THEMBEKILE YIKA
Administrator/Client Services
Three Rivers
Summary
Results-driven banking professional with 9 years of banking administration experience, including customer service and 4 years in telephonic sales. Consistently met and exceeded sales targets while delivering exceptional customer support. Holds a Banking NQF Level 5 qualification and is pursuing Financial Markets and Instruments (NQF 6) at Chartall Business College.
Overview
1
1
Language
16
16
years of professional experience
Work History
Secure Chat
FNB Credit Card
10.2024 - Current
- e-commerce transactions done on a 3rd party website
- Utilized secure platforms to provide top-notch support to FNB customers, ensuring confidential and compliant communication.
- Error on the merchant page when doing online shopping.
- Analyzed card decline cases and communicated insights to enhance service quality.
- Verifying card on wallet
- System Used: Hogan, Outlook, Visa Customer service, Visa Access, Power Card, Tracking Tool
EDD Offshore Analyst
PSG Wealth
06.2024 - 09.2024
- Conducted in-depth research and analysis on high-risk offshore accounts and clients to identify potential AML/CTF risks
- Gathered and evaluated relevant information from various sources, including public records, sanctions lists, and internal databases
- Compiled EDD reports on offshore accounts detailing source of funds, beneficial ownership, and transaction activities to inform risk assessments
- Developed and implemented effective risk mitigation strategies to ensure compliance with regulatory requirements
- Coordinated with internal stakeholders to align EDD processes with AML/CTF frameworks, enhancing compliance and operational efficiency
Client Service Support Specialist
Nedbank CIB
11.2023 - 05.2024
- Tracked payments, delivering clients details on deposits, debits, and swift copies for global payments.
- Assisting clients with downloading stamped statements and Bank Confirmation letters.
- Requesting third- Party banks' deposit information from BankServ.
- Delivered client support by resolving queries efficiently, enhancing overall client satisfaction.
- Facilitated client onboarding and digital self-service enablement for smoother user experiences.
- Adhering to the daily schedule to ensure that targets are met by following a work plan
- System Used: LSI, BankServ, Alchemy web, SQL, CRM, CAP, Business HUB and EWOK
Secure Chat
FNB Credit Card
10.2022 - 10.2023
- Utilized secure chat platforms to deliver exceptional support for FNB customers, ensuring compliance and confidentiality in all communications
- Collaborated with internal teams, including fraud prevention and account management, to effectively resolve complex customer issues through secure chat.
- Arranged and ordered cards based on client requests to ensure timely delivery.
- System Used: Hogan, Outlook, AMI and courier systems (Takealot, DSV and CCD)
ADMINISTRATOR
FNB Commercial Merchant Services
12.2020 - 12.2021
- Achieved SLA targets consistently
- Utilized multiple systems to resolve exceptions effectively
- Performed various tasks as needed to support team operations
- System Using: Remedy, ADB and Spreadsheet
- Left position due to contract completion
ADMINISTRATOR (MIGRATION)
FNB Credit Card
02.2019 - 09.2020
- Implemented data privacy and security measures to protect sensitive information.
- Validated and verified data for accuracy and completeness to support compliance requirements.
- Validate and verify data accuracy and completeness.
- Conduct quality assurance reviews to ensure data integrity and accuracy.
- Conducted quality assurance reviews to maintain data integrity and accuracy standards.
- System Used: Hogan, Sigma, PLEXUS, IVS Portal and XDS
- Reason for leaving: Project Ended
ADMINISTRATOR
FNB IKYC
05.2016 - 01.2018
- Collected and verified customer documents (e.g., ID, proof of address)
- Ensured accuracy and completeness of documents
- Collect and verify customer documents (e.g., ID, proof of address and)
- Updated customer records regularly
- Monitored compliance with regulatory requirements
- Utilized Hogan, Sigma, PLEXUS, IVS Portal, and XDS systems to manage customer data.
- Reason for leaving: Contract Ended
Sales Consulted
FNB Direct
05.2014 - 03.2015
- Demonstrated excellent phone etiquette and communication skills to enhance customer interactions
- Meet and exceed sales targets and performance metrics
- Excellent phone etiquette and communication skills
- Provide exceptional customer service and support over the phone
- Provided support for digital banking and online services to enhance customer experience.
- Stay up to date with industry trends and competitor offerings
- Monitored industry trends and competitor offerings to inform sales strategies and product knowledge
- Strong organizational and time management skills
- Delivered exceptional customer service and support over the phone, fostering customer loyalty
- Completed contract obligations with organization after project conclusion.
Sales Consulted
ABSA Insurance and Financial Advisors
03.2013 - 03.2014
- Achieved business targets through strategic planning and execution.
- Anticipated client needs and customized value-adding solutions for portfolio.
- Maximized cross-sell opportunities within business portfolio and strengthened client relationships.
- Manage own development to increase own competencies.
- Reason for leaving: Contract Ended
Sales Consulted
Private Label Promotions
06.2012 - 02.2013
- Achievement of targets for business.
- Manage own development to increase own competencies.
- Cold Calling for new Business
- Commission base salary
Sales Consulted
Atlas Finances
03.2011 - 02.2012
- Achievement of targets for business.
- Understand, read and anticipate client's needs, customized value adding solutions to portfolio of clients
- Maximise Business Portfolio cross sell opportunities and strengthen client relationships.
- Manage own development to increase own competencies.
Education
Banking NQF Level 5 -
Chartell Business College
01-2023
Short Course - undefined
Cornerstone HR
01-2007
MATRIC - undefined
Residensia Secondary School
01-2005
Skills
Microsoft Excel
Microsoft PowerPoint
Microsoft Word
Analytical
Integrity in compliance
Client-focused
Team collaboration
Critical thinking
Persistent
Organized
Problem solver
Thrive in a collaborative environment
Adaptable and curious
PERSONAL DETAILS
- Cellphone Number: 063xxx890
- E-Mail: thembiyika@gmail.com
- Residential Area: 53 Brand Muller Drive Three Rivers Vereeniging 1935
- Notice period: 30 Days
Personal Information
Nationality: South African
Timeline
Secure Chat
FNB Credit Card
10.2024 - Current
EDD Offshore Analyst
PSG Wealth
06.2024 - 09.2024
Client Service Support Specialist
Nedbank CIB
11.2023 - 05.2024
Secure Chat
FNB Credit Card
10.2022 - 10.2023
ADMINISTRATOR
FNB Commercial Merchant Services
12.2020 - 12.2021
ADMINISTRATOR (MIGRATION)
FNB Credit Card
02.2019 - 09.2020
ADMINISTRATOR
FNB IKYC
05.2016 - 01.2018
Sales Consulted
FNB Direct
05.2014 - 03.2015
Sales Consulted
ABSA Insurance and Financial Advisors
03.2013 - 03.2014
Sales Consulted
Private Label Promotions
06.2012 - 02.2013
Sales Consulted
Atlas Finances
03.2011 - 02.2012
MATRIC - undefined
Residensia Secondary School
Short Course - undefined
Cornerstone HR
Banking NQF Level 5 -
Chartell Business College