Latoya Klein

LATOYA NADINE KLEIN Administrator PROFESSIONAL SUMMARY Energetic and performance-driven Customer Service Representative with 12 years of experience improving customer satisfaction and successfully defusing the toughest clients. I am a flexible person seeking employment which will allow development, growth and make use of my existing skills. I am a vibrant and focused person who can work swiftly and effectively either alone or as part of a team. A team cannot win and score goals if, even just one player, does not play to their full potential. CONTACT S - WORK EXPERIENCE Customer Service - FICA – Personal Profiles 08/2023 – 03/2024 ABSA • Adhere to standard operating procedures (SOPs) within the area of accountability. • Answer Inbound calls and respond to written queries timeously • Identify and prioritize customer experience breakdown points based on customers’ expectations, breakdown severity and business impact, using customer measurement feedback (NPS scores) • Perform detailed analytics to identify root course pain points that are impacting customer experience delivery and take actions necessary to address these. • Identify and recommend new innovative ways of achieving positive feedback on quality product knowledge experience. • Participate in cross-functional working groups with the aim of identifying customer experience improvement solutions for identified and impacted business areas. • Record and report on transactional activities on workflow to provide timely and accurate information. • Meet the daily operational workload requirements as per the agreed targets • Manage the implementation of new processes and systems to optimize the customer experience. • Test the improvements with customers to drive digital adoption for self service • Plan, organize and complete task and activities in alignment with performance objectives. • Understand, interpret, and provide management with customer insights with the aim to improve the customer experience • Continuously ensure an up-to-date and complete understanding of the customer environment, processes, procedures, technology platforms, products, compliance, and risk. (ABSA inhouse systems) Salesforce EB Service Enablement Home IMSP Avaya one X communicator Avaya breeze Maintenance FICA Compliance - Commercial Business Banking 08/2022 - 08/2023 First National Bank • Undertake KYC updates in a timely basis and ensure they are performed to meet the required quality and detail standards as required by Policy & Procedures • Ensure necessary KYC documents are attached to the client’s CDD in line with policy and procedures • Ensure KYC data is updated within SLA into systems • Contribute ideas and participate in efforts to drive continuous improvement to enhance service delivery - SKILLS Time management S Communication Adaptability Problem - solving Team work Leadership Work ethic Attention to detail Computer literate EDUCATION SDinwiddie High School Matric 2010 • Escalate issues in a timely manner in line with the escalation protocols • Work independently and complete assigned tasks within the established timeframes • Performing data quality review of Workstation KYCs for completeness, including ensuring all appropriate information is contained in the KYC to meet all regulatory, legal, bank and audit requirements • Complete other project work assigned within the scope of AML/KYC Business Quality • Liaise with Clients, Business Managers, all relevant departments to assist client with refreshing their profiles according to FICA compliance • Meeting production target volumes and dates as advised • Collaborate with various internal teams • Identify and resolve or escalate, as appropriate, any issues in relation to the onboarding process • Liaising with clients (external) to gather all applicable FICA requirements • Ensuring compliance with all AML laws, regulations, guidelines, written procedures; OFAC, CIP, KYC, customer/transaction monitoring. • Effectively conducted AML /KYC formality reports on questionable accounts and transactions. • KYC – Checking and validating FICA documents provided by client or on file (Sigma) • Maintenance on clients’ profile on Hogan refreshing profiles accordingly • Using Excel spreadsheet for record purposes on every application opened • Record all information and findings on to a spread sheet and compile different work given daily to send through for productivity. • Maintaining quality of work by ensuring that the data on the captured on the system matches the data received on the phone or on email. (FNB inhouse systems) Hogan Sigma Biz Portal CommunixX Sip Softphone KYC Tool Team Leader - Scheduling Department 04/2021 - 12/2021 Cartrack • Managing the day-to-day activities of the team. • Motivating the team to achieve organizational goals. • Developing and implementing a timeline to achieve targets. • Delegating tasks to team members. • Conducting training of team members to maximize their potential. • Empowering team members with skills to improve their confidence, product knowledge, and communication skills. • Contributing to the growth of the company through a successful team. • Creating a pleasant working environment that inspires the team. • Investigating queries on accounts (irate clients, arrears, delays in pending fitments) • Liaise with managers regarding daily stats and productive. • Coaching team members on QA for calls made to clients. • Monthly KPI discussion with