Natasha Jenine Sorour
Namibia
Summary
Retail professional with over 15 years extensive experience in banking. Superior customer service skills. Team building expert. Highly skilled with interpersonal skills and emotional intelligence. Charismatic, out-spoken and friendly.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Team Leader (Agencies)
Standard Bank
08.2019 - 01.2024
- Determine customer requirements:
- Ensures that the team attend to customers, understand what matters to the customer and delivers against those demands.
- Meet customer demands:
- Processes and authorizes Automated Teller Machine (ATM) cards and Master Card according to laid down procedures as stipulated.
- Demand generation opportunities:
- Conversing with walk-in customers, identify demand generation opportunities: completes lead generation tracking forms as and when required, ensures that all leads are logged correctly in the presence of the customer and identifies demand generation opportunities.
- Routine administration:
- Assists the Tellers in sorting, counting and bagging specie, forwards cheque withdrawals and deposits to Operational Shared Services/Namclear where applicable and supervises tellers's productivity, service standards, quality and accuracy of work.
- Risk and Security:
- Ensures staff is fully conversant with opening/closing procedures and security measures during banking hours, ensures that these procedures/measures are strictly adhered to and monitors the physical security of the center and liaise with premises where required.
- Cash Handling:
- Ensures that the correct procedures are adhered to for the handling and movement of cash assets in the branch, ensures that the correct security procedures are adhered to when cash is delivered to/collected from relevant cash transit company (SBV) where applicable and orders and arranges clearing of surplus cash.
- ATM custodianship:
- Acts as secondary custodian of Automated Teller Machine (ATM) / Auto Note Acceptor Machine (ANA) keys, Acts as secondary custodian for the ANA / ATM Automatic time delay lock pass code and Acts as primary custodian of receipts for duplicate keys.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
Customer Sales Consultant
Standard Bank
06.2016 - 07.2019
- Identify customer needs effectively and open accounts according to laid down instructions.
- Ensure customers are assisted efficiently within the frames laid down for particular transaction types.
- Cross-sell products effectively & ensure that customers are fully informed of their rights and obligations to the bank in accordance with the coded of banking practice.
Account Support Officer
Standard Bank
11.2014 - 06.2016
- Control all routine aspects relating to the opening of current, savings, loan and Investments accounts and debit/credit and garage cards for the personal markets according to laid down instructions.
- Process and maintain related documents and records of all accounts and transfer funds or link accounts according to customer instructions.
Customer Service Consultant
Standard Bank
02.2011 - 11.2014
- Attend to customer promptly and where necessary, refer to the correct department or migrate to a more appropriate channel.
- Cross sell products and services re-actively and pass leads on to the relevant areas timeously.
- Hand up cheque books to customers according to laid down instructions and assists with balancing of cheque books.
- Handle cheque books including cheque books to/from away branches.
Outward Unpaid Officer
Standard Bank
08.2010 - 02.2011
- Balancing Unpaid Recon suspense account against statement.
- Receiving of all Reports from Credit department for all 26 Standard Bank Branches in Namibia.
- Action all debit orders from reports and instructions received from credit department, action all unpaid cheques and stop orders from reports and action all irregularities received from cheque signature verifiers.
Administrative Officer
Standard Bank
07.2007 - 08.2010
- Answering of all telephone calls forwarding it to the appropriate department.
- Calculating of the overtime and Saturday pay of all staff at the end of every month.
- Attending to all administrative duties of the office eg. Filling.
- Receiving and paying of Telephone bills and rent-a drum monthly.
Relieving position of Cables/Rejected Officer
Standard Bank
01.2009 - 01.2010
- Balancing of rejected accounts and auctioning of all transactions appearing on accounts eg all invalid account numbers from salary lists and all deposits captured that rejected due to account being closed or invalid.
Education
Grade 12 Certificate -
High School Dr. Lemmer
01.2001
Skills
- Cash handling
- Customer service
- Computer knowledge
- Organization
- Problem-solving
- Written and verbal communication
- Processing transactions
- Attention to detail
- Processing loans
- Teamwork
- Project management
- Discretion
- Conflict resolution
- Teamwork and collaboration
- Team motivation
- Team supervision
- People management
Certification
- Real Estate Fidelity Fund Certificate -NEAB
- TEFL Certificate-TEFL South Africa
- Beyond Excellence Final Nominee Certificate - Standard Bank Namibia
LANGUAGES
English: Speak, read, write (excellent)
Afrikaans: Speak, read, write (excellent)
Timeline
Team Leader (Agencies)
Standard Bank
08.2019 - 01.2024
Customer Sales Consultant
Standard Bank
06.2016 - 07.2019
Account Support Officer
Standard Bank
11.2014 - 06.2016
Customer Service Consultant
Standard Bank
02.2011 - 11.2014
Outward Unpaid Officer
Standard Bank
08.2010 - 02.2011
Relieving position of Cables/Rejected Officer
Standard Bank
01.2009 - 01.2010
Administrative Officer
Standard Bank
07.2007 - 08.2010
Grade 12 Certificate -
High School Dr. Lemmer
References
Immanuel Jason, The Manager,
+264 81 655 5658, Standard Bank Namibia
Louisa Londt , Acting Team Leader Rehoboth Branch
+264 81 250 9556,Standard Bank Namibia
Similar Profiles
Khensani Constance ChaukeKhensani Constance Chauke
Universal Banker at Standard bankUniversal Banker at Standard bank
MALEBO TSHEGOFATSO MOLEBATSIMALEBO TSHEGOFATSO MOLEBATSI
Head: Product Economics at Standard BankHead: Product Economics at Standard Bank
Bathobile ZwaneBathobile Zwane
People and Culture Business Partner at Standard BankPeople and Culture Business Partner at Standard Bank
Tjekupe Maximalliant KatjimuneTjekupe Maximalliant Katjimune
Member of Parliament at Parliament of the Republic of NamibiaMember of Parliament at Parliament of the Republic of Namibia
Danelle BruynsDanelle Bruyns
Holiday Clerk at Charisma Consulting ccHoliday Clerk at Charisma Consulting cc