Bachoo - Financial Advisor - South Africa

Kunall Bachoo

South Africa

Services

Financial Advisor

  • Full time
  • Part time
  • One time
  • Contract
  • Temp

Summary:

Determine the correct risk of the individual
Applying for a policy when insuring a Vehicle, Building and Home Contents.
Underwrite new and existing policies for the Telesure Brand (Auto & General, etc.)
First time call resolution with customer complaints to ensure customer satisfaction (or re-directing to correct/appropriate person)
Support Manager by assisting and resolving staff queries and problems where possible
Respond to client complaints within internally agreed time frames.
Ensure effective updating of own knowledge of systems and processes.
Effective change management to consultants in terms of communicating and training changes in process, scripting, product knowledge.
Drive performance improvements by providing effective training (soft skills, cross selling / up Selling techniques and rapport, product knowledge etc.) and coaching.
Optimise time management and availability to support Manager by effective diary management
Gathering, compiling and preparing of reports/stats for Manager
Contribute to existing systems / procedures through innovative ideas.

Work History

Branch Manager

Africian Bank of Souh Africa

February 2011 - February 2011

DEPARTMENT: Personal and Business Lending
PERIOD: February 2011 - February 2011

POSITION HELD: Branch Manager
DUTIES: To manage the general operation of the
Branch in terms of sales and cost targets,
Cash management, staff management,
Client service and compliance
Enhance relationships with customers and
Employees so as to ensure that targets set are met or exceeded.
Provide asset-based financial solutions to
Meet customers' needs. Communicate the
Fundamental goals and expectations such
As company policy, plans of action and
Time frames of when goals must be met.
Daily achievements, needs and desires.
One-on-one meetings where the Sales
Consultant highlights the person's strengths
And areas that need improvement.


Africian Bank of South Africa.
Nico van Staden (Regional Manager) - (031) 327 4200
Omashnie Govender (Regional Human Resource) - (031) 301 9712


Reason for Leaving: Offered a job at the African Bank as Branch Manager in
Matatiele. I declined the job due to location and
Commitments. (Letter of appointment appended)


CURRENT EMPLOYMENT

Customer Care Department (PSD - MO)

Telesure Group Services

From September 2011

POSITION HELD: Financial Advisor
DUTIES: Determine the correct risk of the individual
Applying for a policy when insuring a Vehicle, Building and Home Contents.
Underwrite new and existing policies for the Telesure Brand (Auto & General, etc.)
First time call resolution with customer complaints to ensure customer satisfaction (or re-directing to correct/appropriate person)
Support Manager by assisting and resolving staff queries and problems where possible
Respond to client complaints within internally agreed time frames.
Ensure effective updating of own knowledge of systems and processes.
Effective change management to consultants in terms of communicating and training changes in process, scripting, product knowledge.
Drive performance improvements by providing effective training (soft skills, cross selling / up Selling techniques and rapport, product knowledge etc.) and coaching.
Optimise time management and availability to support Manager by effective diary management
Gathering, compiling and preparing of reports/stats for Manager
Contribute to existing systems / procedures through innovative ideas.

Telesure Group Services.
Delone Jacobs (Manager) - 084 587 7078
Paul Pillay (Manager) - 084 025 7669


AWARDS OBTAINED AT STANDARD BANK.
✓ Received True Blue Awards for best customers Service.
✓ Received True Blue awards for best Team Player.
✓ Received Famous Star Awards for Excellent Customer Service.
✓ Received True Blue Awards for obtaining Gold Status in CEI IN 2009 and elected the Customer Experience Index Campaign.
✓ Received Blue Star for designing and launching the Document Protection Act (DPA), which protects the Bank from fraudtesters.
✓ Received Recognition for Consumer Protection Act (CPA) Disclaimer protects the bank from unforeseen risk.
✓ Received Blue Star Awards for 2010.
✓ Received True Blue Certificate for highest amount of sales.
✓ Received Blue Star for...

Senior Vehicle and Asset Finance Consultant

Standard Bank of South Africa

February 2009 - February 2011

DEPARTMENT: Vehicle and Asset Finance
PERIOD: February 2009 - February 2011

POSITION HELD: Senior Vehicle and Asset Finance Consultant
DUTIES: Referring calls to relevant departments
And assisting with walk in customers forwarding new business leads to sales
Consultants
Ensuring that Excellent customer centric
Service is well executed
Provide essential documents and
Administration support to account
Managers Resolving Queries successfully (TAT)
Assisting customers and managers
With settlements and loading of
Statements via Nt2000
Currently coordinating and launching best
Customer experience index (CEI)
Survey. To improve overall customer
Rating of services provided by the
Contact centre, and achieving the survey
Target of 9.
Providing readily available service to clients.
Handling Account queries within laid down
Turnaround time
Ensure that control systems are in place / maintained.
Request duplicates Natis from the licensing department if the original has been lost, Via Gijima System
Arrange for Undertakings as per laid down procedures and conduct fraud checks.


