Summary
Overview
Work History
Education
Skills
Timeline
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MBEUMUNA JO-ANNE FRANCES KATAMILA

Windhoek

Summary

Results-driven Service Consultant with 8+ years of experience in maintaining customer satisfaction and driving company success. Skilled in managing high call volumes, multitasking, and prioritizing tasks effectively. Adept at communicating with individuals from diverse backgrounds to deliver industry-leading service. Proactive and goal-oriented professional known for reliability, adaptability, and a swift capacity to learn and apply new skills. Dedicated to leveraging expertise in customer service to enhance team performance and support organizational growth.

Overview

8
8
years of professional experience

Work History

Express Service Consultant.

Standard Bank Namibia
09.2016 - 09.2023
  • Investigated and resolved customer inquiries and complaints quickly.
  • Maintained accurate records of customer transactions in line with bank procedures.
  • Amended and closed accounts according to laid down procedures.
  • Obtained necessary customers documentation as required by Know Your Customer (KYC) policies and regulations.
  • Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
  • Transferred bulk payment orders, prepared according to customers specifications.
  • Dealt with requests for change transactions such stop order amendments etc
  • Maintained friendly and professional customer interactions.
  • Provided customer records and account statements.
  • Maintained accurate records of customer transactions in line with bank procedures.
  • Sold and cross-sold credit cards, loans and other bank products to new and existing customers.
  • Handled various accounting transactions.
  • Educated customers on online banking and mobile banking applications.
  • Assisted customers with banking needs and inquiries.
  • Calculated fees due, interest and change for customer transactions.
  • Monitored and verified suspicious activity on customer accounts.
  • Received loan and utility payments, sending funds to correct destinations.
  • Received mortgage, loan or public utility bill payments, verifying payment dates and amounts due.
  • Trained new hires on customer service policies and procedures.
  • Performed account maintenance by closing out accounts and changing customer addresses.
  • Referred customers to other banking departments for specialized services.
  • Executed wire transfers, stop payments and account transfers.
  • Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
  • Monitored and reported suspicious activity in line with bank security policies.
  • Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
  • Provided excellent customer care by responding to requests, assisting with customer personal needs.
  • Provided information about service procedures and expected timelines.
  • Maintained high customer satisfaction standards to meet or exceed targets.

Teller

Standard Bank Namibia
05.2015 - 09.2016
  • Educated customers on use of banking website and mobile apps.
  • Performed customer transactions for money orders, deposits, and withdrawals.
  • Ensured that all items cashed were within the laid-down and referring all transaction exceeding limits to appropriate area of authorization.
  • Ensured that items cashed were technically correct and signed, according to laid-down instructions.
  • Paid out bulk cash orders and float requisition, prepared according to customers specifications.
  • Dealt with requests for change transactions.
  • Sold and cross-sold bank products to new and existing customers.
  • Maintained friendly and professional customer interactions.
  • Provided customer records and account statements.
  • Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
  • Maintained accurate records of customer transactions in line with bank procedures.
  • Cross-sold credit cards, loans and other bank products.
  • Handled various accounting transactions.
  • Educated customers on online banking and mobile banking applications.
  • Assisted customers with banking needs and inquiries.
  • Calculated fees due, interest and change for customer transactions.
  • Monitored and verified suspicious activity on customer accounts.
  • Received loan and utility payments, sending funds to correct destinations.
  • Received mortgage, loan or public utility bill payments, verifying payment dates and amounts due.
  • Trained new hires on customer service policies and procedures.
  • Performed account maintenance by closing out accounts and changing customer addresses.
  • Referred customers to other banking departments for specialized services.
  • Executed wire transfers, stop payments and account transfers.
  • Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
  • Monitored and reported suspicious activity in line with bank security policies.
  • Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
  • Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
  • Processed customer transactions promptly, minimizing wait times.

Education

High School Diploma -

Khomas High School

Skills

  • Strong customer service skills
  • Able to identify and resolve customer issues
  • Attention to Detail
  • Strong interpersonal skills, including active listening and empathy
  • Adaptability
  • Managing multiple tasks
  • Teamwork

Timeline

Express Service Consultant.

Standard Bank Namibia
09.2016 - 09.2023

Teller

Standard Bank Namibia
05.2015 - 09.2016

High School Diploma -

Khomas High School

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MBEUMUNA JO-ANNE FRANCES KATAMILA