Xoliswa Eze
Turfontein
Summary
Experienced Service Specialist with 18 years in Operations and Sales, specialising in Non Resident and Embassy Banking. Demonstrates strong leadership in individual and team management, with expertise in Exchange Control, Client Profile Management, and Client Retention. Focused on enhancing client experiences and resolving complex issues while ensuring compliance and meeting organisational objectives.
Overview
2
2
Languages
21
21
years of professional experience
Work History
Service Specialist
NEDBANK LTD
01.2023 - Current
- Exceed client expectations by offering the right service and the right solution.
- Fostered mutual trust and confidence by delivering expert client service and support.
- Built and maintained long-standing client relationships by leveraging digital and technical expertise to resolve escalated issues.
- Facilitated client interactions with tailored solutions
- Understood client needs by delivering tailored financial solutions with a focus on care and responsiveness.
- Educate clients and potential clients on how to subscribe and service their account on the Nedbank self-service platforms.
- Use expertise and relevant insights to solve client needs relating to self-service, features and digital functionality.
- Promoted client-centric values in service delivery
- Act in the client's interest, inform the client, do what you say and promise, take accountability, and go the extra mile.
- Prevent fraud, risks and losses by referring any occurrences outside of mandate or authentication procedure to relevant management.
- Ensures that technical issues relating to cash equipment and devices are resolved by logging calls with the IT help-desk.
- Assist Client Advisors and Client Support Specialists with complex queries and complaints.
- Managed daily operational tasks effectively
- Manage the daily, weekly and monthly control activities.
- Adhere to metrofiling processes and archiving of documentation.
- Manage Document Management Portal and Branch Admin Centre escalations.
- Action ARIBA system requests.
- Ensured adherence to compliance regulations
- Adhere to Nedbank security, operational and compliance procedures and policies.
- Contribute to the success of Nedbank through meeting your service excellence, teamwork and personal development goals.
Relationship Manager
NEDBANK LTD
01.2020 - 01.2023
- Onboarded and managed portfolio of overseas clients, ensuring tailored service delivery
- Identified and fulfilled client needs to enhance overall client satisfaction
- Provide client relationship support to Branches
- Cultivated strong client relationships, resulting in increased satisfaction and loyalty.
- Executed sales strategies to drive revenue and meet client needs.
- To meet and achieve sales targets.
- Assessed and managed potential risks to protect company assets.
- Client analyst
- Delivered strategic guidance to clients for improved business outcomes.
- Coordinated administrative tasks to support team efficiency.
- Established connections with industry professionals to enhance collaboration.
- Maintain Audit Compliance with the South African Reserve Bank
- Key responsibilities:
Sales Manager/ Admin Manager
NEDBANK LTD
01.2014 - 01.2019
- Outlined key roles and expectations.
- Contribute to a culture conducive to the achievement of transformation goals.
- Conduct service related workshops and training interventions to improve customer service.
- Monitored adherence to service standards and strategies through observation and measurement, recommending corrective actions.
- Collaborate with key stakeholders to identify initiatives to ensure achievement of sales and service targets.
- Support relevant areas to achieve sales and service objectives by highlighting gaps and opportunities.
- Conduct regular checks on sales claimed and leads provided to ensure compliance with policy and procedures.
- Monitored budget to prevent overspend on marketing and sales within the region.
- Drive activation and entrench sales to improve revenue generating accounts.
- Focus on portfolio tilt and drive relevant products to increase revenue.
- Plan and implement local area marketing activities.
- Increase sales by researching market and identifying sales opportunities and ensuring fulfilment.
- Drove daily sales disciplines by identifying shortfalls and implementing corrective actions.
- Improve productivity and participation through daily focus on sales levers.
- Measure and drive sales leads and usage of relevant sales systems to improve cross selling opportunities.
- Improve cross sell through driving digital enticement by identifying lost opportunities and communicating these to relevant stakeholders.
- Support the achievement of the business strategy; objectives and values by reviewing Nedbank and Business Unit Plan and ensuring delivered systems; process; services and solutions are aligned.
Relationship Manager
NEDBANK LTD
01.2008 - 01.2014
- Developed and maintained strong client relationships, enhancing client loyalty and retention.
- Engaged with customers to effectively promote and sell products, contributing to revenue growth.
- Identified and fulfilled client needs, improving overall customer satisfaction.
- On boarding and managing existing portfolio of Overseas/ Foreign Clients
- Provide client relationship support to Branches
- Provided expert advice to clients on various projects and initiatives.
- Built professional connections to expand business opportunities and collaborations.
- Identified and assessed potential risks to inform strategic decisions.
- Maintain Audit Compliance with the South African Reserve Bank
- Oversaw administrative tasks to ensure smooth office operations.
- Client analyst
- To meet and achieve sales targets.
- Key responsibilities:
Administrative officer
NEDBANK LTD
01.2007 - 01.2008
- Provided comprehensive administrative support to Relationship Manager, facilitating client interactions.
- Liaise with clients and resolve client queries
- Outlined daily tasks and duties to enhance team workflow.
- Maintain and distribute branch workflow
- Maintained and updated departmental statistics to inform decision-making.
- Capturing of payments (local and overseas transfers)
- Reconciliation of the General ledger
- Completed filing and verification of client files.
Receptionist
NEDBANK LTD
01.2006 - 01.2007
- Handled incoming calls to ensure seamless communication
- Coordinated and maintained managers' diary for optimal scheduling
- Key responsibilities:
Education
Advanced Certificate - Management
Milpark Education
Johannesburg, GPCertificate - NLP and Life Coach
School of life
Johannesburg, GPCertificate - Foundation Management Development Programme
GIBS Business School
Sandton, GPFirst level Regulatory Examination - Representatives (RE5)
Certificate - Business Management N4
Financial Management N4 - Financial Accounting N4; Computerized Financial Systems N4)
Financial Management N5 - Financial accounting N5; Cost and Management N5; Entrepreneurship and Business Management N5; Computerized Financial Systems N5)
Matric -
Skills
- Management
- Portfolio Management
- Problem Solving
- Time-management
- Professionalism
- Client education
- Target driven
- Administration expertise
- Analytical
- Risk Management
- Positive attitude
- Strong work ethic
- Customer Service
- Communication skills
- Multi-tasking
- Document management
- Escalation handling
Languages
English
Advanced
C1
Afrikaans
Elementary
A2
REFERENCES
- Mr T D, Mashigo, Area Manager, Line Manager, +27 11 480-3771, +27 76 619 9006
- Leonie, van den Berg, +27 11 234 5614, +27 82 902 1052
Other Educational Interventions done with Nedbank:
- MDP - Manager of Self Role Orientation Workshop
- MS Office 2007
- Business Writing 1
- Time Management
- MS Excel Basic
- MS Outlook Introduction
- MS Excel Advanced
- RE1 Exam
- HIV/AIDS Awareness
Personal Information
- Dependants: 2
- Languages: English, Xhosa and South Sotho
Timeline
Service Specialist
NEDBANK LTD
01.2023 - Current
Relationship Manager
NEDBANK LTD
01.2020 - 01.2023
Sales Manager/ Admin Manager
NEDBANK LTD
01.2014 - 01.2019
Relationship Manager
NEDBANK LTD
01.2008 - 01.2014
Administrative officer
NEDBANK LTD
01.2007 - 01.2008
Receptionist
NEDBANK LTD
01.2006 - 01.2007
Advanced Certificate - Management
Milpark Education
Certificate - NLP and Life Coach
School of life
Certificate - Foundation Management Development Programme
GIBS Business School