Summary
Overview
Work History
Education
Skills
Timeline
Generic

MASHAMBA THEMBANI

JOHANNESBURG

Summary

Trained fraud administrator with 3+ years of experience in handling fraud-related issues, Able to identify fraud patterns and anomalies through data analysis And 5+ years Customer service professional with expertise in call center environments Able to consult with customers to resolve service and billing issues.. Personally handled 90+ calls daily (customer service and sales) accumulating a 98% customer satisfaction with strong communication skills. I excel at answering customer inquiries , resolving issues and maintaining positive relationships.

Overview

3
3
years of professional experience

Work History

PRIVATE CORE BANKING CALL CENTRE AGENT

First national
01.2024 - Current
  • Address customer needs in order to meet or exceed customer expectations
  • Build and maintain stakeholder relationships
  • Contribute to a culture of service excellence that builds positive relationships and provide exceptional service
  • Act responsibly with work related resources to contribute to cost containment
  • Place operational outbound and inbound calls to customers to request outstanding documentation
  • Follow up with customer to ensure resolution of query by other stakeholders where relevant
  • Respond to customer queries logged via phone, email and live chat to ensure full resolution of the query
  • Plan and schedule activities to improve service
  • Execute own work in accordance with the organizational values and code of ethics
  • Adhere to schedule to perform assigned work attend meetings as and when required
  • Deliver exceptional service adhering to relevant SLA agreements and offering appropriate solutions.

CRS/KYC Consultant

First national bank
9 2019 - 4 2021
  • Place operational outbound calls to customer to request outstanding documentation
  • Respond to customer queries logged via phone, email to ensure full resolution of the query
  • Ensure that response to client request for KYC/CRS documentation is done timeously
  • Deliver exceptional service adhering to relevant SLA agreements and offering appropriate solutions
  • Communicate with client telephonically in order to obtain necessary documentation or provide explanations where needed
  • Resolving customer dissatisfaction/complaints by taking ownership of the problem
  • Ensure that documentation and client CRS/KYC information is acquired in accordance with the company data privacy policy
  • Ensure that client information is verified before forwarding to the client
  • Maintain client’s contact details and relevant communications on the banks CRM tools and update all details across KYC/CRS tools to streamline review process.

FRAUD ADMINISTRATOR

First national bank
05.2021 - 06.2023
  • Recording and/or monitoring of fraud cases in internal and external databases
  • Accurate processing of charge backs in line with applicable codes which comply with the appropriate payment system(e.g
  • Visa and MasterCard) rules
  • Actively participate in key internal forums and share information with colleagues across the Bank
  • Ensure optimal utilization of fraud tools including timeous Case management loading system (SECM/IC Fraud, BMI, Hogan, Pems)
  • Execute fraud administration duties in line with required rules, processes and using available system
  • Timely and accurate recording and checking of fraud related information to disseminate to relevant stakeholders
  • Ensure that activities are execute in a timely manner and accuracy
  • Administer merchant rewards after careful investigation of method applied in recovering the card
  • Contribute to the reduction in operational losses by providing efficient administrative support to the fraud team
  • Execute recovery activities in line with applicable standards and laws to maximize recoveries for the bank
  • Deliver exceptional service that exceeds customers expectations through proactive, innovate and appropriate solutions.

Education

National senior certificate (Grade12) -

Sinthumule secondary school

National Certificate : genetic management :level 5 - undefined

IMSIMBI TRAINING

Skills

    Understand customer needs by listening attentively and clarifying questions

    Express information clearly, concisely, and polite

    Help client troubleshoot and find solutions

    Handle inquiries promptly without rushing

    Adapt to different customer personalities and situations

    Create a positive experience for customer

    Stay updated on product changes

    Thank customer for their business

Timeline

PRIVATE CORE BANKING CALL CENTRE AGENT

First national
01.2024 - Current

FRAUD ADMINISTRATOR

First national bank
05.2021 - 06.2023

CRS/KYC Consultant

First national bank
9 2019 - 4 2021

National senior certificate (Grade12) -

Sinthumule secondary school

National Certificate : genetic management :level 5 - undefined

IMSIMBI TRAINING

Similar Profiles

CREATE PROFILE
MASHAMBA THEMBANI