Yanelisa Mthwa
Service consultant
Cape Town
Summary
Dedicated and results-driven Service Consultant with 6 years of experience in the banking sector, specializing in customer service and financial solutions at Capitec Bank. That holds a National Diploma in Cost and Management Accounting from the Cape Peninsula University of Technology and am currently pursuing a Certificate in Banking. Proven ability to effectively communicate with clients, assess their needs, and provide customized banking solutions to enhance customer satisfaction. Skilled in managing inquiries, resolving issues, and maintaining strong client relationships while adhering to regulatory standards and company policies. Driven to achieve outstanding service excellence and foster a positive banking experience for customers.
Overview
6
6
years of professional experience
Work History
Service Consultant
Capitec Bank
08.2018 - Current
- Customer Education and Support: Educate clients on the use of online banking platforms and mobile applications. Address and resolve inquiries regarding account balances, transaction history, service charges, and interest rates, enhancing the overall customer experience.
- Relationship Management: Cultivate and maintain strong customer relationships by understanding their financial needs and providing tailored solutions. Address and resolve customer complaints to boost satisfaction and trust.
- Transaction Processing: Efficiently process a high volume of transactions, ensuring accuracy and minimizing wait times. Log cashier's checks and other transactions, maintaining meticulous account records. Manage the removal of mutilated currency and provide essential account documentation.
- Product Knowledge and Sales: Utilize extensive knowledge of bank products and services to provide relevant recommendations. Successfully sell and cross-sell banking products to both new and existing customers, aligning solutions with their financial needs.
- Training and Compliance: Assist in training new tellers on bank procedures and policies, ensuring adherence to best practices. Monitor and report suspicious activities in line with bank security policies, contributing to a secure banking environment.
- Operational Accuracy: Reconcile cash drawers with precision and resolve discrepancies efficiently. Conduct high-volume money counts, both manually and with machines, maintaining operational accuracy and integrity.
- Communication and Follow-Up: Serve as the primary point of contact for customer inquiries and account maintenance, leveraging strong communication skills. Follow up on issues and provide solutions to enhance customer satisfaction.
Education
Diploma - Accounting
Cape Peninsula University of Technology
Cape Town, South Africa 04.2001 -
Skills
Sales expertise
Customer Relations
Client Relationship Building
Telemarketing expertise
Account Management
Customer Service
Attention to Detail
Strong Work Ethic
Computer Skills
Handling Customer Complaints
Data Entry
CRM Software
reference
Asanda Mavume Branch manager 067832 0968
Timeline
Service Consultant
Capitec Bank
08.2018 - Current
Diploma - Accounting
Cape Peninsula University of Technology
04.2001 -
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