Summary
Overview
Work History
Education
Skills
References
Timeline
Generic
KHOTSOFALANG URSULA RAMOTSAMAI

KHOTSOFALANG URSULA RAMOTSAMAI

JOHANNESBURG,SOUTH AFRICA

Summary

Experienced customer service professional known for exceptional time management and deep expertise in the customer service field. A compassionate and approachable demeanor focused on patient care. Possesses strong organizational skills and excels in both written and verbal communication. Committed to leveraging my abilities to contribute to a company's mission. A resilient leader who thrives in high-pressure situations and radiates positivity. Demonstrated track record of establishing and nurturing strong client relationships, eager to bring my talents to the next team.

Overview

11
11
years of professional experience

Work History

Fraud Prevention Specialist

10.2019 - Current
  • Detection, investigation, and prevention of fraudulent transactions on Absa Debit and Credit Cards
  • Minimizing losses incurred through fraudulent debit/credit card activity within eight African countries namely: Botswana, Kenya, Mauritius, Tanzania, Zambia, Ghana, and Uganda
  • Screening incoming fraud alerts against known fraud indicators and other risk factors
  • Using telephonic interviewing techniques, in order to determine risk
  • Where fraud is confirmed, block the channel to prevent further transactions and losses
  • Record actions taken on fraud systems and relevant banking systems
  • For customers not contactable, analyze/evaluate the information at hand; make a decision to block the account as per policy and procedure
  • Assist in enhancing operating systems for optimal results
  • Deliver professional communication and foster awareness regarding financial crime and fraud trends
  • Act as the Subject Matter Expert on the content of the procedures, processes, and investigation methodologies in the business
  • Take accountability for all risk events and the delivery of specified and agreed-upon controls
  • Reporting of risk and controls that ensure compliance
  • Work closely and collaboratively with the members of the Investigations Units within the bank and other financial institutions
  • Develop, enhance, and build relationships to align the team objectives with business partners within the organization as well as strategic stakeholders.

Team Leader

ABSA Insurance brokers
02.2017 - 02.2018
  • Set targets for both individuals and teams
  • Measured the performance of both individuals and teams
  • Offered brokers/financial advisors guidance, feedback, and coaching in order to reach targets
  • Helped to optimize procedures
  • Found ways to motivate financial advisors
  • Ensured advisors adhere to company policies
  • Updated and prepared performance reports for the call Centre manager
  • Identified areas of underperformance
  • Created performance improvement plans
  • Compiled weekly and monthly reports
  • Prepared monthly performance checks and individual reports
  • Conducted interviews.

Client Service Consultant

ABSA insurance
02.2013 - 01.2017
  • Served as the primary contact for client service teams for several different projects
  • Worked to maintain positive client relationships, resulting in many client referrals
  • Provided excellent customer service and achieved a high rate of client satisfaction and retention
  • Worked to deliver the highest level of client service possible
  • Aimed to achieve ultimate client satisfaction by providing excellent customer service and the highest level of expertise
  • My function was to ensure continuous client satisfaction and retention by providing the highest level of customer service
  • Built and maintained client relationships with Santam insurance, Holland insurance, Regent insurance, and Absa Insurance
  • Worked hand in hand and side by side with internal and external financial brokers and clients
  • Investigated, amended, and resolved telephonic queries by customers and financial brokers
  • Worked with short-term policies and lodged claims
  • Maintained confidentiality of customer information at all times
  • Provided leads for tracker
  • Investigated and resolved email communication
  • Handled customer queries/problem solving
  • Made amendments on policies
  • Notified claims.

Sales, Private Bank: Short term Insurance Tele-Advisor

ABSA insurance
02.2018 - 10.2010
  • Sold short-term insurance policies for Santam insurance, Holland insurance, Regent insurance, and Absa insurance
  • Built and maintained client relationships with both new, existing, and financial advisors
  • Ensured continuous client satisfaction and retention by providing the highest level of customer service and products
  • Ensured that laid-down instructions are adhered to while providing excellent service
  • Maintained confidentiality of customer information at all times
  • Provided leads for tracker
  • Amended policies and lodged claim notifications
  • Handled customer queries/problem solving via tele advising and email communication.

Education

Matric certificate, High school -

01.2008

Skills

  • Transferable skills
  • Communication skills
  • Leadership skills
  • Management skills
  • Interpersonal skills
  • Creative skills
  • Compute skills
  • Report Writing
  • Business Consulting
  • Effective Communication
  • Verbal and Written Communication
  • Teamwork and Collaboration
  • Fraud Detection

References

Belinda Theron, Manager from ABSA Insurance, Belinda.Theron@absa.africa, 0842506202 Artwell Marazani, Manager from Fraud Preventions, Artwell.Marazani@absa.africa, 0674121847 0610609495

Timeline

Fraud Prevention Specialist

10.2019 - Current

Sales, Private Bank: Short term Insurance Tele-Advisor

ABSA insurance
02.2018 - 10.2010

Team Leader

ABSA Insurance brokers
02.2017 - 02.2018

Client Service Consultant

ABSA insurance
02.2013 - 01.2017

Matric certificate, High school -

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KHOTSOFALANG URSULA RAMOTSAMAI