PASCALINE (NOMUSA) SHEZI

Conducting periodic reviews on offshore customers

• Making sure that enhanced due diligence is done
• Reviewing outstanding cases daily referring to contact strategy
• Initiating reviews allocated daily
• Investigate, identify, report on relevant adverse media within agreed parameters
• Checking client statements for any suspicious transactions
• Identifying client risk conducting checks for each client, completing described checklists accurately
• Adherence to suspicious activity process section 12
• Compliance in all other ICS policies including but not limited to, data protection and client confidentiality
• Collaborating with other analysts to resolve process queries using shared knowledge
• Manage client reviews based on risk criteria assigned to clients and facilitate and co-ordinate review processes.

Investigating all entries pertaining to Unposted and Rejected items relating to card, plus plan, investments, cheque, and Sap accounts

• Ensuring that amounts are processed to right accounts as per laid down procedure
• Responsible for balancing and reconciliation and making sure that accounts are at nil balance
• Doing thorough checks to mitigate any fraudulent transactions
• Liaising with branches and loss department regarding stopped entries
• Responsible for compiling Recons for CIB
• Achievements: Managed to introduce different way of conducting morning connects, by preparing topics that are in line with motivating staff and touching more on humanity weekly as opposed to only concentrating on production.

• Supporting the banks approach to single view of customers while maintaining the integrity, completeness, and conformances of our data
• Ensuring that information held on the system is accurate, adequate, timely and relevant for all Bank required purposes
• Verifying, updating, and maintaining the accuracy of customer data by supporting the bank’s Customer Data Governance and regulatory policies
• Adhering to KYC and AML standards
• Referring all suspected high-risk cases identified issues within records management as soon as possible
• Making sure that customer service is always on par
• Identifying trends that may affect the quality of data and ensuring corrective action
• Assisting in other areas of the business when required and ensuring a complete understanding of procedures
• Ensuring compliance with quality remediation, targets set, deadlines punctuality and accuracy requirements
• Ensuring vigilance is exercised by checking for any fraudulent documents and activities
• Ensuring that routine tasks are efficiently planned and organized, including the quality control process regarding document and process flow
• Ensuring that all work is processed within SLA and to accurately verify and update all relevant mandatory data
• Applying correct remediation strategy according to category
• Adhering to AML and bank regulation, process, and policy
• Minimizing the impact to all customers including related parties by attending to customer queries and fully updating all required data for the affected profiles
• To identify duplicate BPs and merge them to have a single view of the customer using SAP CRM
• Making sure that customer data issues are resolved without any impact to the customer
• To minimize the risk of non-compliance to FICA by executing tasks related to KYC (Know Your Customer) maintenance
• Achievements: Part of the diversity and in inclusion forum for the CIA and EIM space in the year 2021
• Part of the transformation team
• Conducted two successful audits from KPMG on the diner’s process
• Trained and multiskilled on the CDIM process.

• Monitoring escalations and dealing with client queries, ordering of stationery, filing, and taking minutes of a meeting
• Monitoring FICA, processing of payments (efts, reversals etc.) and actioning daily reports
• Capturing applications and processing foreign exchange transactions for travel
• Actioning foreign exchange reports and sourcing out leads
• Providing customer service to walk-in clients as well as customers that call with account administration
• Achievements: Multitasked different positions and became a secondment for those roles (e.g., foreign exchange, service consultant)
• Passed RE5 exam on 1st attempt.

• Communicated with students to discuss progress and need for tutoring and extra assistance
• Maintained orderly classroom stocked with appropriate supplies
• Designed appropriate and specialized lesson plans for computer science students
• Advised students on matters regarding academic performance and careers in computer science
• Passionate about learning and committed to continual improvement

• Used consultative sales techniques to understand customer needs and recommend relevant products and services.
• Followed up with existing customers to provide additional support and address concerns.
• Implemented up-selling strategies, encompassing recommendation of accessories and complementary purchases.
• Maintained sense of urgency in answering customer questions and requests through email or voice messaging.
• Responded to telephone and in-person requests for information.
• Increased sales by fostering relationships with customers, implementing business strategies and suggesting areas for improvement.
• Maximized customer retention by resolving issues quickly.
• Monitored customers for signs of security concerns and escalated issues to management.

• Implemented up-selling strategies, encompassing recommendation of accessories and complementary purchases
• Followed up with existing customers to provide additional support and address concerns
• Used consultative sales techniques to understand customer needs and recommend relevant products and services
• Achieved top performance by strategically adapting to rapidly changing, competitive environment
• Provided sales and customer service assistance to walk-in traffic