Tshepo Gumbi
Officer Fraud Risk Management
Johannesburg
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
10
10
years of professional experience
Work History
Inbound Officer, Fraud Risk Management
Standard Bank
01.2024 - Current
- Resolves personal customer for e.g. Segment, Transactional, Risk, Self Service and or Secured Lending sales and service-related queries (e.g., opens investment accounts, etc.).
- Listens to the customer and asks appropriate questions and tries to understand the customer’s needs/concerns/situation.
- Maintains the correct conversational flow during calls.
- Displays appropriate levels of care, concern and empathy whiles resolving the customer’s query.
- Logs service requests (queries and complaints) accurately for resolution.
- Actions all personal work list items within the agreed timeliness.
- Accurately captures, updates or amends customer information and history notes.
- Accurately captures all the fraudulent transactions
- Reason for leaving: Current position
Universal Banker
Standard Bank
01.2020 - 01.2023
- Call center
- Stopping of cards (fleet cards, business and individual cards)
- Fraud analysis
- Ordering of cards
- Sales
- Generation manual authorization codes for Merchants
- Tracing customer cards
- KYC for business and individual
- Generating 3D secure codes
- Determine personal customer demand
- Deliver on customer demand
- Information collation, analysis and reporting
- Code 10 checks
- Manual authorization on cards
- Pending outstanding card authorization
- Reason for leaving: Personal Growth
Service Consultant
First National Bank
01.2019 - 01.2020
- Call center
- Cancellation of bond accounts
- Cancellation of comprehensive insurance on bond accounts
- Issuing of title deeds to customers
- KYC documents for paid up bonds
- Refunds for paid up bonds with credit balance
- Settlement balances for bonds accounts
- Collection on home loan accounts
- Sales
- Reason for leaving: Temp Position
Admiration
Dee’s Training
01.2016 - 01.2018
- Administering IT User needs
- Customer service
- Complaints Management
- Reason for leaving: Personal Growth
Education
Business Analysis -
Altron Bytes
01.2020
Harambee - undefined
Bridging course
09.2019
National Diploma - Accounting
University of Johannesburg
01.2016
Matric - English FAL, Sepedi HL, Mathematical Literacy, Accounting, Business study, Economics, Life orientation
Namedi Secondary School
01.2011
Skills
Customer support
Listening & communication
Analytical
Teamwork
Data Capturing
Retail Sales Operations
Service Fulfillment
Service Management
Service Level Agreement (SLA)
Talent Development
Social Responsibility
Regulatory Compliance
Interactive Communication
Sales Management
Risk Mitigation
Relationship Building
Workflow Adherence
Problem Solving Skills
Leadership
Process Management
Online Banking
Social CRM
Customer Retention
Customer Service
Data Analysis
Query Management
Resolving Conflict
Digital Transformation
Entrepreneurship
Escalated Query Handling
FAIS Compliance
Financial Regulation
Financial Acumen
Financial Services
Interpreting financial statements
Internet Fraud Prevention
Call Analysis
Loan Applications
Loan Analysis
Ethical Standards Adherence
Matrix Theory
Negotiation Skills
References
- Buhle, Mdakane, 011 431 0550
- Susan, Brown, SBrown@fnb.co.za, 0877360860
- Molobelo, Rampedi, Molobele.Rampedi@standardbank.co.za
- Sibusiso, Sithole, Sibusiso.Sithole2@standardbank.co.za
Timeline
Inbound Officer, Fraud Risk Management
Standard Bank
01.2024 - Current
Universal Banker
Standard Bank
01.2020 - 01.2023
Service Consultant
First National Bank
01.2019 - 01.2020
Admiration
Dee’s Training
01.2016 - 01.2018
Harambee - undefined
Bridging course
National Diploma - Accounting
University of Johannesburg
Matric - English FAL, Sepedi HL, Mathematical Literacy, Accounting, Business study, Economics, Life orientation
Namedi Secondary School
Business Analysis -
Altron Bytes