Microsoft Excel (Pivot Tables, V-Lookup, IF formulas, Data validation) (Academic exposure)
Thandiwe Wendy Shange
Financial Services & Finance Professional
Nqutu
Summary
Bachelor of Accounting Sciences graduate and RE5-certified financial services professional with over 7 years’ experience in banking and insurance environments. Experienced in compliance administration, regulatory monitoring, FICA/KYC verification, AML controls, internal audits, and financial services legislation. Strong ability to analyze compliance risks, maintain regulatory records, support reporting processes, and ensure adherence to regulatory frameworks within financial institutions.
Overview
9
9
years of professional experience
3
3
Certifications
Work History
Client Service Administrator
Assupol Life
11.2021 - Current
- Process policy amendments, debit order updates, and client instructions accurately within set turnaround times.
- Ensure full compliance with FAIS, FICA, and internal regulatory requirements.
- Verify and update KYC documentation in line with AML and legislative guidelines.
- Liaise with internal departments to resolve complex client queries efficiently.
- Provide accurate product information and ensure adherence to Treating Customers Fairly principles.
- Maintain complete and auditable client records and documentation.
- Support compliance checks and assist in compiling regulatory documentation.
- Manage multiple client interactions across telephonic and email servicing channels.
- Mitigate reputational and financial risk through accurate first-time processing.Process policy amendments, debit order updates, and client instructions accurately within set turnaround times.
- Ensure full compliance with FAIS, FICA, and internal regulatory requirements.
- Verify and update KYC documentation in line with AML and legislative guidelines.
- Liaise with internal departments to resolve complex client queries efficiently.
- Provide accurate product information and ensure adherence to Treating Customers Fairly principles.
- Maintain complete and auditable client records and documentation.
- Support compliance checks and assist in compiling regulatory documentation.
- Mitigate reputational and financial risk through accurate first-time processing.
- Deliver positive, seamless and professional customer service during every interaction with the client in a considerate and timely manner.
- Maintain client confidentiality, at all times.
Sales Consultant/Second in Charge
African Bank
02.2019 - 11.2021
- Processed loan, insurance, investment, and account applications in compliance with FAIS and internal policies.
- Ensured confidentiality and secure handling of sensitive financial information.
- Handled escalated customer complaints and ensured timely resolution.
- Conducted branch self-audits and ensured procedural compliance.
- Assisted with operational oversight in the absence of the Branch Manager.
- Compiled daily and monthly performance and operational reports.
- Coordinated branch meetings and communicated regional directives to staff.
- Adhere to Client Centric and Treating Customers Fairly Principles.
Customer Service Agent
Ison BPO- Multichoice Campaign
09.2018 - 01.2019
- Handled high-volume inbound customer calls within a structured contact centre environment.
- Assisted DStv customers with account queries, subscription changes, billing enquiries, and technical support requests.
- Accurately captured and updated customer information on CRM systems during live interactions.
- Processed service requests including account reactivations, package upgrades/downgrades, and debit order updates.
- Logged and tracked customer cases to ensure resolution within agreed service-level agreements (SLAs).
- Resolved complaints professionally while maintaining customer satisfaction and retention.
- Escalated complex technical or billing issues to relevant departments for further investigation.
- Maintained compliance with company policies, data protection standards, and confidentiality requirements.
- Achieved daily and monthly performance targets relating to call handling time, quality scores, and customer satisfaction.
- Demonstrated strong dual-screen navigation skills while managing calls and updating systems simultaneously.
Bankseta Intern
Standard Bank of South Africa
02.2017 - 01.2018
- Processed authorized financial transactions.
- Identified and reported suspicious and potentially fraudulent transactions (AML compliance).
- Maintained accurate financial records.
- Assisted customers with card services and ATM support.
- Updated and verified client demographic information in core banking systems in accordance with FICA requirements.
Education
Bachelor of Accounting Science - Financial Accounting
University of South Africa
Durban10-2025
National Certificate in Banking Services Advice -
Milpark Business School
Durban02-2018
Grade 12 -
Isolemamba High School
Durban12-2013
Skills
Investment & Policy Administration
Client Instruction Processing
Regulatory Compliance (FAIS, FICA, AML, POPIA, TCF)
KYC & Documentation Verification
Stakeholder communication
Escalation Handling
Financial Services Legislation Compliance
System Processing
Client Communication
Risk & Reputational Management
Data Accuracy & Quality Control
Regulatory documentation and reporting
Software
Microsoft word &Powerpoint
Microsoft Teams & Outlook
Financial services operational systems
Certification
Regulatory Examination Level 1 RE5
References
Prudence Dladla @Standard bank - 0780253188
Akshay Lalbehary @African bank - 0786540808
Timeline
Code C1 Driver's license
06-2023
Client Service Administrator
Assupol Life
11.2021 - Current
Sales Consultant/Second in Charge
African Bank
02.2019 - 11.2021
Customer Service Agent
Ison BPO- Multichoice Campaign
09.2018 - 01.2019
Regulatory Examination Level 1 RE5
06-2018
Bankseta Intern
Standard Bank of South Africa
02.2017 - 01.2018
National Certificate in Banking Services Advice -
Milpark Business School
Grade 12 -
Isolemamba High School
Bachelor of Accounting Science - Financial Accounting
University of South Africa