Sibusiso Mkoka

I am Sibusiso Mkoka, I have completed a Bachelor degree in Financial Information Systems at Cape Peninsula University of Technology.

My organized nature and personal attitude make me a great candidate for any Job that I do. I take ownership of tasks quickly, I am a great problem solver, enjoy doing work that builds the mind and good with working with people and also as an individual.

Additionally, I have expertise in:

• A National Diploma in Financial Information Systems
• Good Mark in Software Skills (programming)
• Ischool Africa press team certificate
• worked at Singa marketing as a telemarketing sales agent
• Worked as a Sales Assistance in Justine Products
• Worked as a General Assistance for PG Tiles and Roofing
• And I perform well in all my subjects
• worked at Youco Holdings working as a Sales Agent
• Worked at Singa Marketing as a telephonic sales agent
• Worked at Old Mutual as an inbound customer service agent and administrator.
• Worked at Capitec Bank as a service recovery administrator 
• Worked as a Multi-Skilled Servicing Professional at Old Mutual for Unit Trust
•  

Current working as a Senior Compliance Administrator for Old Mutual Compliance Department 

Working for me allows me to implement my excellent communication skills and initiate in a professional environment while providing the services that are required of me to perform.

Senior Compliance Administrator at Old Mutual (1 July 2022 – Current)

Old Mutual (Compliance department)

Roles and Responsibilities:

•            Attending to transfer of ownership requests Cession on life covers and Investment policies

•            FATCA follow-up investigations – doing Desktop research on Old Mutual systems and client’s portfolio for proof of foreign indicia to check if indicia is valid or not 

•            Systems upskilled on: Avaya, Craft, My service, Bizagi, UT AWD, BPM, GCS, Documentum,  Omunet, EMS, LIS, LegSI

•            Computer literate with good working knowledge of MS Office: Word, Excel, PowerPoint and Email services 

•            Responsible for the new client Onboarding process, w.r.t AML and FATCA requirements

•            Creating new and updating already existing client information for the individual clients (Cessions, 3rd party payments, Disinvestments, Voluntary premium change and debit order changes cases) on LIS for FATCA, AML and CRS clients to ensure that all individuals are compliant. 

•            Telephonic and email engagement for outstanding requirements, to ensure that compliance is met with accordance to RMCP, Annexure Y, FATCA and CRS

•            Uploading documents for Individuals on LIS, linking the individual to the case on LIS and resolving it for new business manual cases

•            Uploading FICA documents to My service

•            Assisted the Individual Ongoing due diligence team with their work; Money out transactions, Ownership changes, Cessions and Lump sum investments

•            Trigger events for individuals – doing desktop research on all systems for clients who have indication of being foreign on LIS as well as Minors who become of age (minor to major)

•            Training/ Mentoring and upskilling staff on the work I do

•            Trained and exposed in Individual Compliance 

•            Recommend system enhancements and engage with the Business Analysts to improve service delivery and to iron out any inconsistencies within the process

•            Perform quality checks on my own work

• Do correction on my work if Quality Accessor find any mistakes.
• Attend to escalation from management.

Other Responsibilities:

I am my Manager out of office at the Compliance department

• Send escalations to the Team members.
• Give feedback on open work report to the team.
• Check if productivity is being meet.
• Get escalation from other Team leaders from other service departments
• Join Metting with other Team leaders of the servicing department.
• Make sure that all important escalations are being attended to

Multi-Skilled Servicing Professional -Investment Consultant at Old Mutual (1 May 2021 – 30 June 2022)

Old Mutual (Unit Trust department and Wealth)

Roles and responsibilities as an Multi-Skilled Servicing Professional at Old Mutual (Pinelands) 

             REQUESTASESSOR

• Request assess in coming customer queries via Bizagi and Silica and send to their respective teams for processing.

CLIENT RELATIONSHIP CONSULTANT

• Processing customer request such as redemptions (sells) using Silica, Bizagi, IBC and fund express.
• Check if customers are FICA and FATCA compliant when capturing a redemption.
• Use Slica and Fund Express to verify if a customer is FICA, FATCA compliant and also verify banking details.
• Assist with processing or capturing non-Financials such as updating customer details e.g. updating banking details, residential address, debit order details, advisor details and sending requested documents such as tax certificates, portfolio statements to customers.
• Contact customers via Avaya to authenticate a client before a redemption is finalised.
• Apply funds to investments using stadium system to check if payment is reflecting in back account
• Calculate CGT for customers using IBC.
• Communicate with customer via email and telephone.
• Reaching daily targets of cases to be done daily.
• Calculate units based on the JSE selling prices of a price per unit.
• Verify banking details using IBC .
• Initiate/process Disinvestment
• Initiate/process Lump sum injections
• Initiate/process switches on funds
• Process Cancellation
• Provide products guidance
• Portfolio Administration
• Arrange Arrears collections on Risk & Investment policies

Assist with resolving customer complaints and delivering excellent customer services

Service Recovery Administrator at Capitec Bank (May 2020 – 29 April 2021)

Roles and Responsibilities:

·  Handle queries and complaints in accordance to internal rules with the Financial  Intelligence   Centre Act as well as poor service experiences.

