Digital Banking Consultant at First National Bank (2016-01 – 2025-01)
Digital Support
- Assists customer with navigation and technical support.
- Provide navigational assistance to clients on Online Banking, FNB App and FNB dot Mobi
- Assist with online banking queries
- Maintain and enhance professional services levels to customers
- Customer education on channel usage and channel safety (Angst reduction)
- Assist customers with their online banking
- Specialize in irate customer handling with emphasis on customer retention
- Assist Private / Premiere Bankers and Private / Premiere Customers and Branch banking support and branch banking customers with digital queries, including but not limited to updating OTPs; increasing channel limits; RTC payments; transfers; username and password assist; prepaid purchases; send money; share investing accounts; kruger rand purchases; and transactional banking and forex
- Double check relation codes on Hogan to align with FNB business rules
- Ensure efficiency of service productivity and performance
- Report on required call centre activities and deliveries to improve business results
- Ensure all issues or feedback arising out of clients be accurately recorded on the system.
- Manage own development to increase own competencies
- Ensure all communication to client are professional, resulting to compliments
- Ensuring clients investigation deadline are met
- Educate clients on how the app functions
- Handling multiple chats at a time
- Queries relating to online navigation on the digital platform
Call Centre Representative at Conexus (2013-09 – 2016-06)
Customer Services
- Serves customers by determining requirements; answering inquiries; resolving problems; fulfilling requests; maintaining database.
- Determines requirements by working with customers.
- Capturing leads from various campaigns on Lead Tracker, then allocate/follow up on these leads
- Work across the Lead Tracker system
- Ensure that no leads are lost
- Ensuring 10-minute turnaround time to connect dealership to customer
- Liaise and communicate with the client as well as customer
- Answers inquiries by clarifying desired information; researching, locating, and providing information.
- Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
- Maintains call centre database by entering information
- Updates job knowledge by participating in educational opportunities
- Daily call out to follow up on customer service
- Verify and track all special requests for the individual deliveries
- Urgent service control
Machine Operator at SANDVIC (2011-01 – 2012-02)
- Set up machines at the beginning of the shift to ensure proper working order
- Maintain and clean machines before and after each shift
- Monitor machines during every procedure to ensure optimum running
- Ensure stocks of needed materials are always ready and available
- Provide relevant information regarding progress to supervisors
- Regular stock taking
