Summary
Overview
Work History
Education
Skills
References
Interests
Timeline
Generic

Melody Nyagato

Customer Service Officer
Ruwa

Summary

Conscientious Customer Service Proffessional with experience solving problems creatively and using tact and diplomacy to achieve win-win outcomes. Team player comfortable in competitive, fast-paced environments. Effective in handling direct customer inquiries, implementing customer service policies and executing financial responsibilities.

Overview

2026
2026
years of professional experience

Work History

Customer Service Officer

FBC Bank, Borrowdale Branch
2023 - Current
  • Delivering quality service to customers within the laid down policies and procedures
  • Interviewing and accepting Company and Individual account-opening documents during the on-boarding process.
  • Conducting site visits for Company account opening.
  • Preparing High Risk forms, conducting FCB and Sanctions searches as well as doing KYC Periodic reviews for High-risk customers.
  • Daily monitoring of the Refer reports.
  • Daily monitoring, preparing and submission of Arrears and Excess report.
  • Interviewing customers for credit facilities.
  • Attending to credit related queries.
  • Processing of personal loans in the system.
  • Reviewing of loan application forms, accounts downgrading and submission of SSRs.
  • Authorization of work in the system.
  • Conducting KYC and due diligence on high value incoming and outgoing wire transfers.
  • Manning the banking halls to ensure customers are being served efficiently.
  • Attending to general customer queries face to face, email or over the phone.
  • Selling of the bank’s products.
  • Co-custodian of the ATM.

Acting Operations Manager

FBC Bank, Borrowdale Branch
01.2022 - 01.2024
  • Ensuring all processes are followed as per Branch Operations, Foreign exchange manuals & KYC/AML policy while ensuring Compliance as per Service Level Agreement between departments.
  • Authorizing of all work processed by Tellers, Customer Services Officer and Back office.
  • Ensuring, managing, and supervising over the customer services in the branch to achieve timely and accurate processing of customer requested transactions and customer complaints, while ensuring service delivery is as per the prescribed standards and SLAs between the functions of the bank.
  • Ensuring all trade business are managed and supervised by following procedures to ensure adherence to the bank’s risk and compliance policies. Ensuring time management amongst team members.
  • Ensuring that all returns are submitted on timely basis to avoid non-compliance at all levels.
  • Ensuring all processes are performed as per bank policies to achieve best satisfactory audit ratings in internal and external audits.
  • Holding the custody of cash vault, security stationery and ATM, while acting as branch security officer by conducting security drills and alerting staff to remain vigilant.
  • Responsible for maintaining branch costs at minimum level and within budget to ensure branch efficiency.
  • Facilitating growth in business and strengthening the Bank by ensuring customer satisfaction.
  • Supervising and ensuring compliance with Money Laundering and terrorist financing regulations and Know Your Customer Guidelines.
  • Regularly reviewing KYC status, customer profiles, conducting risk assessments, authorization of transactions and to ensuring that the branch conducts its business following the required process flow to counter money laundering and terrorist financing.
  • Attending to customer queries and complaints timeously to improve overall customer experience.
  • Ensuring that suspense accounts are on nil balances and those with balances have all entries recorded in their respective registers.
  • Maintaining and ensuring all branch registers are in order.
  • Attending meetings.
  • Testing of Alarms and CCTVs
  • Work confirmation and doing End of day processes.
  • Monitoring if everything at the branch is running smoothly by checking systems, networks, computers, all branch furniture, and fixtures.
  • Supervised operations staff and kept employees compliant with company policies and procedures.

Customer Relationship Officer

FBC Bank, Borrowdale Branch
01.2015 - 01.2022
  • Offering excellent customer service to the Bank members and clients ensuring a one stop for all services that the bank offers.
  • Responsible for accepting Bid Application forms for the RBZ Auction system from customers and sending them to the Exchange control Department.
  • Accepting and processing telegraphic transfers.
  • Accepting of all customer instructions.
  • Interviewing and accepting Company and Individual account-opening documents during the on-boarding process.
  • Responsible for cash and/or checking deposits, processing loan payments, opening accounts, getting direct deposits accounts, activate ATM and Debit cards.
  • Ensuring that the tills balance up at the end of the day.
  • Handling all cashier related inquiries from customers.
  • Process all inter-company payments.
  • Working effectively as part of a hardworking and customer driven team.
  • Processing all incoming payments received by mail and email.

Information Officer

FBC Bank and Building Society, Harare
2013 - 2015
  • Responding to requests and inquiries from staff and external clients.
  • Providing a one stop shop for the bank’s products.
  • Selling the bank’s products.
  • Processing of Prepaid Mastercard.
  • Opening of accounts in the System.
  • Processing of RTGS in the system.
  • Issuing of ATM and Mastercards.
  • Daily reconciliation of Mastercard transactions.

Teller and Chief Teller

FBC Bank, Harare
01.2009 - 2013
  • Responsible for cash and/or checking deposits.
  • Ensuring that all tellers tills are balancing.
  • Balancing and locking away of all branch cash on hand.
  • Preparing and submission of Branch cash reports.
  • Responsible for repatriation of cash to CCD.
  • Handling all cashier related enquiries from customers.
  • Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.

Education

Master of Science - Big Data Analytics

Chinhoyi University
Chinhoyi
04.2001 -

Bachelor of Commerce Honours - Marketing

Women's University in Africa
Harare
01.2024

Diploma - Banking

Institute of Bankers
Harare
01-2022

Professional course - Digital Marketing

Marketers Association of Zimbabwe
Harare
01.2022

Bachelor of Science - Accounting Science(BCOMPT)

UNISA
South Africa
04.2001 -

Skills

  • Interpersonal skills, great communicator, team play
  • Customer Relationship Skills
  • Great communicator, team player, reliable
  • Microsoft Word, Excel, Powerpoint
  • MySQL
  • Programming using Python
  • R Studio
  • Stata
  • SPSS

References

References available on request.

Interests

Athletics, Tennis, Volleyball

Timeline

Acting Operations Manager

FBC Bank, Borrowdale Branch
01.2022 - 01.2024

Customer Relationship Officer

FBC Bank, Borrowdale Branch
01.2015 - 01.2022

Teller and Chief Teller

FBC Bank, Harare
01.2009 - 2013

Master of Science - Big Data Analytics

Chinhoyi University
04.2001 -

Bachelor of Science - Accounting Science(BCOMPT)

UNISA
04.2001 -

Customer Service Officer

FBC Bank, Borrowdale Branch
2023 - Current

Information Officer

FBC Bank and Building Society, Harare
2013 - 2015

Bachelor of Commerce Honours - Marketing

Women's University in Africa

Diploma - Banking

Institute of Bankers

Professional course - Digital Marketing

Marketers Association of Zimbabwe

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