Objective
An opportunity in CUSTOMER SERVICE ADVISOR tol utilise my experiences and provide me with new, versatile and challenging responsibilities.
Key Competencies
• Strong numerical ability
• Good listening and communication skills
• Customer service orientation
• Accuracy and attention to detail
• Problem solving
• Honesty and integrity
• Judgment
• Adaptability
Career Summary
Barclaycard/ Loan Processor
Loans Processing Center, Gemvas Gaborone, Botswana
March 2014-current
• Collect mail bags from mail room
• Prepare aide memoir for all applications
• Adhered to KYC processes.
• Make sure all applications are processed on Credit Decision Management System (CDM) and sybrin systems
• Make sure queries are recorded and sent them to branches daily
• Cover for Barclaycard Supervisor
• Make sure all Barclaycard documents are logged and sent to archives within TAT
• Make sure MI is compiled and sent to branches and stakeholders Daily
• Monitoring the volumes of the workload (incoming mail)
• Adhere to Active Capacity Management (ACM) and follow accordingly
March 2013 to March 2014
Branch Support Officer, Ramotswa Branch
• Act as principle point of contact between retail and operations through escalating all back office inquiries to the relevant operations department and tracking turn-around time on resolution
• Respond to telephonic customer enquiries
• Sort mail coming from customers and handing overall mail complaints to the banking hall executive for further follow up
• Complete monthly, quarterly, and yearly returns for signoff by branch manager. Returns include leave, cashier’s productivity, business continuity, aged analysis, check book returns and others as required.
• Iniate and open new accounts
• Act as a relief cashier
• Conduct snap checks as assigned
• Hold keys for safe custody boxes to act as second custodian when customers deposit or retrieve items, together with the branch coordinator. Receive or release safe custody items to customers as required
• Receive accounts closure requests from the banking hall executive and conduct pre closure checks as prescribed in the process.
• Follow up new leads and referrals stemming from fields activity and eventually turn them into sales
• Drive and deliver exceptional sales performance by identifying and meeting customers’ needs through cross selling of bank products
• Raise payment issues with customer and resolve
• Take part in events such as trade shows and seminars to market products of the bank
• Check and authorize all transactions above cashier transaction limits both physical and electronic transactions
• Transport custodians to different atms in and outside the workstation, and attends to any activity requiring transport.
February 2012 to February 2013
Customer Service Advisor
Barclays Bank Botswana (Molepolole Branch)
• Being the face of the bank by attending to customers as in when they enter the bank by servicing the enquiries counter or reception
• Own, manage and resolve customer queries at first point of contact
• Responsible for production of atm cards and destruction of captured cards
• Oder cheque books and credit cards for customers and provide statements and balances
• Receive and verify loan payments, mortgage payments and utility bill payments
• Record all transactions promptly, accurately and in compliance with bank procedures
• Iniate and open new accounts
• Answer inquiries regarding checking and savings accounts and other bank related products
• Explain, advise on and promote bank products and services to customers
• Collects information as well as feedback from field activity and coordinates with staff
• Follow up new leads and referrals stemming from fields activity and eventually turn them into sales
• Drive and deliver exceptional sales performance by identifying and meeting customers’ needs through cross selling of bank products
• Receives, logs and distribute mail
• Take part in events such as trade shows and seminars to market products of the bank
Barclays Bank (Molepolole)
October 2009 to February 2012
Teller
• Receives and count cash at the beginning of each shift
• Identify customers ,validate and cash cheques
• Record all transations promptly , accurately and in compliance with bank procedure
• Balance currency , cash and cheques in cash drawer at the end of each shift
• Explain , advise on and promote bank products and services to customers
• Accept cash and cheques for deposit and check accuracy of deposit slips
• Process cash withdrawals
• Perform specialized tasks such as preparing personal money orders, issuing travellers cheques, and exchanging foreign currency
02 September 2009 to 30 September 2009
Cashier
Home Corp
01 Till operator
02 Boudreaux- responsible for updating customers instalments on monthly basis
03 Responds to customers inquiries and queries to ensure customers satisfaction
Qualifications
13 June 2011-27 June 2011
Institute of Management and Development (IDM)
Certificate in supervisory Development
08 August 2011 to 15 august 2011
Botswana Red cross society
Certificate in first Aid
March 2005- September 2005
Gaborone Institute of professional studies (GIPS)
Single diploma in Public Relations
February 2001 to November 2002
Moeding College
BGCSE Certificate (Grades obtained 39 points)
1999 February to November 2000
Iphutheng Secondary School
Junior Certificate (Grades obtained B)
January 1991 to October 1997
PSLE (Grade Obtained B)
Awards Achieved
-Best leads provider (October 2012)Molepolole
-Best sales targets meets(November 2012)Molepolole
-Best employee of the month (December 2013)Molepolole
-Best employee of the month (June 2014) LPC
Training
• Customer service Training
• Fraud and signature Training
• Barclays build a brand marketing Training
• Barclays online training programs (Data quality, Data privacy, health and safety awareness, records management, sanctions, anti-bribery and corruption, physical security training and stress management)
• Barclays behaviours and values
Languages
English, and Setswana
