Luciano Mouton

· Standby Duties - Effective management of Card Platform Systems by performing documented standby duties and by monitoring the Dashboard/monitoring tool.

Clearing & Settlement - Effective management of all incoming and outgoing daily clearing and settlement to Visa, MasterCard, NamClear, and Phoenix.

· Error free code (Testing) - Error and bug free software are developed, tested and deployed in production.

· Incident Management - Restore normal service operations timeously

· Platform Stability - Secure platform stability; meeting SLA objectives.

Provided technical support to users on various applications and software packages.

Troubleshot application errors by reviewing log files and system configuration settings.

· Performed root cause analysis of application issues and identified solutions.

Handled user account access management, assigning credentials, distributing permissions, and terminating defunct users.

· Act as the first contact point customers, resolving customer enquiries in line with the agreed standards and procedures of the Contact Centre.

· Accurately evaluate the nature of the customer’s enquiry and determine the appropriate action to take, ensuring that information and advice given is factually correct.

· Analyze and interpret information given by the customer accurately and make appropriate decisions from a range of options.

· To respect the confidential or sensitive nature of customer enquiries, and handle difficult or potentially aggressive situations appropriately.

· Upsell products and services and complete call logs and reports.

· Proactively manage customer issues and act as an escalation point.

· Responsible for the execution of the service plan for the unit.

· Responsible for identifying cross selling opportunities and referring them to the sales department.

· Responsible for finalizing the prescribed procedures and the required documents regarding cessions, pledges etc. in respect of:

1. Acceptance of securities.

2. Follow up of securities.

3. Transfer of securities.

4. Handing over of security.

5. Responsible for ensuring that all documents are submitted in full when securities are accepted.

6. Capturing of securities.

· Responsible for carrying out the following security-related follow-up actions:

1. Follow-up of missing/faulty securities.

2. Updating of securities values.

3. Processing of Revenue Stamps.