Thabiso Chirwa

Proactive, customer-orientated with over 15 years of customer experience ranging from the Banking Industry, Transportation and Real Estate. Always eager to learn new things, passionate about studying and adding value.

• Year 2010 - I was the first branch teller consultant to completely process an end to end purchase of the 2010 FIFA World Cup Tickets at the FNB Jabulani Mall Branch, without any formal training. I then ultimately trained the entire branch teller consultants to completely process an end to end purchase of the 2010 FIFA World Cup Tickets.
• Year 2011 - Trained the fulfillment team at FNB on how to open Business Accounts for business clients
• Year 2016-2017 - I was a 2YC for the Operational Manager in the Debit Card Operations Team, where I was assisting the Operational Manager with reports for Manco and presenting those reports to Manco. I was also assisting with training new and existing staff members with product and system training.
• Year 2016 - 2019 - I was a Firstrand representative at PASA and Bankserv on the ATM and Card Technical Committee

• FNB, Ms. Mandisa Viteka, 079 136 1519 / 082 927 2055, mviteka@fnb.co.za
• FNB, Mr. Hlamalani Mashaba, 079 456 3399, hlamalani.mashaba@fnb.co.za
• STANDARD BANK, Mr. Tumelo Ramugondo, 082 973 2941, Tumelo.Ramugondo@standardbank.co.za

* FNB (Debit Card Operations) | Retailer Pack, I was a pivotal role player in the creation and implementation of an FNB debit card, which is now called a Retailer Pack. FNB Retailer Pack - The retailer pack, gives FNB clients access to replace their debit card card at a retailer (Checkers & Shoprite) at the money market counter. The clients will then use their active cell phone banking profile (USSD) to link and activate the retailer pack debit card immediately after purchasing the retailer pack debit card. The client will then be able to immediately start using the retailer pack debit card to do purchases, cash at till, online purchases and withdraw cash at the ATM. 

* FNB (Debit Card Operations) | SharePoint System - For all debit card related queries, I was a pivotal role player in the creation and implementation of the SharePoint System for all debit card related queries. The SharePoint System was created for all FNB staff members to log all debit card related queries onto the SharePoint System. The SharePoint System was more effective and efficient systems all debit card related queries logged by all FNB staff members. 

* FNB (Rewards and Benefits) | Rewards and Benefits Mailbox, I was a pivotal role player in the creation and implementation of the rewards and benefits centralized mailbox for the entire First Rand Group (FNB and RMB Departments). The centralized rewards and benefits mailbox was created for all FNB and RMB staff members to log all rewards and benefits queries to this centralized mailbox. The centralized mailbox made all rewards and benefits queries to be resolved effectively, efficiently and in the accurate turn around times, as previously they were sent to the rewards and benefits team members personal mails.

* FNB (Debit Card Operations) | Debit Card Replacement Fees, FNB was losing in excess of around R2 Million in revenue leakage on card replacement fees on a monthly basis. The card replacement fee system was not charging clients correctly when clients were replacing their debit cards, due to their cards being lost or stolen. I played a pivotal role in identifying the system error with the Debit Card Team and the Debit Card IT Department. I then liaised with the Business Analysis team within the Debit Card Team to raise a project with Debit Card IT Department in fixing the system problem, in order for the debit card replacement system to charge correctly. I and with the help of the Business Analysis Team and Colleagues within the Debit Card Operations Team and the Debit Card IT Department were able to ensure that the process and system were aligned in order to charge clients correctly when replacing their debit cards and fixed the revenue leakage.