Retail International Banking Consultant - Absa Bank
(2023-06)
Provide operational, analytical, and tactical support across International Banking and FX solutions, enhancing service delivery and supporting business growth. Ensured all activities adhered to relevant control and compliance requirements and quality standards. Delivered service excellence to achieve high customer satisfaction and enhance the overall customer experience. Constantly sought to improve ways of working, sharing knowledge and best practices within the team.
- Analyse client transaction behaviour, volumes, and revenue trends, identifying opportunities to optimise product performance and improve client engagement.
- Collaborate with internal stakeholders across Business Banking, CIB, and Retail segments to deliver integrated client solutions.
- Assist in defining and tracking business requirements for digital enhancements, supporting migration from manual to digital platforms (e.g., Absa Access, Connected Banking).
- Develop and maintain product materials, FAQs, and client-facing communication, enabling Relationship Managers to better position FX and International Banking solutions.
- Support sales initiatives and campaigns, contributing to lead generation and improved conversion rates through data insights.
- Prepare performance reports (volume and margin trends) and present findings with actionable recommendations to improve commercial outcomes.
- Ensure adherence to risk, compliance, and governance frameworks, including maintaining documentation and supporting audit readiness.
- Assist in tracking and resolving client complaints in line with TCF principles, improving customer satisfaction and turnaround times.
- Contribute to client onboarding and digital adoption, ensuring smooth migration and improved user experience.
- Support sales enablement and training initiatives, including preparation of learning materials and system demonstrations.
Junior Sales Learner - Absa Bank
(2023-06)
- Grew the Absa customer base through new acquisition and increased the profitability of the identified customer portfolio.
- Executed proactive attraction, cross-selling, and retention strategies to meet and contribute toward the achievement of branch sales targets.
- Familiarized within the customer service department, successfully resolving complex customer queries.
- Delivered customer support services according to standard operating procedures to enhance the customer experience.
Online English Tutor - Call-force
(2016-08 - 2018-01)
- Applied in-depth understanding of course materials and tutoring tactics to successfully teach new students.
- Maintained precise records and statistics on student progress and performance to inform teaching strategy.
- Developed methods to teach independent study skills, enabling students to excel in their learning.
- Monitored student's progress, recorded scores, and provided crucial learning support.
Contact Centre Agent - Standard Bank
(2014-04 - 2015-03)
- Handled and resolved a high volume of client queries telephonically, ensuring prompt and satisfactory resolution.
- Contacted clients to confirm and address suspicious transactions, mitigating financial risk.
- Processed account closures and facilitated the issuance of new cards where necessary.
- Assisted clients with various account-related issues, demonstrating strong problem-solving skills.
Contact Centre Intern - Times Media
(2013-04 - 2014-03)
- Investigated and resolved customer inquiries and complaints quickly and professionally.
- Educated customers about billing, payment processing, support policies, and procedures.
- Captured data and updated systems with new client information, ensuring high data integrity.
- Exhibited high energy and professionalism when dealing with both clients and staff.