agents on productive, adherence to scheduling and QA. • Help in managing customer demands to ensure maximum satisfaction, and to maintain quality over quantity. Customer Care Service Consultant 11/2019 - 12/2021 Cartrack • Maintaining a positive, empathetic, and professional attitude toward customers at all times. • Responding promptly to customer inquiries. • Communicating with customers through various channels. • Acknowledging and resolving customer complaints. • Knowing our products inside and out so that you can answer questions. • Processing orders, forms, applications, and requests. • Keeping records of customer interactions, transactions, comments, and complaints. • Providing feedback on the efficiency of the customer service process. • Managing a team of junior customer service representatives. • Ensure customer satisfaction and provide professional customer support. • Identify and assess customers' needs to achieve satisfaction. • Build sustainable relationships of trust through open and interactive communication. • Provide accurate, valid, and complete information by using the right methods/tools. • Meet personal/team sales targets and call handling quotas. • Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution. • Keep records of customer interactions, process customer accounts, and file documents • Follow communication procedures, guidelines, and policies. • Go the extra mile to engage customers. • Resolve customer complaints via phone, email, mail, or social media. Recruitment Coordinator 02/2019 - 07/2019 Ensure Administrator • Performing background checks and other relevant checks. • Preparing the final candidates list and forwarding it to the Hiring Manager. • Adhering to all the HR policies and procedures. • Evaluating cover letters and resumes. • Booking interviews. • Creating offer letters. Data Quality Management Consultant FICA 01/2016 – 31/2018 Commercial Business Banking Standard Bank Ensure all correctly certified FICA documentation is in place. • Ensure complete accuracy in the execution of all exception’s reports related to Home Loans, Vehicle and Asset Finance (VAF), Card and Transactional KYC Maintenance functions (reports, Freeze/Unfreeze reports). • Execute all audit requests on time, ensuring that accuracy remains at 100% and an error rate of 0% is achieved • Perform quality checks on written communication to customer related to request for documentation or informing them of the intention to freeze their accounts. • Produce innovative ideas to streamline internal processes in the area. • Communicate information to customer calmly and confidentially, and can present key points to the customer for client to understand and values to be fulfilled. • Engage IPC Management team to obtain management comments on monthly KYC Compliance Audits • Adapts and plans appropriately to manage own workload • Refer all suspected high-risk cases identified issues as soon as possible. • Proactively identify trends that may affect the quality of data and ensure corrective action and escalation to team leader is applied appropriately and timeously. • Ensure that all forms are correctly Indexed • Prior to correcting or infilling any missing data, all data must be confirmed against a CMF lookup using the account number from the image. • In need manually correct the pre-populated index fields by using the information on the scanned image. • Crop all PBB, CIB and RoA signature requests. • Ensure correct customer details when committing images to FileNet. • Ensure correct segment selection for different document types before scanning. • Ensure all Reports are processed within SLA. • Check all Repositories for missing/outstanding mandates. • Ensure all documents meet minimum standards required for document processing. • Assist with any other duties when assigned to you by your Team leader. • Ensure 100% accurate capturing of metrics on dashboard daily. • Responsible for accurately updating/referring all card delivery instructions for undelivered credit cards. • Accurate updating and correcting of KYC errors according to KYC rules, check of risk implications. • Accurate combining of customer profiles and/or linking accounts to profiles. • Accurate amendments executed within guidelines • Processing of error types via the SAP Portal. • Differentiate between the different types of validation errors. • Ensure correct internal procedures are followed and compliant with risk • Research individual customer details using the appropriate systems • Undertake ad-hoc duties as allocated from time to time. Securities consultant 06/2015 – 12/2015 Standard Bank • Provide a service to the Attorneys • Liaise with Metrofile and registered attorneys to ensure that all documents are sent to the cession attorneys for the cession • Dispatch the title deeds and mortgage bonds to the relevant attorneys for further bonds, cancellations and legal (legal action, legal foreclosure and legal cancellations) within SLA • Provide professional written and verbal communication with the attorneys via Telephone, E-mails, Letters and Faxes. • Ensure follow ups are placed in the follow up file and attended to daily. • Full comprehensive diary notes to be made and holds imposed after every action • Load correct hold codes onto the OS2 system • Ensure target is maintained daily • Ensure error rate is kept at a minimum • Ensure personal growth by attending job related workshops • Assist where required, with