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Customer Service Consultant at FNB with 10 years in Banking & Insurance
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Competencies
Exceptional ability to resolve customer inquiries efficiently, maintaining high satisfaction levels.
Proficient in clear, professional communication across diverse customer interactions.
Skilled in data capturing, record keeping, and managing CRM systems for accurate customer data.
Capable of efficiently addressing customer issues and resolving complaints with professionalism.
Education
Summary
Dedicated customer service consultant with 10 years in banking and insurance sectors, specializing in client inquiries, transaction processing, and complaint resolution. Proven track record of high customer satisfaction and efficient service delivery.
Key Achievements
- Maintained a 98% first-call resolution rate handling over 50 customer inquiries daily at FNB.
- Processed various banking transactions including loan applications and eWallet transactions with high accuracy.
- Achieved 97% customer satisfaction at BrightRock Life Insurance through empathetic call handling.
- Handled over 70 inbound and outbound calls daily, ensuring professional and efficient customer service.
Experience
Consultant
Handled 50+ customer inquiries daily across accounts, cards, and transactions, maintaining a 98% first-call resolution rate. Processed debit order reversals, loan applications, and eWallet transactions with 100% accuracy. Resolved 30+ customer complaints and escalations weekly, reducing repeat callbacks by 15% through proactive problem-solving. Provided step-by-step guidance on online and mobile banking platforms, improving customer digital adoption. Managed 60+ inbound calls per shift while consistently exceeding quality assurance targets for 8 consecutive years. Maintained strict confidentiality and accuracy in all customer interactions, achieving 100% compliance
Customer Service Representative
Handled 70+ inbound and outbound customer calls daily with professionalism and empathy. Assisted clients with policy information, queries, and updates, achieving 97% customer satisfaction. Captured and updated client information accurately within internal CRM systems. Consistently exceeded daily call volume targets while maintaining average resolution time under 4 minutes. Clearly explained complex insurance products to clients, improving policy understanding and retention