Summary
Credit risk management and compliance risk has been part of my ten years of banking experience in a call centre setting environment, providing customer service, mitigating financial risks and query resolution. Strong commitment to problem-solving and building the company's reputation. Observant, focused on finding and implementing solutions, self-driven, and very skilled at multitasking.
Overview
13
13
years of professional experience
Work History
Accounts Management Consultant Outbound, and Inbound Assistant
Standard Bank South Africa
02.2012 - 11.2019
- Credit risk collections of arrears and excesses on various financial products, including Private Current Accounts, Personal Loans, Student Loans and Term Loans, ensuring effective risk management and compliance with procedures
- Negotiated and secured repayment arrangements for default accounts, minimising financial losses
- Efficiently handled high volumes of inbound and outbound calls, resolving customer queries promptly
- Investigated and resolved customer queries within established turnaround times, meeting clients' expectations
- Identified unique customer needs through active listening and research to provide effective solutions
- Followed structured call scripts and processes, ensuring compliance with organisational standards and risk procedures
- Maintained detailed records of customer interactions and resolutions for compliance and transparency
- Loading and Amending Debit Orders
- Capturing and Authorising Inter Account Transfers
Admin Support Officer - for Call centre: Cheques and Loans Accounts Department
Standard Bank South Africa
03.2009 - 01.2012
- An Admin Support Officer for a Call Centre Collections - Handling a mix of administrative, operational, and support functions aimed at ensuring the smooth operation of the collections process
- Input and maintain accurate records of customer collections, payment history, and other relevant data
- Prepare daily, weekly, and monthly reports for management
- Preparing and sending letters, emails, or other correspondence to customers regarding overdue accounts, payment arrangements, or account status
- Handle escalated customer queries or disputes and ensure follow up appropriately
- Ad-hoc Tasks: Handle any ad-hoc administrative tasks or special projects as required by the management team
- Capturing, amending and Loading of debit orders
- Capturing and Authorising of Inter Account Transfers
- Closing of Accounts
- Liasing to third-party telephonically and through email for Deceased Accounts, Debt Review Accounts and Admin Order
Call Centre - Outbound (Credit Card Department)
Standard Bank Group
02.2007 - 02.2009
- Responsible for proactively contacting customers to recover overdue payments, manage credit card debts, and negotiate payment arrangements
- Focusing on maintaining customer relationships while ensuring that the bank's financial interests are safeguarded
- Negotiate flexible payment solutions (reduced plans, extended periods, settlement discounts) in line with bank policies
- Provide basic financial advice to customers, helping them manage debt and understand its impact
- Update customer records with accurate contact details, payment history, and repayment arrangements
- Address customer disputes, carefully investigating issues and offering resolutions per bank policies
- Follow bank policies for collections, ensuring transparency, respect, and professionalism in customer interactions
Education
Postgraduate Diploma - Risk Management, Financial management
12.2025
CAMS Certificate - Money Laundering
01.2025
NQF 7 - Bachelor of Arts - Forensic Science and Technology, Criminal Justice/Law Enforcement Administration
12.2023
NQF Level 6 - Programme - Forensic and Investigative Auditing, Centre of Accounting Studies
02.2016
Skills
- Goal-Oriented
- Persistence and Resilience
- Problem-Solving
- Active listening
- Effective communication
- Adaptability and flexibility
- Decision-making
- Self motivation
- Analytical thinking
- Time management abilities
- Risk management
Languages
Zulu
Limited Working
English
Professional Working
Setswana
Professional Working
Sotho
Professional Working
References
Cecelia Monyadziwa - Line Manager
Company: Standard Bank
Contact cell: 0799613974
Email: Cecelia.monyadziwa@standardbank.co.za
Bonolo Noe - Line Manager
Company: Standard Bank
Contact: 0731566705
Email: Bonolo.noe@standardbank.co.za
Timeline
Accounts Management Consultant Outbound, and Inbound Assistant - Standard Bank South Africa
02.2012 - 11.2019
Admin Support Officer - for Call centre: Cheques and Loans Accounts Department - Standard Bank South Africa
03.2009 - 01.2012
Call Centre - Outbound (Credit Card Department) - Standard Bank Group
02.2007 - 02.2009
University of South Africa - Postgraduate Diploma, Risk Management, Financial management
Association of Certified Anti-Money Laundering Specialists - CAMS Certificate, Money Laundering
University of South Africa - NQF 7 - Bachelor of Arts, Forensic Science and Technology, Criminal Justice/Law Enforcement Administration
University of South Africa - NQF Level 6 - Programme, Forensic and Investigative Auditing, Centre of Accounting Studies
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