Tiyiselani Lynn Mathebula
Processing Agent
Soweto
Summary
Dedicated and detail-oriented professional with 2 years of experience in customer service at SunBet. Seeking the Processing Agent position at SunBet to contribute to efficient transaction management and exceptional customer support. Proven ability to conduct thorough investigations into suspicious activities, ensuring compliance with regulatory standards. Currently enrolled in an Anti-Money Laundering course to enhance knowledge in fraud prevention and due diligence practices. Recognized for strong analytical skills, exceptional communication abilities, and a commitment to maintaining high standards of accuracy and customer satisfaction.
Overview
2
2
years of professional experience
5
5
years of post-secondary education
Work History
Telebet Operator
Sun International (SunBet)
Sandton
03.2023 - Current
- Provide exceptional customer service by assisting clients with sports-related queries through calls, chats, and emails, demonstrating strong interpersonal and communication skills, Managed over 45 000 interactions.
- Verify customer FICA (Financial Intelligence Centre Act) documents to ensure compliance with local regulations, facilitating the onboarding process and maintaining organizational standards.
- Assist customers with inquiries and issues related to payments, providing high-quality service.
- Conduct thorough investigations into fraud cases, escalating findings to the Fraud and Risk Department for further analysis.
- Identify and escalate linked accounts for additional scrutiny, contributing to the organization's overall risk management strategy.
- Stay well-versed in SunBet policies and terms and conditions, ensuring all actions comply with regulatory requirements and internal guidelines.
- Collaborate with various departments to address and resolve escalated queries, showcasing strong teamwork and problem-solving abilities.
Marketing Intern
Sun International (SunBet)
Sandton
10.2022 - 03.2023
- Assisted with customer service operations by addressing inquiries and resolving issues, similar to the responsibilities of a Telebet Operator.
- Verified customer FICA documents and supported compliance efforts.
- Conducted investigations related to fraud and account linking, providing findings to the relevant teams for analysis.
- Collaborated with internal teams to ensure seamless communication and issue resolution.
- Executed on-site promotions to educate customers about MVG promotions and clarify terms and conditions of SunBet MVG bonus promotions.
- Successfully persuaded customers to register accounts with SunBet online, contributing to enhanced brand engagement and customer acquisition efforts.
- Educated customers on SunBet's online policies, ensuring clarity and adherence to company guidelines during promotions and account registrations.
Education
Certificate - Anti- Money Laundering
Allison
South Africa 11.2024 - Current
Certificate - Management
Training Force
Santon 04.2024 - Current
Certificate - Digital Marketing
University of Witwatersrand
Santon 04.2024 - 08.2024
Diploma - Marketing
University of Johannesburg
Johannesburg, South Africa 02.2020 - 03.2023
Higher Certificate - Marketing And Sales
University of Johannesburg
Johannesburg 02.2019 - 02.2020
Skills
- Analytical Skills: Proficient in assessing complex issues and identifying actionable solutions, especially within regulatory frameworks
- Technical Proficiency: Strong computer skills with the ability to navigate web resources securely; adept at using third-party tools for investigations
- Communication: Exceptional verbal and written communication skills, ensuring clear and professional interaction with customers and team members
- Multitasking: Ability to handle multiple tasks simultaneously while maintaining a high standard of work quality and meeting deadlines
- Attention to Detail: Strong focus on accuracy and detail in document verification and investigative processes
- Investigative Skills: Proficient in gathering and analyzing data from various sources to support fraud investigations and ensure accurate reporting
- Regulatory Compliance: Knowledgeable in compliance requirements and regulatory frameworks, particularly in relation to anti-money laundering (AML) and fraud prevention
- Fraud Detection and Prevention: Experienced in identifying fraudulent activities, including credit card fraud and money laundering, through thorough investigations and analysis
Timeline
Certificate - Anti- Money Laundering
Allison
11.2024 - Current
Certificate - Management
Training Force
04.2024 - Current
Certificate - Digital Marketing
University of Witwatersrand
04.2024 - 08.2024
Telebet Operator
Sun International (SunBet)
03.2023 - Current
Marketing Intern
Sun International (SunBet)
10.2022 - 03.2023
Diploma - Marketing
University of Johannesburg
02.2020 - 03.2023
Higher Certificate - Marketing And Sales
University of Johannesburg
02.2019 - 02.2020
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