Zinto Mnisi

• Engages with customers in order to understand what matters to the customer and deliver against those demands.
• Validates the customer’s regulatory status (e.g., KYC, POPI, etc.).
• Identifies authenticity of the customer (where required) in order to prevent disclosure of information to unauthorized persons.
• Takes ownership of every demand and provides the customer with an immediate response (depending on the nature of the demand) or facilitates the completion of the customer demand. Drives one-and-done as far as possible – updates relevant systems with history notes as applicable.
• Understands the risks associated with the customer demand and adheres to all risk and compliance requirements when executing on demand.
• Deals with customer enquiries, ranging from product questions to customer account activities.

Deliver on customer demand – account opening (personal customers only)

• Discloses to customers that he/she is acting under supervision along with other relevant FAIS disclosures, and ensures business processes are followed to ensure the customer receives this in writing.
• Manages the risks associated with new accounts, mandates and specimen signatures (physical branch only) by adhering to risk and compliance requirements (e.g., use of online fingerprint verification, scanning at source, eSign, etc.).
• Opens new accounts (including on-boarding), transfers, amends and closes accounts according to laid down procedures (e.g., confirmation of employment, completes AML mandatory fields, etc.).
• Ensures that customers are fully informed of their rights and obligations to the bank in accordance with the Code of Banking Practice.
• Gathers and completes accurate data for the opening of loan accounts (e.g., secured and unsecured) and granting of facilities.
• Refers matters outside scoring criteria, with the appropriate information, to the Credit Evaluation Manager for further investigation.

Completes Financial Needs Analysis and Record of Advice documents under supervision for Credit applications

• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
• Used consultative sales approach to understand customer needs and recommend relevant offerings
• Met all customer call guidelines including service levels, handle time and productivity
• Reduced process inconsistencies and effectively trained team members on best practices and protocols
• Followed up with customers about resolved issues and completed and to maintain high standards of customer service
• Promptly responded to inquiries and requests from prospective customers
• Provided onboarding and guidance to other sales representatives to meet sales goals while growing opportunities for business
• Delivered excellent customer service, resulting in consistent 100% customer satisfaction rating
• Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer base
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.

• Engages with walk-in customers in order to understand what matters to the customer (i.e. determine the what, why, when, where and how) and delivers against those demands.
• Identifies authenticity of the customer (where required) in order to prevent disclosure of information to unauthorized persons (e.g., knows how to identify the customer).
• Takes ownership of every cash demand and provides the customer with an immediate response (depending on the nature of the demand) or facilitates the completion of the customer demand.
• Understands the risks associated with the handling of cash related demands (e.g., follows effective controls to minimize risk).
• Deals with general customer enquiries (as and when necessary) ranging from product questions to customer account activities (e.g., statements, debit order information, etc.)

• Engages with walk-in customers in order to understand what matters to the customer (i.e. determine the what, why, when, where and how) and delivers against those demands.
• Identifies authenticity of the customer (where required) in order to prevent disclosure of information to unauthorized persons (e.g., knows how to identify the customer).
• Takes ownership of every cash demand and provides the customer with an immediate response (depending on the nature of the demand) or facilitates the completion of the customer demand.
• Understands the risks associated with the handling of cash related demands (e.g., follows effective controls to minimize risk).
• Deals with general customer enquiries (as and when necessary) ranging from product questions to customer account activities (e.g., statements, debit order information, etc.)

• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
• Used consultative sales approach to understand customer needs and recommend relevant offerings
• Met all customer call guidelines including service levels, handle time and productivity
• Reduced process inconsistencies and effectively trained team members on best practices and protocols
• Followed up with customers about resolved issues and completed and to maintain high standards of customer service
• Promptly responded to inquiries and requests from prospective customers
• Provided onboarding and guidance to other sales representatives to meet sales goals while growing opportunities for business
• Delivered excellent customer service, resulting in consistent 100% customer satisfaction rating
• Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer base
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.