Thato Tsotetsi

Perform due diligence assessments to understand risk levels and scope.

· Stay updated on relevant laws and regulations governing business activities.

· Record and collaborate findings with management for issue resolution.

· Ensure inclusion of all mandatory application documents in packs, such as company registration, regulatory licenses, tax clearance, bank statements, proof of residence, Easydebit contracts, and pricing.

· Check Trace reports for client judgments.

· Vetting mandates, both voice and written.

· Conducting company checks on platforms like CIPC, Google, Hello Peter, and social media.

· Ensure submission of re-seller agreements for third-party and call center applications.

· Confirm inclusion of abbreviated names in all applications.

· Verifying status of regulated entities, ensuring licenses (FSP, NCR, Debt Collectors) are neither suspended, withdrawn, nor lapsed.

· Test support care lines for new clients (customer care).

· Assess financial soundness of new clients by reviewing their financials and 3-month bank statements.

· Validate legitimacy of products/services being offered.

Perform verification and due diligence checks on all transactions before client approval and onboarding.

· Educate employees on regulatory requirements and the potential consequences for non-compliance.

· Investigate and address irregularities and non-compliance issues.

· Identify and escalate areas of concern.

· Develop and maintain robust and effective compliance controls within the organisation.

· Assist in gathering internal information in response to regulatory inquiries.

· Continuously update FAIS policies and provide staff training on these policies.

· Maintain relationships with sponsoring banks.

· Regularly update compliance dashboard.

· Define guidelines, processes, and procedures for evaluation of processes and implementation of new rules, regulations, and frameworks.

· Develop crisis management plans for potential compliance violations.

· Demonstrate comprehensive understanding of Treating Customer Fairly (TCF) Outcomes and FAIS Requirements relevant to our business.

· Oversee licensing conditions.

· Ensure compliance with statutory obligations and applicable legislation.

· Maintain Professional Indemnity (PI) cover in accordance with legislation.

· Submit annual financial statements and ensure compliance with financial soundness.

· Submit compliance reports to Financial Sector Conduct Authority (FSCA) and FAIS Ombud.

· Review organisation's operational capacity as an “FSP”, identify risks and non-compliance, and provide recommendations to management.

· Monitor record-keeping practices to ensure alignment with FAIS requirements.

· Contribute to business continuity efforts, including disaster recovery and data backup testing.

· Resolve complex client or operational issues escalated by Client Engagement Services team.

· Manage complaints register in accordance with FAIS Act.

· Provide interpretation, advice, and consultation to various business functions regarding legislative requirements.

· Facilitate quarterly compliance audits and oversee ongoing risk monitoring, proposing solutions to mitigate identified risks.

· Ensure compliance reports are submitted to management.

· Review all business unit documentation, letters, correspondence, and marketing materials for compliance with legislation.

· Assess risk of non-compliance with applicable legislation and advise on implementation of compliance management processes.

Oversee responses to correspondences from Financial Sector Conduct Authority (FSCA).

· Complete collections code registration forms (Naedo, EFT, Debicheck) with the relevant bank for client collections.

· Submit signed registration forms to ABSA Electronic Banking Service Support.

· Fill out forms for new code registration with NetUp (subject to Operations Manager's approval).

· Submit NetUp registration requests to Hansie Lategan at hansie@netup.co.za.

· Complete final smart forms (contracts) for new code registration with ABSA.

· Prepare Debit Order Abuse letter for approval by CFO.

· Establish pricing structures for registered codes.

· Obtain approval from the DOA department and submit registration forms to the bank.

· For Nedbank, complete the add accounts form and resolution, and submit the documents to the bank.

· For Standard Bank, complete application forms, short name election forms, and resolution, and submit these to bank.

· Ensure all registration forms are signed by CFO, CEO, and client before submission to bank.

· Ensure timely receipt of new codes before clients can go live.

· Submit code setup requests to Bitventure at helpdesk@bitventure.co.za.

· Initiate and monitor test transactions on portal to verify successful testing before client transactions begin.

· Keep sales representatives and CRC informed of new code status for their clients.

· Provide regular sales statistics (weekly), conversion reports (monthly), and compliance reports (quarterly).

