Riona Naicker

• Leading the QA sampling for the entire CEC across both the phone and digital platforms as well as fluid branch interactions (over 300 samples per month)
• Evaluating and documenting regulatory, compliance and operational risks and implementing remediation actions for the leaders and colleagues
• Providing remediation actions to leaders to prevent colleagues repeating risks and causing write-offs.
• Providing factual, unbiased observations for colleagues, while ensuring that processes and policies are implemented as well as general phone etiquette
• Delivering outcomes to internal stakeholders by providing monthly reporting on statistics, trends and recommendations
• Managing and maintaining SOPs and Share Point
• Solely responsible for data capturing and reporting of CEC results
• Engaging with other business units by taking time to share learnings with them, these are done as “listen and learn” sessions
• RG146 and RG201 accredited

• Coaching of Contact Centre colleagues to help them achieve their KPI as well as the banks regulatory requirements in terms of Risk
• I also strive to assist colleagues give their best to ensure customer satisfaction
• Complete live chat shifts with colleagues while they have customers on the phone to provide a resolution at first point, handling 3 chats at a time with an average of 40 chats in a 2-hour window, I was able to ensure multiple customers were assisted via the contact centre colleague
• Assist with case management where we resolve enquiries and call customers back with outcomes - on a daily basis, approximately 50 customers had their enquiry resolved by me
• Assisting colleagues with customer complaints and de-escalating the situation as well capturing these as per RG271.
• Meeting and introducing CSS to new colleagues to Bankwest
• Deliver feedback using REDR
• Ensuring that colleagues skill gaps are met as well helping them work towards meeting their development goals

• Answer inbound calls from brokers and solicitors: approx. 30 calls per day
• Assist brokers and solicitors with enquiries regarding the status of the deals
• Assist with enquiries regarding outstanding information required
• Have working knowledge on the requirements for the various states for settlement

• Escalating deals to the relevant teams when required
• De-escalating broker/solicitor complaints
• Chatting to 3 brokers on the live chat system and providing updates to them all:
• Outside my actual job description, I have served as POR and ran team meetings.
• I have also trained new staff who have joined our team
• I have attended and assisted with the Bankwest working group meeting for the new case ownership model for both the validations and exam teams.

• Obtain new lending business either via referral from consultants or cold calling, my target of $4million was met
• Ensuring that the deals being written met the Bankwest lending policy and there was accurate data captured for the deal to be assessed.
• Open offset accounts
• Assist with home loan transfers
• Comply with NCCP guidelines as well as trusted partner
• Achieve stores targets
• Coach tellers and consultants to generate more referrals
• Successfully complete a customer review on every customer I see to establish their banking needs
• Cross sell products including insurance, and mortgage protection

• Assist customers with everyday banking needs
• Open/ Close transaction and savings accounts
• Open/ Close credit cards
• Create, validate and disburse personal loans
• Sell car, home and travel insurance
• Assist with POA applications
• Assist with deceased estates including those with probate
• Complete IMT requests for customers
• Complete Change of Name on the system
• Open as well as payout term deposits
• I also assisted with foreign cash when we were not busy
• I also sometimes filled in for the MAG if there was no one available
• My previous roles were in the food industry in South Africa