Tamara M.
Senior Customer Service Specialist
Open to offersNew to PlatformAbout
Tamara M. is a seasoned customer service and support professional with over nine years of experience in the financial sector. She has a proven track record of proactively managing queries and complaints with efficiency and courtesy in fast-paced settings. During her tenure as a Client Service Specialist at FNB Business Banking in Johannesburg, Tamara flawlessly handled high call volumes, provided expert advice on products and services, and maintained communication with business clients and internal stakeholders. She is adept at resolving complex issues by boosting operational efficiency and enhancing client satisfaction, as demonstrated by her excellence in roles such as Complaints Handler and KYC Administrator. Her skills in accurate data capturing, comprehensive report preparation, and stakeholder communication are instrumental in her success. Tamara possesses robust knowledge in KYC, FICA, AML, and Enhanced Due Diligence processes, highlighting her strong commitment to compliance and brand loyalty. She has repeatedly achieved high performance reviews and cultivated valued client relationships, solidifying her reputation as a trusted team player and leadership supporter in the financial industry.
Experience
Client service specialist
FNB Business banking · 2022 — 2023Handled high volume calls in a dynamic setting, delivering exceptional service to clients. Communicated effectively with business clients and internal teams through calls and emails. Addressed queries and provided detailed product guidance, ensuring alignment with company policies. Escalated complex issues to appropriate departments for effective resolution. Managed complaints courteously while maintaining brand advocacy. Assisted with KYC, FICA, and Enhanced Due Diligence by analyzing and processing client documentation. Conducted team training sessions to prepare staff for new campaigns and contributed to team performance.New Client Onboarding Administrator
FNB Business banking · 2016 — 2022Facilitated business registrations with the Companies and Intellectual Property Commission (CIPC) through the bank's portal, supporting new client acquisition. Provided clients with guidance on KYC and FICA requirements, assisting with document verification for account activation. Collaborated with Process Analysts to develop strategies to mitigate account cancellations, streamlining processes to enhance customer satisfaction.Complaints handler
FNB CARE · 2019 — 2020Joined the Complaints Department to address backlog, overseeing complaints via the FNB Care portal for accurate escalation and resolution. Monitored progress actively, ensuring external stakeholders received updates for enhanced customer satisfaction. Performed diligent follow-ups while maintaining adherence to turnaround times and built relationships with business managers to promote collaboration. Managed feedback through surveys to drive continuous service improvement.KYC Administrator
FNB Business banking · 2014 — 2016Contributed to FICA, KYC remediation, and Enhanced Due Diligence campaigns for Trusts and business accounts, ensuring compliance with regulatory standards. Managed communication with internal stakeholders and clients, delivering exceptional service to achieve customer satisfaction. Addressed high-priority complaints from various channels, ensuring timely resolutions while upholding compliance quality.Sales consultant
FNB Consumer banking · 2013 — 2014Specialized in cold calling to present new cheque account offerings. Met compliance standards while surpassing quality assurance thresholds. Implemented promotional initiatives to attract first-time customers effectively. Managed leads to optimize conversion rates and successfully drove sales revenue through credit cards and overdraft sales.Sales consultant
O'Keeffe & Swartz · 2011 — 2011Achieved and exceeded sales targets through strategic cold calling and proficient client communication. Established rapport with customers using strong telephone etiquette. Utilized persuasion techniques to convert potential leads into sales, while ensuring high-quality assurance standards.
Skills & Expertise
Education
- 3-Year Diploma in Media StudiesBoston Media House · 2006 — 2009
- Matriculation CertificateChita Secondary School · 2004 — 2004
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