Queen Evelyn Koetsi

Team Leader: Client Service Cell no:- | Work no:- | Email:- WORK EXPERIENCE Nedbank Limited Burgersfort (2011 – 2025) Team Leader: Client Services (2016 – 2025) Nedbank Goals: • Achieve market pro tability targets by applying pro tability levers and driving increased digital sales and ac vity. • Ensure branch/ market opera onal e ec veness through the up me of all devices in Selfservice, Phygital and Semi-assisted zones; the Automa c Teller Machines/ Intelligent Depositors and the Self-Service Kiosks. • Manage all sales related leads e ciently and meously and achieve entrenched sales objec ves and targets for branch/ market. • Manage controllable expenses (i.e. over me, sta onery, telephone, traveling) within the agreed nancial parameters and ensure engaged, cared-for and focused employees. • Support the achievement of the business strategy, objec ves and values; manage controllable expenses (i.e. over me, sta onery, telephone, traveling) within the agreed nancial parameters; monitor community growth and business pro tability reports, address gaps and ensure momentum to meet objec ves. Lead: • Drive Nedbank culture by bringing the Nedbank values and behaviors to life through own behavior, prac ce and self-growth. • Lead through coaching, mentoring, facilita ng and inspiring teams and stakeholders; ensure team is trained, compliant and have the necessary tools to deliver on their goals; engage team on performance through regular performance discussions on personal and business goals. • Build trus ng working rela onships with subordinates, managers and support departments through regular engagements; manage and track sta performance and apply correc ve ac on where applicable; ensure and lead consequence management, discipline and e ec ve employee rela ons. • Manage sta on-boarding process for sta to become pro cient; inspire the use of learning tools and iden fy development and growth opportuni es for individuals and teams. ti ti ti ti ff fi ti ti fi ti ff fi fi ti ti ti ti ti ff ti ff ffi ti ti ti ti fi ti ti ti ti ff ti ti Risk and Opera on: ti fi Queen Evelyn Koetsi Achieve regulatory compliance objec ves for FAIS, AML, FATCA, TCF & POPPIA; e ec ve BROTA compliance and manage Frauds and Losses for branch/market. • Ensure compliance to opera onal and legisla ve requirements; achieve minimum performance on Risk and Compliance audits; ensure all compliance on mandatory training is completed meously and Key Individual (KI) FAIS responsibili es are executed as per compliance guidelines. • Ensure Banking Hall complies with OHASA standards, adherence to process mandates limits and all equipment is maintained. • Achieved the required standards for monitoring assessments; manage AML sustainability objec ves and all Opera ons Housekeeping standards. Client engagement: Ensure best rated (#1) in client service sa sfac on and direct report team deliver world • class service by e ec ve use of client experience measurement tools. En ce clients to digital and self-service and ensure digital adop on; ensure that clients shi to self-service and digital channels; understand client needs and deliver great client service to ensure client sa sfac on. • Enquiries (2012 – 2016) • Iden fy quality sales leads and enable cross-selling (without advising) through client engagement, ful lling, making sugges ons, referring to the relevant department for ac on and by capturing it on the client management system. • Build and maintain client rela onships by keeping clients informed of progress or ac on taken regarding their applica ons, queries and requests; educate clients and poten al clients on how to subscribe and service their account and on self-service, digital func onality and features. • Provide knowledgeable client service that fosters mutual trust and con dence; assist the client to obtain statements, cards and other relevant documenta on from self-service zones; nurture strong, long-standing client rela onships. ti ft ti ff ti ti ti ti ti ffi fi tt ti ti fi ti ti ti ti ti ti ti ti ti ti ti Accept and service cash transac ons over the counter; ac on control check list applicable to teller, enquiries and foreign func ons daily; balance and secure branch stock holding (e.g. cards); Process client deposits, withdrawal, change for change and transfer requests by following relevant procedure and policies. ti • ti Enable the further processing of inter-bank transfers by preparing all transac onal documents and originals (WASTE) in the required format by the required deadline for hand over to couriers; ensure ATM/ID availability through balancing and loading of cash and a ending to down devices by performing rst line device maintenance support. ti • ti Execute on cash management (i.e. Treasury and holdings), cash e ciency and recycling strategies within the store; load cash, balance and provide rst line device maintenance and replenishment of consumables of all store devices; minimize losses and ensure correc ve ac on is taken by declaring any discrepancies in cash holdings. ti • ti ff fi ti fi ti ti Teller (2011 – 2012) ti ti • ABSA Bank Burgersfort (2005 – 2009) Treasury Clerk (2005 – 2009) • Cer Cash management and repor ng; reconcilia on of accounts; capturing and approval of journals and balancing cash control. ca ons • BANK SETA – Na onal cer (2023) cate: generic management and customer management in Banking • Moonstone FSCA - RE1 Regulatory Examina on: FSPs and Key Individuals in all categories of FSPs (2021) • Moonstone FSB – First Level Regulatory Examina on: Representa ves (2017) Educa on • Programme in Financial Management – UNISA (2011) • Na onal diploma: Cost and Management Accoun ng – Vaal Triangle Technikon (2000) • Senior Cer cate – Cocekani Secondary School (1996) Skills • Leadership and team management • Financial management • Communica on and goal se ng • Customer service and commercial awareness • Organisa on and me management • End user compu ng (MS Word, Excel, OneDrive) References Charles Banda (Nedbank – Branch Manager) Contact no: - Cell no:- ti ti ti ti ti ti fi ti ti ti ti ti fi ti ti ti ti fi ti ti tti Thando Dhlamini (ABSA) Contact no:- Cell no:-