Elsoline Hendricks
Dispute Team Leader
Windhoek,KH
Summary
Client-focused and goal-oriented professional with over a decade of progressive experience in the banking industry. Expert in dispute resolution, fraud case support, client service, escalation management, and stakeholder engagement. Proven track record of managing high-pressure service environments, fostering team development, and maintaining high standards of compliance, communication, and empathy. Committed to delivering quality service and operational excellence across various support functions.
Overview
11
11
years of professional experience
3
3
years of post-secondary education
Work History
Team Leader – Disputes & Client Support
First National Bank of Namibia
Windhoek, Khomas
01.2019 - Current
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Provide regular feedback on trends, risks, and service challenges to leadership for improvement.
- Manage upwards of 20 calls and emails per day from customers
Disputes Administrator – Card Division
First National Bank of Namibia
Windhoek, Khomas
11.2017 - 12.2018
- Served as a liaison between departments, fostering open communication channels that improved overall organizational function.
- Provided front-line support to clients on general banking and card-related queries, ensuring clear communication and issue resolution in line with service level standards.
- Supported investigations with detailed client communication logs and transaction data.
- Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
Fulfillment Administrator-Card Division
First National Bank of Namibia
Windhoek, Khomas
01.2014 - 10.2017
- Established an organized filing system that streamlined document retrieval and reduced misplaced files.
- Supervised administrative support staff members, offering guidance, feedback, and mentorship that contributed to their professional growth and development.
- Provided exceptional customer service to both internal and external stakeholders through prompt response times and thorough issue resolution efforts.
- Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
Payments and Query Administrator - (Job Rotation)
First National Bank of Namibia
Windhoek, Khomas
04.2015 - 06.2015
- Supervised administrative support staff members, offering guidance, feedback, and mentorship that contributed to their professional growth and development.
- Organized workflow and delegated tasks effectively to ensure timely project completion without compromising quality.
- Established an organized filing system that streamlined document retrieval and reduced misplaced files.
- Enhanced internal communication by creating a centralized information hub accessible to all staff members.
- Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
Education
MBA - Business Administration And Management
Regent Business School
Durban 07.2024 - Current
Certificate - Introduction To Anti-money Laundering
Pricewaterhouse Cooper
Windhoek 07.2023 - 07.2023
Bachelor - Human Resources Management
International University of Management
Windhoek 05.2015 - 12.2017
Skills
- Critical thinking
- Problem-solving
- Team supervision and Team motivation
- CRM & Call Handling Systems
- Case Management Platforms
- Team supervision and Team motivation
Additional Information
- Client Support Leadership
- Operational Compliance
- Escalation Protocols & Stakeholder Engagement
- Dispute & Fraud Case Resolution
- Process Improvement & Documentation
- Cross-Border Client Interaction
- High-Pressure Problem Solving
References
- Ms Zelda Kapia- Private Banker ( Premium banking) First National Bank of Namibia -0816406431
- Mrs Rauha Kamati- Administrator ( Card division) First National Bank of Namibia - 0852115023
- Mr C.J Wolman- Head ( Card division) First National Bank of Namibia
0811227650
- Latoya Pienaar - Enquiries Officer City of Windhoek
0813977821
Timeline
MBA - Business Administration And Management
Regent Business School
07.2024 - Current
Certificate - Introduction To Anti-money Laundering
Pricewaterhouse Cooper
07.2023 - 07.2023
Team Leader – Disputes & Client Support
First National Bank of Namibia
01.2019 - Current
Disputes Administrator – Card Division
First National Bank of Namibia
11.2017 - 12.2018
Bachelor - Human Resources Management
International University of Management
05.2015 - 12.2017
Payments and Query Administrator - (Job Rotation)
First National Bank of Namibia
04.2015 - 06.2015
Fulfillment Administrator-Card Division
First National Bank of Namibia
01.2014 - 10.2017
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