Sipokazi Joan Mkhwanazi

FNB Merchant Service - Bank City

Position Administrator - Additionals

• Capture, register and handling of claims and follow up on concerning claims
• Dealing with clients queries from client and service provider
• Liaise with Merchants service providers and vendor management
• Conduct above to the required performance standard and quality in place
• Handle all claims in a professional manner

Protect the interest of the Bank when dealing with the clients, service providers and stakeholders

• Ensure excellence through the delivery of work processes according to defined quality standards
• Resolve all customer queries efficiently and within agreed timeline
• Take accountability for own performance ,personal and career development.
• Maintain an ability to adapt to ever changing business and customer needs

• Receive client's applications forms from all Absa branches via the Sybrin system and validate them and ensure that it is in accordance with methodology and regulatory requirements
• Sort documents received from branches and index them according to the headers
• Complete Final tier on Casa
• Capture the CASA reference number & sequence onto the system to acknowledge the documents from 1st tier, verify that documents are correct and complaint, once verified confirm on system
• Customer Service
• Receive email from branches and frontline staff information with regards to disputes of customer documents, determine the disputes, and give feedback to frontline staff
• Educate frontline staff members on the policies and procedures on the different products where disputes have been identified
• Receive and attend to all telephone queries from branches and assist them
• Risks and Compliance
• Be acknowledgeable on all policies & procedures that pertains to final tier

• Customer service
• Manage customer accounts
• Follow bank process as per FICA
• Handling customer queries

• Check Documentation
• Mandates to ensure it is correct first in terms of KYC Regulatory
• Check and Validate files prepared by front line on a trigger event as described in terms of Absa's regulatory policies and framework
• Identify the requirements of a board spectrum of the business entities for KYC and FICA purposes
• Review information of the business activities for different entities to ensure that the entities are not posing risk to the financial institution
• Proficient in the performing Review oncoming documents for clients according to KYC/Anti-money Laundering program (AML) policies
• Dealing with Medium Risk clients and liaise with internal teams to discuss KYC/AML requirements and documents client information

• Data capturing
• FICA documentation (updating client information)
• Requesting and verifying client documentation telephonically
• Linking client information
• Viewing and uploading client documents on Sigma

• Deal with customer complaints and ensure that it is resolved to the satisfaction of the customer
• Provide excellent customer service and provide answers to the client questions within set standards
• Use effective sales and inbound/outbound telephone techniques to solidify and build client relationships
• Complete all required documentation to meet client needs
• Engage with customers in a professional way as specified in the service standards
• Resolve all customer queries efficiently, and within agreed timeline
• Checking of FICA Documentation
• Linking of related parties on the Business Accounts
• Changing of Entity types on Hogan
• Checking for correct documentation for particular entity type
• Re-Indexing Documents on Sigma
• Making sure the Business Documents are FICA approved
• Fixing accounts with documents outstanding
• Working on PERMS
• Inbound Related Queries
• Escalating to Quality Assurance

• IPS Cheques verify signatures on image viewer and any stop payment cheques
• Update on PEMS notify that the cheques are within range
• Compile work and send it to the manager fulfil request and update a BDC with the essential Notes
• Following up on escalated FICA queries from the sales agent community bankers
• Compile reports on FICA account
• Checking of FICA documentation, linking of related parties on the Business account, Checking for correct documentation for particular entity type, Re-Indexing

• Prepare client specific KYC related analyses and complete customer acquisition due diligence
• Making sure the Business Documents are FICA approved
• Fixing accounts with documents outstanding
• Ensuring KYC due diligence reviews are undertaken to the required quality and detail on a timely basis
• Ensure documents are indexed and loaded in the document image system
• Work with the business support unit to assess documentation requirements for client legal entities and jurisdiction

• Handling all EDC queries
• Allocate and processing Refunds
• Reversal Disputes
• Resolving customer queries

• Ensuring monthly target is met and work out payment plans to help the customer regain financial stability