Summary
Overview
Work History
Education
Skills
Additional Information
References
Timeline
Generic

Elsoline Hendricks

Windhoek

Summary

Client-focused and goal-oriented professional with over a decade of progressive experience in the banking industry. Expert in dispute resolution, fraud case support, client service, escalation management, and stakeholder engagement. Proven track record of managing high-pressure service environments, fostering team development, and maintaining high standards of compliance, communication, and empathy. Committed to delivering quality service and operational excellence across various support functions.

Overview

11
11
years of professional experience

Work History

Client Support Team Leader

First National Bank of Namibia
06.2025 - Current
  • Lead and mentor a team of Client Support Specialists handling complex fraud-related client interactions and escalations.
  • Oversee inbound and outbound fraud queries, ensuring timely, accurate, and empathetic responses that protect customer interests and uphold service standards.
  • Collaborate with internal fraud, risk, and compliance teams to investigate and resolve high-risk incidents and escalated fraud cases.
  • Drive operational excellence by monitoring performance metrics, identifying training needs, and coaching team members for continuous improvement.

Team Leader – Disputes & Client Support

First National Bank of Namibia
01.2019 - 05.2025
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
  • Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
  • Provide regular feedback on trends, risks, and service challenges to leadership for improvement.
  • Manage upwards of 20 calls and emails per day from customers

Disputes Administrator – Card Division

First National Bank of Namibia
11.2017 - 12.2018
  • Served as a liaison between departments, fostering open communication channels that improved overall organizational function.
  • Provided front-line support to clients on general banking and card-related queries, ensuring clear communication and issue resolution in line with service level standards.
  • Supported investigations with detailed client communication logs and transaction data.
  • Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.

Fulfillment Administrator-Card Division

First National Bank of Namibia
01.2014 - 10.2017
  • Established an organized filing system that streamlined document retrieval and reduced misplaced files.
  • Supervised administrative support staff members, offering guidance, feedback, and mentorship that contributed to their professional growth and development.
  • Provided exceptional customer service to both internal and external stakeholders through prompt response times and thorough issue resolution efforts.
  • Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.

Payments and Query Administrator - (Job Rotation)

First National Bank of Namibia
04.2015 - 06.2015
  • Supervised administrative support staff members, offering guidance, feedback, and mentorship that contributed to their professional growth and development.
  • Organized workflow and delegated tasks effectively to ensure timely project completion without compromising quality.
  • Established an organized filing system that streamlined document retrieval and reduced misplaced files.
  • Enhanced internal communication by creating a centralized information hub accessible to all staff members.
  • Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.

Education

MBA - Business Administration And Management

Regent Business School
Durban
1

Certificate - Introduction To Anti-money Laundering

Pricewaterhouse Cooper
Windhoek
07-2023

Bachelor - Human Resources Management

International University of Management
Windhoek
11-2015

Skills

    - Critical Thinking

    - Team supervison and Team motivation

    - Case management platforms

    - Problem solving

    - CRM & Call handling systems

    -Team supervison and motivation

    - Operational Efficiency

Additional Information

  • Client Support Leadership
  • Operational Compliance
  • Escalation Protocols & Stakeholder Engagement
  • Dispute & Fraud Case Resolution
  • Process Improvement & Documentation
  • Cross-Border Client Interaction
  • High-Pressure Problem Solving

References

  • Ms Zelda Kapia- Private Banker ( Premium banking) First National Bank of Namibia -0816406431
  • Mrs Rauha Kamati- Administrator ( Card division) First National Bank of Namibia - 0852115023
  • Mr C.J Wolman- Head ( Card division) First National Bank of Namibia

     0811227650

  • Latoya Pienaar - Enquiries Officer City of Windhoek

                     0813977821



Timeline

Client Support Team Leader

First National Bank of Namibia
06.2025 - Current

Team Leader – Disputes & Client Support

First National Bank of Namibia
01.2019 - 05.2025

Disputes Administrator – Card Division

First National Bank of Namibia
11.2017 - 12.2018

Payments and Query Administrator - (Job Rotation)

First National Bank of Namibia
04.2015 - 06.2015

Fulfillment Administrator-Card Division

First National Bank of Namibia
01.2014 - 10.2017

MBA - Business Administration And Management

Regent Business School

Certificate - Introduction To Anti-money Laundering

Pricewaterhouse Cooper

Bachelor - Human Resources Management

International University of Management

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Elsoline Hendricks