Lee-anco Krantz
Client Service Consultant
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About
Dynamic and detail-oriented Client Service Consultant with extensive experience in virtual banking, compliance, and high-risk KYC processes. Proven track record in improving customer satisfaction, managing complex account issues, and ensuring regulatory compliance. Skilled in training teams, managing inbound operations, and delivering client-focused service in fast-paced environments.
Experience
Client Service Consultant - FNB - Centre of Excellence (Non-Nationals & Virtual Banking)
(2022-10)
- Managed account reactivations, upgrades, and debit card activations/cancellations.
- Handled account opening/closure requests and placed stop payments.
- Provided bank letters, statements, and tax certificates for SARS.
- Updated client profiles and processed personal information changes.
- Resolved dormant account escalations and KYC queries.
- Managed estate late closure requests including document verification, beneficiary liaison, and processing of local/international transfers.
Team Leader - Call Centre Operations - FNB (via Kelly/Quest)
(2021-06 - 2022-10)
- Supervised call centre staff and ensured real-time monitoring of service delivery.
- Tracked hourly inbound volumes and compiled performance reports using MyBI.
- Conducted inbound QA via VRR and facilitated regular staff training.
KYC Compliance Consultant - FNB - High Risk KYC Compliance Team
(2020-02 - 2021-07)
- Verified documentation for South African residents, non-residents, and foreign nationals.
- Ensured full compliance with FICA regulations for onboarding and profile maintenance.
- Managed client remediation queues and data accuracy across online platforms.
- Communicated with clients via phone, SMS, and email to obtain required documentation.
Operations Assistant - BankServAfrica
(2014-09 - 2017-02)
- Sorted, verified, and quality-checked physical cheques and bank statements.
- Captured and validated client data for secure processing and dispatch.
- Ensured document integrity in high-volume environments.
Education
Matric Certificate - Kliptown Secondary School (2005 - 2009)
