Summary
Overview
Work History
Education
Skills
Career Aspiration
References
Professional Development
Personal Information
Timeline
Generic

Thulile Ngubane

Johannesburg

Summary

Dynamic Client Service Consultant with a proven track record at Sasfin Wealth, excelling in Enhanced Due Diligence and regulatory compliance. Adept at fostering client relationships and ensuring satisfaction through effective communication and problem-solving. Skilled in transactional monitoring and CRM systems, driving operational efficiency and compliance in fast-paced environments.

Overview

10
10
years of professional experience

Work History

Client Service Consultant (Mainline & Reception)

Sasfin Wealth
Sandton
04.2025 - Current
  • Operate the switchboard, ensuring that incoming calls are answered promptly and professionally, providing excellent service to clients.
  • Handle client inquiries and concerns with a calm and courteous approach, ensuring a positive customer experience and aiming for one-call resolution.
  • Direct calls and queries to the appropriate departments or individuals within Sasfin Wealth, ensuring efficient call management and issue resolution.
  • Manage reception desk duties, greeting clients and visitors in a professional and friendly manner, creating a welcoming environment.
  • Ensure the reception area, meeting rooms, and facilities are clean, organized, and adequately stocked, contributing to a professional and efficient atmosphere.
  • Manage and schedule appointments for clients and staff, ensuring smooth coordination and minimal scheduling conflicts.
  • Coordinate meeting room bookings and prepare rooms for client meetings, ensuring all necessary equipment and materials are available.
  • Handle incoming and outgoing mail and packages, ensuring accurate delivery and proper handling.
  • Take accurate messages for employees and ensure that they are promptly passed on to the relevant parties, maintaining communication flow.
  • Assist clients by providing them with necessary information and addressing their needs efficiently, ensuring client satisfaction and a positive experience.

Remediation Officer

Sasfin Bank
Sandton
04.2024 - 03.2025
  • Conducted Enhanced Due Diligence (EDD) reviews for corporate and individual clients, ensuring full compliance with regulatory requirements such as FICA, KYC, and AML.
  • Collaborated cross-functionally with Sales, Relationship Management, and Operations teams to execute comprehensive remediation processes for banking clients.
  • Captured and processed client applications on Sasfin Dynamics system, ensuring accurate and up-to-date client records.
  • Analyzed financial documents, providing detailed submissions to the Credit team within service level agreements (SLAs).
  • Performed transactional monitoring on client bank statements, validating alignment with business nature, client occupations, and sources of funds.
  • Prepared client facility letters and security documentation in alignment with credit approvals and regulatory compliance.
  • Logged Suspicious Transaction Reports (STR) and Suspicious Activity Reports (SAR), escalating potential risks appropriately.
  • Conducted Google searches and CIPC checks to verify client information and assess business legitimacy.
  • Utilized NICE Actimize for PEP (Politically Exposed Persons) screening, adverse media checks, and risk-rating clients.

EDD Specialist

Sasfin Bank
Sandton
12.2023 - 04.2024
  • Managed and reported all EDD assessments, providing submissions to the High-Risk Committee on high-risk clients.
  • Conducted risk assessments on high-risk clients, particularly those with adverse media articles or PEP statuses.
  • Ensured compliance by tracking and implementing EDD recommendations, with full audit documentation.
  • Performed transactional monitoring and ensured all client data met regulatory standards for risk assessment.
  • Supported the team in improving operational efficiency by managing administrative functions and ensuring accurate risk assessment.
  • Identified fraudulent documents.

Business Banking Administrator - Account Opening

First National Bank
Johannesburg
09.2018 - 10.2020
  • Led account opening processes, ensuring all documentation met compliance and regulatory requirements (CIPC, XDS, SAFPS).
  • Verified the identity and background of business owners, directors, and signatories through relevant documentation (e.g., ID, proof of address, business registration).
  • Managed business clients' profiles in Hogan, ensuring accurate document uploads and client data.
  • Ensured timely communication with clients for document collection, resolving issues and maintaining customer satisfaction.
  • Conducted training for new staff on KYC processes and compliance with banking regulations.
  • Ensured that all details of the account opening process were accurately updated in the bank's CRM and banking systems.
  • Assisted new business clients with the onboarding process by explaining the features and benefits of the banking services available to them.

