Mary Mafadza

Customer-focused banking professional with 5+ years' experience in banking support, debt collection, sales consulting, and account management. Proven track record in client engagement, financial needs analysis, and sales target achievement within FAIS-compliant environments. Skilled in building client relationships, resolving queries, negotiating payment arrangements, and maintaining accurate records using CRM and Microsoft Office.

Holds RE5 certification and a strong understanding of Treating Customers Fairly principles. Adept at working in fast-paced, target-driven environments to deliver excellent customer service while driving product uptake and client retention.

Sales Consultant at Metropolitan Life (2025-06 – 2025-12)

• Consulted with clients to assess financial needs and recommend suitable life, funeral, and investment products, achieving 90%+ compliance with FAIS disclosure requirements
• Generated and followed up on 40+ sales leads monthly through referrals, calls, and presentations, contributing to consistent monthly sales targets
• Conducted financial needs analysis using company tools to match clients with appropriate cover and investment solutions
• Handled customer objections and closed sales by explaining benefits clearly and professionally in line with Treating Customers Fairly principles
• Maintained accurate client records and updated CRM systems to track interactions, policy status, and follow-ups
• Built long-term client relationships by providing post-sale support, policy updates, and annual reviews, improving client retention
• Stayed current on product changes and industry trends to provide informed advice and cross-sell opportunities
• Educated clients on digital platforms and self-service options to improve access and reduce reliance on in-branch transactions

Administrator at Bonwelong Primary School (2021-07 – 2022-08)

• Managed administrative records and maintained accurate documentation systems for 500+ learners
• Captured learner information and maintained accurate academic records in line with department requirements
• Coordinated meetings, appointments, and school communications for staff and management
• Managed financial and inventory records accurately, ensuring monthly reconciliations were completed on time
• Provided general office support and resolved staff and visitor queries professionally

Receptionist at Dr Makini Medical Practice (2020-04 – 2020-12)

• Welcomed patients and visitors in a professional and friendly manner
• Managed appointment scheduling and front desk operations for 30+ patients daily
• Handled patient check-ins, processed payments, and addressed billing queries efficiently
• Maintained accurate patient records and ensured confidentiality in line with POPIA
• Coordinated communication between patients and medical staff to improve service delivery

Debt Collector at African Bank (2013-05 – 2018-02)

• Managed a portfolio of 200+ delinquent accounts, negotiating payment arrangements that recovered an average of 35% of overdue balances monthly
• Conducted outbound calls and maintained client contact to secure payment commitments and reduce account aging
• Maintained accurate records and updated collection activities daily in internal systems to ensure compliance and audit readiness
• Handled customer queries and complaints professionally, resolving payment disputes and reducing escalation to legal action by 20%
• Investigated account discrepancies and worked with clients to correct errors, improving customer satisfaction during sensitive interactions
• Prepared weekly collection reports and monitored account performance to support team recovery targets
• Ensured all processes followed company policies and NCA regulations

Certificate in Full Stack Development – IT Varsity (2025)

Certificate in Warehouse Management – Alison (2023)

Diploma in IT Programming – Vaal Technology Institute (2008)

Matric – Elite Secondary School (2007)