Standard Bank of South Africa Vehicle and Asset Finance.
Mustaq Hannif (Quest Staffing Manager) - (031) 279 9900
Megandren Govender (Senior Team Leader) - (031) 308 3320

EMPLOYMENT HISTORY

Senior Customer Care Consultant

Standard Bank of

May 2007 - February 2009

South Africa
DEPARTMENT: Customer Care Centre.
PERIOD: May 2007 - February 2009

POSITION HELD: Senior Customer Care Consultant
DUTIES: Logging of queries and complaints.
Retention of satisfied, well informed
Customers as ensured by Customers
Evolution of Bank service (CSI) rating
Knowledge of the Financial Advisory and Intermediary Services Act and other legislative acts.
Thorough knowledge of the Code of Banking Practice.
Knowledge of the different customer profiles in the various market segments.
Providing a clear Governance model and structure that enable our customer
Centric strategy through discipline and
Mandated resource allocation, monitoring and control.
Have a foundation of knowledge and giving feedback to customers in a
Respectful and highest levels of integrity.
Demonstrate ability to interact and cooperate with all company employees.
Build trust, value others, communicate effectively, foster innovation, collaborate problems creatively. Maintain professional internal and external relationships that meet company core values.
Proactively establish and maintain effective working team relationships with all support departments.

Standard Bank of South Africa Customer Care Centre.
Gina Sornsen (Senior Team Leader) - (031) 314 2062
Krishnie Moodley (Senior Team Leader) - (031) 314 2015


EMPLOYMENT HISTORY

Relief Team Leader

Direct Channel Holdings

March 2006 - October 2006

DUTIES: To manage the day-to-day planning,
Operation and problem-solving of a team
Of agents to meet with the required service level components, standards and sales targets.
To develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused agents and to act as the communication conduit between consultants and Management
To offer creative solutions, Delivery of team sales, service level components, quality and productivity targets & indicators. People Management, including all HR related issues, as well as staff development. Managing the floor, adherence to schedule, Ownership and problem resolution, Call monitoring, coaching and feedback, Training and development of staff, developing future leaders, conducting performance appraisal for the team.
Escalation calls, are at a center of my
Responsibility and resolve call queues
Received, retain, and indicate the number of
Calls that await an answer from live agents.
Average speed of answer, and talk time,
Produce calls.
Compiling reports on team's performance and customer feedback. One-on-one meetings where the Agents highlights the person's strengths and areas that need improvement


Direct Channel Marketing
Himash (Senior Team Manager) - 031 360 2120

EMPLOYMENT HISTORY

Quality Assurance Consultant

Direct Channel Holdings

October 2006 - April 2007

DUTIES: Responsible for developing and implementing quality management, procedures and systems, to review and analyze the effectiveness of the modifications made. Conducting test calls to telemarketing service representatives on new products, Verifies telemarketing results by measuring skills in use of scripts, product knowledge, sales and service ability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of call. Provides feedback to telemarketers by monitoring calls, conducting monthly help sessions, Evaluates telemarketing approaches by rating effectiveness of telemarketing service representatives; providing quality ratings; identifying training needs; developing training programs; conducting training, Directs quality initiatives by requiring adherence to quality assurance policies and procedures; developing new models; implementing changes, Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices.


Direct Channel Holding
Nazarene Khan (HR) - 031 360 2110


EMPLOYMENT HISTORY

Sales Assistance

MR. Price

April 2005 - August 2005

DUTIES: Sales
Customer Care
Customer Relations
Stock Count

MR PRICE
Zaid (Manager): (031) 507 6504

Call Centre Agent

Direct Channel Marketing

August 2005 - February 2006

DUTIES: Customer Care and Customer relations
Sales and Handling Objection
AIG, EDCON & FNB Products
Communicating verbally with client in a
Financial environment
Capturing information from a verbal
Communication
Updating team board and absentee list for
The day
Track record of all calls and sales made.
Motivational talks to improve Sales result.
Coaching agents in sales procedures


Direct Channel Marketing
Nicos (Team Leader) - (031) 360 2108
079 0191 098

EMPLOYMENT HISTORY

Qualifications & Certifications

Brookdale Secondary

Business & Marketing

University of South Africa

Computer College

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