THEMBA NTLOKO
Cape Town
Summary
Customer-focused professional with 5+ years' experience in customer support, payments, KYC/FICA compliance, fraud prevention and risk management. Proven ability to resolve complex customer issues while maintaining regulatory compliance and exceptional service.
Overview
3
3
Languages
1
1
Certification
4
4
years of post-secondary education
4
4
years of professional experience
Work History
Payments Agent
Lulabet
01.2026 - Current
- Reviewed proof of funds and banking details to facilitate accurate transactions.
- Investigated payment issues to uphold regulatory standards and resolve discrepancies.
- Processed withdrawals while ensuring compliance with regulatory standards.
Customer Support & Verification Agent
Lulabet
01.2025 - 12.2025
- Verified KYC/FICA documents to ensure compliance and escalated high-risk cases for further investigation.
- Verified customer accounts to ensure compliance with regulatory standards.
- Reviewed documentation for accuracy and completeness during account verification.
- Assisted clients with account inquiries and verification processes efficiently.
- Assisted customers through phone, email, and live chat to resolve inquiries and enhance satisfaction.
Credit Control Advisor
Amplify5
01.2024 - 12.2024
- Negotiated payment plans to facilitate timely collections, maintaining accurate records for reference.
- Collaborated with teams to develop strategic plans for client engagement.
- Analyzed market trends to inform client recommendations and strategies.
- Conducted research to support client projects and initiatives effectively.
Customer Service Agent
Teleperformance
01.2023 - 12.2023
- Assisted customers with inquiries and resolved issues via phone and chat.
- Provided product information to enhance customer understanding and satisfaction.
- Provided technical support and resolved Wi-Fi issues to enhance customer satisfaction.
- Documented customer interactions in the CRM system for accurate records.
Education
Grade 12 -
Simon's Town School
Cape Town 01.2017 - 01.2021
Skills
- Payments
- Payment Processing
- KYC/FICA
- Fraud Prevention
- Risk Management
- Zendesk
- Communication
- Google Sheets
- Problem Solving
- Communication
- Customer Service
- Problem Solving
Certification
- Customer Service Excellence
- KYC & FICA Compliance
- POPIA Awareness
- Microsoft Excel (Intermediate-Advanced)
- Effective Communication
Languages
English
Beginner
A1
Xhosa
Beginner
A1
Spanish
Beginner
A1
Refrence contact details
- Meshack Knowles (Teleperformance Campaign Manager) Mobile: 0833604306
- Fernando Frittz (Customer Success Manger)Mobile: 0614119481
- Lunga Selwyn Daniels (Amplify5 campaign manager) Mobile:0832189191
- Leonard Phikwa( Payment Administrator /Team Leader) Mobile: 0781327335
Timeline
Payments Agent
Lulabet
01.2026 - Current
Customer Support & Verification Agent
Lulabet
01.2025 - 12.2025
Credit Control Advisor
Amplify5
01.2024 - 12.2024
Customer Service Agent
Teleperformance
01.2023 - 12.2023
Grade 12 -
Simon's Town School
01.2017 - 01.2021