Summary
Overview
Work History
Education
Skills
Timeline
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Ferrah Esingue

Windhoek, Khomas

Summary

Dynamic professional with extensive experience at First National Bank Namibia, excelling in customer service and conflict resolution. Proven track record in enhancing client satisfaction through effective communication and innovative solutions. Skilled in data entry and performance improvement, consistently achieving targets while fostering strong relationships with clients.

Overview

16
16
years of professional experience

Work History

Administrator

First National Bank Namibia
06.2023 - Current
  • Deliver exceptional service that exceeds customers' expectations through proactive, innovative and appropriate solutions.
  • Resolve all customer email/ queries / compliments / complaints efficiently at first call resolution (FCR)
  • Attends to inward enquiries and queries via the CARE or Plexus system.
  • Educate and inform customers on new and existing products to drive customer centricity.
  • Convert identified leads into successful value adds.
  • Ensure all communications with clients are professional, resulting in compliments.
  • Provide service support efficiencies in order to ensure retention of clients through effective and professional cross-selling.
  • Ensure efficiency of service productivity and performance in Contact Centre.

Sales Representative

First National Bank of Namibia
09.2012 - 12.2020
  • Achieve the delivery of exceptional customer experience against the balance scorecard standards.
  • Ensure customers’ needs and expectations are understood.
  • Knowledgeable of all credit and securities.
  • Deal with customer complaints and ensure that it is resolved to the satisfaction of the customer.
  • Identify new and potential business opportunities.
  • Build and maintain enduring and rewarding relationships with customers.
  • Strategically sell and cross-sell and achieve set targets as allocated individually and collectively as a business unit.
  • Open and close customer accounts as per customer request. (Personal loans, Home loans, overdrafts, Wesbank applications, credit cards etc.)
  • Provision of an efficient administration service through careful and timeous planning, reporting and updating of all related information.
  • Relieving as Treasury custodian.
  • Relieving as ATM custodian.
  • Relief Teller duties


Enquiries Clerk

First National Bank of Namibia
05.2011 - 08.2012
  • Perform all enquiries duties as set up on my job description.
  • Actioning of scheduled payment reports daily.
  • Actioning cheque book reports upon customer collections.
  • Signature verifications.

Junior Underwriter

Swabou Life Insurance
02.2010 - 05.2011
  • Evaluated insurance applications for risk assessment and underwriting decisions.
  • Analyzed financial documents to determine applicant eligibility and policy terms.
  • Collaborated with agents to clarify client information and resolve discrepancies.
  • Provided training support to new team members on underwriting procedures and best practices.
  • Developed risk profiles using underwriting software to streamline evaluation process.
  • Conducted market research to stay informed on industry trends and regulatory changes.
  • Reviewed and updated underwriting guidelines to improve efficiency and compliance standards.
  • Led initiatives to enhance communication between underwriters and sales teams for optimal client service.

Filing Clerk

Swabou Life Insurance
08.2009 - 01.2010
  • Organized and maintained filing systems to ensure easy retrieval of documents.
  • Processed incoming and outgoing mail, ensuring timely distribution to relevant departments.
  • Implemented document management procedures to enhance workflow efficiency and accuracy.
  • Trained new staff on filing protocols and best practices for data management.

Education

Advanced Diploma in Banking, Finance & Credit -

Institute of Bankers
Windhoek, Khomas, Namibia
10-2012

NSSC ( Namibia Senior Secondary Certificate) - Science

Grootfontein Secondary School
Grootfontein, Otjozondjupa, Namibia
10-2007

Skills

  • Customer service
  • Data entry
  • Attention to detail
  • Recordkeeping and file management
  • Team collaboration
  • Conflict resolution
  • Time management
  • Goal setting
  • Deadline adherence
  • Performance improvement

Timeline

Administrator

First National Bank Namibia
06.2023 - Current

Sales Representative

First National Bank of Namibia
09.2012 - 12.2020

Enquiries Clerk

First National Bank of Namibia
05.2011 - 08.2012

Junior Underwriter

Swabou Life Insurance
02.2010 - 05.2011

Filing Clerk

Swabou Life Insurance
08.2009 - 01.2010

Advanced Diploma in Banking, Finance & Credit -

Institute of Bankers

NSSC ( Namibia Senior Secondary Certificate) - Science

Grootfontein Secondary School

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Ferrah Esingue