Lee-anco Krantz

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.

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.

Matric Certificate - Kliptown Secondary School (2005 - 2009)