Karabo Nonyane

Highly accomplished and results-driven Investment Services professional with over 8 years of experience in banking and wealth management, specializing in investment administration, client servicing, compliance, and risk management. Proven expertise in accurately processing new business and additional investment instructions, resolving complex client queries, and consistently meeting strict service-level and quality standards. Recognized for strong stakeholder engagement with Financial Advisers, intermediaries, and internal teams, delivering clear communication, timely feedback, and exceptional service.

Demonstrated ability to manage financial and reputational risk, drive digital adoption, and contribute to continuous process improvements while adhering to legislative, compliance, and Treating Customers Fairly principles. A highly accountable professional with a consistent record of achieving production, quality, and client satisfaction targets.

Service Specialist – Investment Wealth Department at Momentum (2024-05 – 2026-06)

Service Specialist in Investment Wealth Department responsible for investment administration, transaction processing, and client servicing.

• Accurately captured and processed new business, additional investments, and ad hoc client instructions within agreed SLAs and quality standards.
• Executed transactional indexing and end-to-end instruction processing with a strong focus on first time-right accuracy.
• Ensured full compliance with legislative, product, and Treating Customers Fairly (TCF) requirements while managing financial and reputational risk.
• Proactively obtained missing documentation and authorizations through effective stakeholder and telephonic engagement.
• Maintained consistent communication with Financial Advisers, admin staff, and Channel Partners throughout the instruction lifecycle.
• Supported and promoted digital platforms, assisting stakeholders with adoption and troubleshooting digital challenges.
• Researched, resolved, and followed up on client and intermediary queries in a timely and professional manner.
• Took accountability for achieving daily and monthly production, quality, and client satisfaction targets.
• Contributed to continuous improvement initiatives to enhance client experience and operational efficiency.

Customer Services Consultant – Investment Department at Standard Bank (2017-01 – 2023-12)

Customer Services Consultant responsible for investment instruction processing, compliance, customer query resolution, and risk management.

• Ensured strict compliance with Group Reference Guide (GRG) and ARIS Publisher procedures, maintaining adherence to legislative, regulatory, and internal policy requirements.
• Executed investment instructions from branches, customers, and business partners with a strong focus on accuracy, efficiency, and first-time-right processing.
• Applied the sunset principle to ensure timely processing and resolution of all outstanding instructions within defined turnaround times.
• Produced and maintained high-quality service and maintenance reports, meeting prescribed deadlines and quality standards.
• Updated and monitored performance dashboards for individual and team metrics by Close of Business (COB).
• Conducted daily reviews of service maintenance reports to proactively identify and resolve pending or overdue items.
• Managed personal and shared service mailboxes, validating customer instructions and documentation prior to processing.
• Loaded, updated, and maintained accurate customer and investment data across internal systems.
• Responded to and resolved investment-related queries from customers, branches, and business partners, providing timely and consistent feedback.
• Proactively followed up on outstanding queries to ensure end-to-end resolution and service continuity.
• Identified, logged, and reported errors, deviations, and discrepancies to the Team Leader in line with risk and governance requirements.
• Mitigated potential financial loss and operational risk through strict adherence to controls and escalation procedures.
• Ensured secure handling, storage, and filing of confidential client information in line with data protection standards.
• Identified, logged, and escalated potential risk and fraud cases on the ARM 5 system.
• Completed mandatory compliance and regulatory training within required timeframes to maintain ongoing certification and awareness.

Customer Services – Investment Department at Standard Bank (2016-03 – 2017-02)

Customer Services role providing administrative support and investment market research to support investment professionals and client decision-making.

• Assisted with investment market research and analysis to support informed decision-making and portfolio recommendations.
• Collaborated with senior investment professionals to evaluate investment opportunities and associated risks.
• Maintained accurate and up-to-date records of investment transactions and portfolio performance.
• Provided administrative support in the preparation of investment reports, presentations, and client communications.
• Monitored financial markets, economic indicators, and regulatory developments to remain informed of industry trends.
• Participated in training sessions and team meetings to build knowledge of investment products, strategies, and compliance frameworks.
• Supported the development and implementation of investment strategies aligned to client objectives and risk profiles.

Tele-sales Consultant at First National Bank (2011-12 – 2013-12)

Tele-sales Consultant responsible for outbound customer engagement, product promotion, and sales opportunity generation.

• Conducted outbound customer engagements to promote banking products and services, generating qualified leads and sales opportunities.
• Maintained in-depth knowledge of banking products, features, benefits, and competitive positioning.
• Performed comprehensive needs analysis to identify suitable financial solutions aligned to customer goals and preferences.
• Managed and updated CRM systems to track customer interactions, sales progress, and follow-up activities.
• Ensured full compliance with regulatory requirements, banking policies, and internal sales procedures.
• Identified and executed cross-selling and up-selling opportunities to maximize revenue and customer value.
• Effectively handled customer objections and concerns, providing accurate information and appropriate solutions.
• Built and maintained strong customer relationships through professional, empathetic, and ethical engagement.
• Consistently met or exceeded sales targets and performance metrics, contributing to overall business objectives.

BCom in Business Management – Unisa

Further Education & Training Certificate in Banking – Cornerstone Performance Solutions

National Diploma in Entrepreneurship – Tshwane University of Technology (2017)

Matric – Jules High School (2007)