CV Profile No.108485

Experience in the following industries :

• Banking, insurance, finance
• Call centers, hotlines
• Consumer goods
• Education, training

Professional experience

• Sales and Customer Services Branch consultant
• Nedbank
• 02.2007 - 01.2014
• : Training of new joiners in the Personal Loans Department. : Taking incoming calls and capturing loan applications on the system. : Update customer with the progress of their loan applications. : Assisting new and existing client with loan application. : Marketing and promoting Nedbank financial products : Mitigating fraud and reporting any suspicious applications. : Handling and resolving customer queries and complaints. : Cross-selling other banking products (credit cards, investments etc.)

• Quality Assurance Coach
• Nedbank
• 06.2017 - 05.2020
• : Facilitate coaching sessions. : Ensure agreed customer service levels are achieved and maintained, analysis and report on service levels on a weekly basis. : Maintain QA check list per individual and department monthly : Conduct fraud awareness sessions. : Train staff members on how to verify client application documents : Assist Group Forensic with internal fraud cases involving staff : Identify gaps and make recommendations to improve the processes

• Compliance officer
• Nedbank
• 06.2020 - 12.2022
• : Ensuring that the compliance methodology is adhered to. : Develop Compliance Risk Profile. : Develop Compliance Risk Management Plans. : Identify Risks to business and develop mitigation processes. : Create Compliance Digital Risk Assessment for new digital initiatives. : Provide constant monitoring to ascertain effectiveness of controls. : Provide compliance signoffs on all marketing campaigns.