· Perform various general administrative duties, including file creation and maintenance of ongoing projects.

Complete onboarding, pre-screening, and checklist forms for banks.

Forward new applications to relevant management for authorized signatures.

Compile all required documentation for submission to banks.

Submit applications to sponsoring banks, particularly Debit Order Abuse applications.

Address and respond to bank requests regarding incomplete applications.

Identify and document cross-departmental activities subject to rules and regulations.

Define process improvements to ensure compliance with rules and regulations.

Collaborate with external auditors and HR when necessary.

Educate and train employees on regulations and industry practices.

Address employee inquiries and concerns related to legal compliance.

Manage compliance and applications mailboxes

· Drive First Call Resolution, providing customers with timely and satisfactory solutions during initial interactions.

· Develop and maintain strong client relationships, understanding their needs and ensuring they are met.

· Collaborate with the team to ensure consistent and effective communication with clients.

· Support and train customers on the relevant systems to enhance their proficiency.

· Update and maintain client information on ATLAS CRM.

· Request mandates from clients and provide to relevant bank.

Testing of AVS systems should issue be raised by the client. Send out communications when we experience downtime on either Easydebit or Bitventure systems, send resolution communication when systems are restored.

· Identify areas for process improvement in customer support operations and collaborate with relevant teams to implement enhancements.

· Regularly review and optimise support procedures to ensure efficiency and effectiveness.

Maintaining customer success by following up on unresolved queries and client concerns.

· Develop a deep understanding of the company's products and services.

· Stay up to date with product/service updates and changes.

Provide effective guidance and support to customers on how to best utilize the company's products and services.

• Dealing with allocated portfolio of intermediaries who are funeral insurance providers to manage and develop strong relationships through on going interactions and support
• Ensuring that intermediaries are profitable and compliant
• Achieving account retention by recommending initiatives that drive sales
• Maintaining CRM and other management tools (Axiz, Freshdesk etc)
• Providing after sales service to clients
• Management of scheme premium payment
• Managing intermediary's claims ratio
• Acting as a primary contact for all intermediary matters
• Managing claims process to ensure timeous claim pay out
• Contributing to sales process by marketing and selling additional products to intermediaries
• Keeping clients informed of developments in the industry and market so that they are continuously up to date with regards to training, products and processes in order to drive sales and adherence
• Minimize cancellations through regular and proactive dealings with intermediaries.

• Servicing high net worth clients
• Facilitating insured assets survey requests( household contents)
• Working with business partners to provide service on value added products
• Reviewing client's policies in line with underwriting guidelines
• Upselling new value added products
• Dealing with escalated complaints.

• Activation of new business cases
• Assisting financial advisors with servicing changes
• Fast tracking new business applications through admin support
• Increasing client engagement through product knowledge
• Servicing a portfolio of brokers based on agreed SLA.

• Assisting clients with policy ammendments
• Advising clients on product related queries
• Responding to email correspondence from clients
• Preparing annual renewal policies
• Routing calls to relevant departments
• Coaching new team members and providing support to the team
• Handling escalated complaints within turnaround time
• Handling member perception reports
• Providing feedback to management regarding trends in complaints received
• Assisting with rejected claims and underwriting queries
• Reviewing client's risk according to risk management guidelines.

• In-service training and theoretical studies
• Expediting repair progress for vehicles when there is a claim
• Facilitation between Europcar and Santam(this includes extensions, terminations and arranging of car hire)
• Seeing claims process right through to its finalization by doing follow-ups with assessors if claims is on track in conjuction with car hire days allowed.
• Managed time efficiently in order to complete all tasks within deadlines
• Organized and detail-oriented with a strong work ethic

• Marketing First National Bank financial products
• Offering bank accounts to clients
• Offering financial advice under supervision
• Doing needs for clients
• Offering consolidation loans.
• Used consultative sales techniques to understand customer needs and recommend relevant products and services
• Responded to telephone and in-person requests for information
• Provided sales and customer service assistance to walk-in traffic
• Advised clients on appropriate product selections based on their unique needs, ensuring optimal satisfaction levels upon purchase