Team Leader

First National Bank
Johannesburg
05.2018 - 08.2018
  • Led multiple projects focused on operational improvements and service enhancements.
  • Increased customer satisfaction by resolving issues promptly and improving team performance through training programs.
  • Oversaw credit report preparation and recommendations for loan approvals.
  • Prepared detailed credit reports and recommendations for loan approvals or denials.
  • Tracked existing loans to ensure that repayments were made on time and that there were no signs of deteriorating credit quality.
  • Determined the level of risk associated with granting credit to clients by reviewing financial statements, credit scores, and market conditions.
  • Ensured that all credit decisions complied with relevant regulations and bank policies.

Business Upgrades

First National Bank
Johannesburg
07.2017 - 05.2018
  • Managed business account upgrades from Gold DDA to BE Platinum, ensuring compliance with regulatory and internal standards.
  • Enhanced operational workflows and documentation processes, improving turnaround times and client satisfaction.
  • Ensured that all business account upgrades complied with legal and regulatory requirements, including KYC, AML, and other financial regulations.
  • Regularly reviewed business accounts to identify opportunities for upgrades based on the business's needs and growth potential.
  • Guided business clients through the process of upgrading their accounts, including necessary documentation and the setup of new banking tools or services.

Business & Individual KYC

First National Bank
Johannesburg
05.2015 - 06.2017
  • Conducted KYC (Know Your Customer) processes, ensuring compliance with all regulatory requirements.
  • Analyzed client profiles and transaction histories to assess risks and prevent money laundering activities.
  • Managed communications with clients to gather KYC documentation, escalating discrepancies and suspicious activities to compliance teams.
  • Collected and verified documents related to the business's ownership structure, legal registration, tax ID, and operational details.
  • Confirmed the individual's risk profile, considering factors such as occupation, income, and transaction patterns.
  • Identified and verified the business owners, directors, and authorized signatories.
  • Communicated with businesses to clarify or request additional information if any issues arose during the KYC process.

Education

National Diploma - Public Relations

Oval International College
Durban
01.2014

Grade 12 -

Nyoniyezwe High School
Greytown

Skills

  • Enhanced Due Diligence (EDD)
  • Regulatory Compliance (FICA, KYC, AML)
  • Customer Relationship Management (CRM)
  • Document verification
  • Customer service
  • Data Analysis & Reporting
  • Transactional Monitoring
  • Team Leadership & Training
  • Banking Software & Systems (Hogan, Sigma, Dynamics, NICE Actimize, Enterprise)
  • Suspicious Transaction Reporting (STR)
  • Client Onboarding & Documentation

Career Aspiration

I aim to contribute to an inclusive and diverse workplace, where I can leverage my expertise in banking compliance and customer service to help enhance the customer experience and drive operational excellence in the financial sector.

References

  • Solomon Makhubo, Team Leader, First National Bank, +27 71 865 8572
  • Ethan Shirto, Manager, First National Bank, +27 79 798 8691
  • Obonolo Rapoo, Team Leader, Sasfin Bank, obonolo.rapoo@sasfin.com
  • Bonolo Ditira, Supervisor, Sasfin Bank, bangwe.ditira@sasfin.com

Professional Development

  • Continuous training in compliance, risk management, and customer relationship management.
  • Regular participation in workshops focused on regulatory changes and best practices in banking operations.

Personal Information

  • ID Number: 9306080415088
  • Dependents: Yes
  • Title: Client Service Consultant
  • Date of Birth: 08/06/93
  • Nationality: South African
  • Driving License: Yes
  • Marital Status: Single

Timeline

Client Service Consultant (Mainline & Reception)

Sasfin Wealth
04.2025 - Current

Remediation Officer

Sasfin Bank
04.2024 - 03.2025

EDD Specialist

Sasfin Bank
12.2023 - 04.2024

Business Banking Administrator - Account Opening

First National Bank
09.2018 - 10.2020

Team Leader

First National Bank
05.2018 - 08.2018

Business Upgrades

First National Bank
07.2017 - 05.2018

Business & Individual KYC

First National Bank
05.2015 - 06.2017

National Diploma - Public Relations

Oval International College

Grade 12 -

Nyoniyezwe High School

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Thulile Ngubane