Catherine Nkadimeng

I hold a National Certificate in Banking and successfully completed the FAIS RE Exam in 2017. I have 13 years' experience in a customer facing branch setting and 5 years in a non-customer call center setting. I am well versed in the sub-segment value proposition and strategy, the Code of Banking Practice, Financial Advisory and Intermediary Services Act, credit behavioral and application scoring principles and systems and risk management principles and practices.

Offering strong leadership and problem-solving skills with knack for driving projects to completion. Knowledgeable about managing budgets, coordinating teams and ensuring customer satisfaction. Consistently works to attract new business opportunities.

Skills in administrative oversight, recruitment processes and customer service improvement and managing reports

Universal Banker at Standard Bank (2019-08 – 2024-07)

Customer-facing banking role focused on resolving customer requests, managing accounts, and promoting electronic banking channels.

• Resolves customer requests tactfully and within set service level agreements (SLA's), whilst not compromising the client or the bank's interests / reputation
• Answers telephones/emails within laid-down time frames and ensures that abandoned calls/emails are kept to a minimum
• Acquires and opens new accounts and cross sells additional products and services in line with customer needs by identifying and referring sales leads to other business stakeholders (where relevant)
• Ensures that queries/problems are logged, investigated and resolved promptly
• Promotes the use of banking electronic channels (e.g., Internet and Mobile App, etc.)

Team Leader Customer Service at Standard Bank (2013-01 – 2024-12)

Leadership role managing team dynamics, customer service excellence, compliance, and branch operations.

• Balancing Various Responsibilities: skillfully manage both people and processes
• Key Skills: Effective communication, time management, and conflict resolution
• Strategic Influence: inspires and forms strategic directions for the team
• Day-to-Day Role: Includes coordinating tasks, providing feedback, and ensuring team cohesion
• Managing Team Dynamics
• Setting Goals and Objectives
• Resolution and Problem Solving
• Train the staff to resolve complaints appropriately to maintain the customer satisfaction
• Ensured compliance with the company policies and regulations by conducting the regular audits
• Maintain high service standards through regular reviews of quality control measures
• Do team building as they crucial for creating strong interpersonal relationship among the team
• Control budget of the branch
• Oversee the entire day in day all department service
• Ensure performance management its done

Service Consultant at Standard Bank (2010-08 – 2013-09)

Customer service and account opening role with focus on KYC and EDD compliance.

• Passed sales leads onto the Banker for execution
• Ensured the Know Your Customer (KYC) reports and Enhanced Due Diligence (EDD) reports are actioned
• Drove customer service excellence in order to add value and contribute to the overall profitability of the branch
• Open the accounts for customers

Bank Teller / Enquiries Clerk at First National Bank (2008-08 – 2010-05)

Cash handling and customer service role with focus on compliance and security.

• Attended to cash deposits, bulk deposits, and withdrawals in line with laid-down procedures
• Attended to value transactions
• Adhered to all laid-down policies and procedures regarding the handling, locking and security of cash
• Loaded good quality notes in the ATM machines in accordance with the South African Reserve Bank minimum requirements
• Balancing books day to day
• Adhere to rules and regulations

National Certificate in Banking – Institution of Bankers & Damelin (2005-01 – 2005-12)

Examination in FAIS RE Exam – FAIS/FPI (2017-01 – 2017-12)

Matric in General Education – Marven Harvey (1997-01 – 1997-12)

Bachelor in Human Science – Unisa