·         Dealing with sensitive client information and implementing the POPI ACT accordingly.

·         Handle queries, request and complaints regarding client-banking products. i.e. Reinvestments of Saving account/s. Formal Letter request and Remote assistance to clients who is unable to visit the branch.

·         Responsible to categorise incidents according to the TCF Guidelines. i.e. Root cause, Cause.

·         Deal with Remote assistance such as assisting clients who are abroad, hospital, Prison, unable to visit a branch.

·         Calculate interest lost or accrued, nominal and effective interest rates

·         Retain and build relationships with clients.

Systems expose to:

1. Used STrack to receive requests, work and to send internal request.
2.  Use Pay create to make payments to external banks and other Institutions/Companies.
3. Used Excel for Calculations of interest lost or gained also used excel to calculate Tax free contribution for previous and current year.
4. Used InQuba System to see get branch complaints then sent them to branch managers.
5. Capitec System to check the validity of the documents.

Inbound Customer service agent and administrator at Old Mutual (March 2018 – 30 April 2020)

Roles and Responsibilities:

• Assisting customers in lodging debit orders and changing debit order dates
• Assisting with all Group Scheme policies at Old Mutual 
• Sending policy Information to customer and financial Advisors 
• Calculating policy arrears for clients and financial Advisors 
• Confirming payment dates with clients
• Changing method of payment between stop order and debit order 
• Processing investments, retirement and funeral policies.
• Sending major enquiries  to escalation lines 

Systems Exposed to:

1.Craft to lodge, Cancel and Ament debit orders. Also used Craft to Update client data.

2. Omunet to change client details such as banking details and also to obtain old client information such when contract ended and when it was created.

3. Bizagi to process clients request such as death claims, disinvestments and sending policy information.

4. EMS to communicate with client and send requests internally to other departments in the company. 

Other Experience generated at Old Mutual, as overtime I am part of the team that does system testing during the week and weekends.

Sales Agent at  Youco Holdings (September 2016 – October 2017)

Roles and Responsibilities:

• Opening up Hollard policies for Tablets, Cell phones  and cameras at game store 
• Scanning sales application to check if the client gave the correct information 
• Calling clients to give the correct information such as account numbers 
• Leading events at game stores
• Assisting with claims for cell phones, tablets and cameras 
• Giving sales targets to the teams I am  leading
• Getting sales targets for myself  and the team
• Building teams in terms of recruiting more sales person 
• Reporting on daily performance of sales
• Reading sales results in the office.

Justine(Avon)  February 2014 – June 2015

Roles and Responsibilities:

• Selling Justine Avon product to customers face to face marketing 

Certified risk management certificate with Udemy (Old Mutual Course)

B.Tech Financial Information System ,Cape Peninsula University of Technology 2019.

Graduate  Exit Programme, Cape Peninsula University Of Technology 2019.

ND Financial Information System, Cape Peninsula University f Technology 2016.

NCH Financial  Information System, Cape Peninsula University of Technology 2015.

Major Subjects Passed: Financial Information system 1,2,3 &4 , Financial Accounting 1,2,3&4 , Cost Accounting 1,2,&3 , Internal Auditing2,3 &4 

Other subjects Passed: Pastel Accounting 2, Business Calculations, Financial Management 4, Research and Methodology 4, Software Skills 1&2 and Information System Auditing 4.

Matric: Wynberg High School

Subjects: English ,Afrikaans, History ,Mathematics ,Accounting ,Geography and Life Orientation .

Class Practical:

• Used Pastel Accounting Software to enter financial data in assignments and exams
• Used Visual Basics 12(VB.Net12) Programme to programme given assignments and exams
• SAP ERP system for purchase orders ,sales orders and purchase requisition 
• Given a real time company audit assignment for us to generate Internal Auditing findings

Key lessons learned 

Accuracy and consistency are critical when recording financial data using Pastel Accounting, processing customer  claims, focus and determination are very important when coding a programme, critical thinking, being objective and providing assurance, listening and communication

Skills: Computer skills (Excel, Ms Word, Access, Ms Project, Ms Outlook, CRM, Visual basics,

SAP(ERP) Pastel Accounting).