customer Care Consultant (Accounts Enquiries)
National Savings and investment
04.2006 - 06.2006
Financial Advisor
Old Mutual Groups Schemes
02.2006 - 04.2006
Bulk Teller
First National Bank (FNB)
11.2002 - 01.2006
Grade 12 - Venda, English, Geography, Biology, Mathematics, Physical Science, Biblical Studies
Mphaphuli High Secondary