Dumisani Hasi

Results-driven Operations, Finance, Collections and Customer Service Specialist with more than 10 years of experience across financial services, debt recovery, tracing, compliance and regulated gaming environments. Skilled in customer account management, collections strategy, skip tracing, transaction processing, AML/FICA/KYC compliance, fraud detection, dispute resolution and stakeholder management. Recognised for maintaining data integrity, ensuring regulatory compliance, improving operational processes and delivering exceptional customer experiences while achieving business objectives.

iGaming Specialist – Customer Service Host - Apollo Gaming - Bryanston

(2025-05)

• Verify customer documentation in line with FICA, AML and KYC requirements.
• Identify duplicate and inactive accounts and manage account status updates.
• Investigate and escalate suspicious activity to mitigate fraud risk.
• Liaise with internal teams and payment stakeholders to resolve transaction issues.
• Maintain accurate transaction records for audit and compliance purposes.
• Provide support through incoming phone calls, emails, live chats and outbound communication channels.
• Provide technical, product and sales support in a timely manner.
• Assist customers with promotions, bonuses, loyalty programmes and payment status queries.
• Process deposits and withdrawals while ensuring compliance and accuracy.
• Investigate and resolve customer payment issues including transaction reconciliation.
• Communicate with third-party payment providers regarding customer deposits and withdrawals.
• Identify fraudulent or suspicious activity related to customer transactions.
• Serve as an escalation point for complex customer disputes and complaints.
• Participate in investigations relating to payment fraud and gameplay disputes.
• Promote responsible gaming practices and identify at-risk players.
• Report suspicious or unusual activity in accordance with gaming regulations.
• Contribute to improving the online casino customer experience.
• Operate in accordance with all gaming regulations, departmental policies and procedures.

Tracing Consultant - African Bank - Midrand

(2018-06 - 2023-10)

• Conducted customer verification aligned with AML, FICA and KYC requirements.
• Performed bank verification using AVS systems and investigated discrepancies.
• Conducted advanced skip-tracing investigations using public records, bureau data and tracing databases.
• Located debtors, beneficiaries and hard-to-find customers to support collections and recoveries.
• Analysed credit reports, court records and financial information to determine customer whereabouts.
• Prepared detailed tracing and investigation reports for stakeholders.
• Maintained compliance with POPIA, NCA, FICA, AML and industry regulations.
• Worked closely with external debt collection agencies to improve recovery outcomes.
• Managed vendor relationships and monitored outsourced collection agency performance.
• Reviewed KPIs, recovery reports and portfolio allocation strategies.
• Monitored compliance with SLAs, commercial agreements and governance standards.
• Investigated escalated customer complaints, payment disputes and financial discrepancies.
• Supported operational reporting, workflow improvements and stakeholder communication.

Collections Consultant (2IC Support Role) - African Bank - Midrand

(2012-06 - 2018-06)

• Managed customer financial records and ensured accurate account updates.
• Tracked assigned debt portfolios and identified outstanding debt balances.
• Contacted customers via telephone, email and correspondence to negotiate repayment arrangements.
• Established realistic repayment plans, settlement agreements and payoff deadlines.
• Performed skip-tracing activities to locate customers with outdated contact details.
• Investigated and resolved customer disputes, complaints and payment discrepancies.
• Maintained detailed records of customer interactions and collection activities.
• Escalated high-risk accounts in accordance with governance requirements.
• Ensured compliance with debt collection legislation and company policies.
• Supported team workflow, reporting, coaching initiatives and departmental recovery targets.

Quality Assurer - Amalgamated Beverage Industries (ABI) - Devland

(2011-01 - 2011-12)

• Monitored operational data and quality standards.
• Conducted quality checks and implemented corrective actions.
• Maintained compliance records and documentation.

BCom - Accounting - University of South Africa (UNISA)

Certificate - Change Management - Graduate Institute of Financial Sciences (2022)

Higher Certificate - Business Management - Rosebank College (2018)

Matric - Willowmead High School (2008)