Dean Wingrove

Dependable and hardworking professional with extensive experience in financial services and customer relations. Skilled in administration, lending operations, and client support, with a proven ability to optimize processes, meet deadlines, and deliver exceptional service. Passionate about building strong relationships, mentoring colleagues, and driving impactful improvements within teams.

Senior Administrator at Old Mutual Finance (2023-07 – 2025-10)

Provide operational and administrative support within the lending division, ensuring accuracy, compliance, and efficiency in loan processing and customer service. Act as a key escalation point for complex cases, while mentoring junior staff and driving service excellence.

• Validate and analyse monthly member data, premiums, and loan documentation to ensure accuracy and compliance.
• Manage inbound and outbound queries via email and phone, delivering timely resolutions for clients and intermediaries.
• Follow up on outstanding requirements, update systems, and maintain accurate records to support lending operations.
• Provide guidance and support on complex or escalated cases, ensuring adherence to company policies and regulatory standards.
• Collaborate with cross-functional teams to resolve client issues and streamline operational processes.
• Deliver exceptional service to internal and external stakeholders, maintaining strong professional relationships.
• Mentor and coach junior colleagues, sharing expertise and fostering a culture of continuous improvement.
• Meet daily production standards and exceed service quality expectations through effective prioritization and multitasking.

Service Centre Consultant at Old Mutual Finance (2014-11 – 2023-06)

Provide frontline support to customers and internal teams by managing lending and banking queries, ensuring accurate loan arrangements, and delivering exceptional service across multiple channels. Act as a key liaison between clients and operational teams, resolving issues efficiently and maintaining compliance with financial regulations.

• Handle inbound and outbound lending queries, including loan arrangements, restructures, and statement requests.
• Provide clear explanations of interest accumulations and loan terms to customers and branch staff.
• Manage technical queries related to cellphone banking, internet banking, and mobile app functionality.
• Process account verifications, transactional queries, and service fee explanations.
• Escalate complex queries to specialized teams while ensuring timely resolution and customer satisfaction.
• Support branch consultants with loan queries, account linking, and customer updates.
• Deliver training on new processes and provide individual support to colleagues facing difficulties.
• Ensure documentation accuracy and provide telephonic feedback on closed cases.
• De-escalate complaint queries and maintain professional communication with clients.

Certificate - Junior penetration tester - Tryhackme

Certificate - Pre-security - Tryhackme

Senior Certificate in Matric – Elsies River High (2010)

FET Certificate in Debt Recovery – Compuscan (2014 – 2015)

National Certificate in Core Banking & Financial Services (NQF Level 5) – Compuscan (2020)