Sinegugu Methula

Customer Service Consultant

Standard Bank Group

03.2016 - Current

Assess and verify onboarding documentation for completeness and KYC compliance
facilitate various risk assessments to deem clients compliant to transact the Banks products ensuring world-class operational standards are adhered to.
Mitigate risk by ensuring that all contractual agreements and conditions are met enabling clients to transact with Standard Bank products.
Adapted communication style according to individual customer needs while remaining empathetic toward their concerns.
Streamlined processes for quicker problem resolution, resulting in increased customer satisfaction rates.
Documented customer calls in full to minimize confusion in future calls and facilitate complete resolutions to individual issues.
Troubleshot customer service issues with methodical approach, eliminating impossible quickly and focused on implementing relevant, actionable solutions.
Communicated with management about trends in customer calls to help team efficiency and success.
Managed difficult situations with tact, diffusing tensions and achieving positive outcomes for all parties involved.
Multitasked effectively to simultaneously handle website chat and telephone customers' needs.
Educated customers about billing, payment processing and support policies and procedures.
Exhibited high energy and professionalism when dealing with clients and staff.
Met customer call guidelines for service levels, handle time and productivity.
Followed-through on all critical inter-departmental escalations to increase customer retention rates.