escalated application quires that may relate to the verification and verdict process. Team Leader - Retail /Commercial Business Banking 08/2014 – 05/2015 Standard Bank • Develop strategies for team goals • Provide any training that team members need • Ensure the accurate capture and release of data on the system relative to the department. • Manage the flow of day-to-day operations • Consolidation of workload, • People Management • Legislative Compliance • Monthly and Daily reporting to update the Manages. • Admin, completing leave forms and timesheets • Reporting to our managers with performance reviews weekly/monthly • Ensure analysts meet set deadlines and turnaround times with all tasks assigned. • Analyse documents that make necessary adjustment in line with appropriate Business procedures and processes. • Ensure accurate auditing processing to ensure quality assurance. • Operational Management. • Risk, Compliance and Risk Control • Review customer profiles and documentation for compliance. • Perform customer identification procedures according to applicable guidelines FICA (Financial Intelligence Centre Act) • Making outgoing calls to inform customers to update their FICA documents • Capturing and Updating customers details on the system/ required engines. Office Manager 03/2014 – 07/2014 Amelia Women Project Maintain office Services: (Main Activities) • Organize office operations and procedures • Monitor administrative systems • Manage the day-to-day website and online adverts • Control correspondence • Liaise with managers, clients, employees and management. • Maintain site office equipment’s used to perform office duties. • Secretarial duties • Payroll services • Labour management Maintain office records • Design and maintain the filing system according to the business manual • Ensure the protection and security of files and records to retention schedules and policies • Liaise with team leaders and site manager • Liaise with customers or clients Maintain office efficiency • Maintain and replenish inventory for items required to facilitate the events and meetings • Check stock to determine the inventory level • Anticipate needed suppliers • Verify receipt of suppliers HR duties • Liaise with the site managers • Capturing data on the payroll system • Controlling or updating the sick, annual and family responsibility leave schedules • Capturing or issuing pay slips • Managing filling system • Liaise with SEESA when arranging meetings for hearing, dismissal, etc • Payments of salaries • Arranging trainings Bookkeeping services • Processing sales invoices, receipts and payments • Preparing invoices and statements for all clients • Payment followup • Controlling of petty cash • Liaise with accountant • Make sure that UIF and VAT has been paid • Checking company bank statements and making sure that all transactions are correct • Preparing cash flow statements • Dealing with financial paperwork and filling Internal Sales Rep/Admin 12/2012 – 02/2014 Cartridge.co.za • Dealing with walk in customers • Be involved in stock control • Be responsible for processing cash and card payments Keeping record of journals (Debtors) • Ensure that all customer complaints, issues and queries reach a successful and appropriate conclusion. • Provide the Management with sales reports on a weekly/monthly basis • Effectively deal with telephone enquiries requesting quotations for products, compiling information on the desired products including prices from external suppliers. • Maximize sales by continually expanding orders and up selling on all incoming and outgoing calls Receptionist / Personal Assistant 01/2012 – 11/2012 Project Brand • Assisting the Account Manager in coordinating various integrated communication and marketing activities. • Spend time in various departments within the company, learning processors and procedures of the department. • Communicate with customers, employees and other individuals to answer questions, disseminate or explain information, take orders and address complaints. • Answer telephones, direct calls and take messages. • Compile, copy, sort and file records of office activities, business transactions, and other activities. • Complete and mail bills, contracts, policies, invoices, or checks. • Operate office machines, such as photocopiers and scanners, facsimile machines and personal computers. • Compute, record and proofread data and other information, such as records or reports • Maintain and update filing, inventory, mailing and database systems, either manually or using a computer on a daily basis. • Review files, records, and other documents to obtain information to respond to requests. • Open, sort and route incoming mail, answer correspondence, and prepare outgoing mail on a daily basis. • Deliver messages and run errands. • Inventory and order materials, supplies and services where necessary. • Complete work schedules, manage calendars and arrange appointments. • Process and prepare documents, such as business or governments forms and expense reports. • Prepare meeting agendas, attend meetings and record and transcribe minutes. REFERENCES ABSA First National Bank Cartrack Standard Bank Standard Bank Standard Bank Cartridge.co.za Project Brand Dinwiddie High School - Cindy Mathambeka -/- - Kazia Plaatjies - - Tyrell Kalle - - Tshepo Sakala - -/--- Catherin Pienaar – (-)-- Kyle Govender – --- Nerice Moodley - - - Michele Morgan (CE) - - - -