Carynn Hing Email & Phone Number

London Uk

Australia

Appointment Setter

Johannesburg Metropolitan Area

• Managed business risk by driving compliance to firm risk management policies and procedures, while achieving an appropriate balance between risk and control• Designed and implemented effective processes for the monitoring and management of compliance with the firm risk and quality management processes in the business• Conducted review procedures in the business to identify potential areas of non-compliance to FNB firm policies and processes• Worked with business leaders and risk officers to find ways of achieving higher levels of compliance• Managed costs / expenses within approved budget to achieve cost efficiencies• Operated effectively within the broader firm compliance network, aimed at ensuring compliance withbroader regulatory and legislative requirements• Set up and maintained filing systems for the business unit to ensure efficient service is provided• Maintenance of all administrative processes for the department’s operational activities

Johannesburg Metropolitan Area

• Addressed concerns related to systems, risk, and operational problems• Maintained high-level customer service satisfaction ratings through quality control• Sought out training opportunities to enhance customer relationships management• Ensured efficient flow of problem tickets through the Problem Management process • Monitored and managed the resolution of client complaints and ensured the resolution of escalated client and staff complaints• Worked with the various teams to diagnose the root causes of incidents to proactively eliminate and manage them.• Provided the team with the means and ability and held them accountable for providing exceptional client service and maintaining process standards• Managed branch resources in line with business short and long-term goals policies and values with a view to generating the highest return of capital employed• Enabled the delivery of excellent customer experience within a dynamic branch environment promoting new business in order to ensure future growth without incurring unmanageable risks• In conjunction with the team, was responsible for the preparation and sign-off of the annual performance agreement, review, and sign-off of the annual assessments

Johannesburg Metropolitan Area

• Managed the Foreign exchange (Converting foreign currency to rands), detecting counterfeits• Oversaw all importing and exporting of foreign currencies from overseas banks• Ensured quality exchange control rulings and reserve bank regulations are adhered to• Ensured that revenue is recovered correctly for all types of transactions and service requests• Ensured that all queries/complaints received online, from customers or via swift are recorded in the register and attended to within 48 hours of receipt• Assisted branch management in proactively establishing the loss and fraud trend of the frontline with regard to value transactions• Ensured that the correct security procedures are adhered to when cash is delivered to /collected from the relevant cash transit company (SBV)• Forwarded cheque withdrawals to the Integrated Processing Solution (IPS)• Assisted in the balancing of cash when necessary• Ensures that an adequate stock of drafts, traveler’s cheques, and foreign notes are held and controlledaccording to laid down procedures as stipulated on GRG• Checking and signing off end-of-day paperwork ensuring they are in line with the South AfricanReserve bank rules and regulations

Johannesburg Metropolitan Area

• Managed business risk by driving compliance to firm risk management policies and procedures, while achieving an appropriate balance between risk and control• Designed and implemented effective processes for the monitoring and management of compliance with the firm risk and quality management processes in the business• Conducted review procedures in the business to identify potential areas of non-compliance to FNB firm policies and processes• Worked with business leaders and risk officers to find ways of achieving higher levels of compliance• Managed costs/expenses within the approved budget to achieve cost efficiencies • Operated effectively within the broader firm compliance network, aimed at ensuring compliance with broader regulatory and legislative requirements• Set up and maintained filing systems for the business unit to ensure efficient service is provided• Maintenance of all administrative processes for the department’s operational activities

Johannesburg Metropolitan Area

• Evaluated FNB’s range of products on an ongoing basis and identified actual and potential weaknesses• Evaluates the financial aspects of product development, such as budgets, expenditures, research anddevelopment appropriations, and return-on-investment and profit-loss projections• Provided specialized product and marketing input with regard to the determination of the national andregional market potential of all products, and the establishment of national marketing budgets• Effectively communicated category and product strategy to gain buy-in from stakeholders• Developed category and product value propositions (forecasting, pricing, profitability, positioning)• Provided feedback on any changes and new developments in the marketplace that may have an effecton the Company’s future planning and product strategy• Reviewed all product enhancements with delivery teams and gathered feedback from clients to ensureit meets the expectations of clients (implement, iterate, repeat)• Continuously aligned with internal and external stakeholders on product roadmaps, data-driveninsights and improvement feedback• Communicated with stakeholders to ensure they understood the business impact of product issues,risks and possible options to resolve or mitigate• Ensured product standards are met to ensure products align across business units• Managed product demand and backlog items and provided the business rationale on priorities tosoftware development teams and other stakeholders to ensure that, over time, the needs of customers/users continued to be met and that financial and other benefits were achieved

Johannesburg Metropolitan Area

• Captured all outgoing messages to the specified banks before the cut-off times.• Responsible for all escalations and ensuring that client satisfaction is achieved• Ensured that the Team was meeting FNB - 24-hour turnaround time feedback and response to theclients and internal stakeholders as received telephonically, electronically, and via the web chat facility• Responsible for all administration which includes, client contract processing, cancellations andreporting• Investigated all International Payments related queries (swift, email, and telephonically)• Investigated all Documentary Trade related queries (swift, email, and telephonically)• Supported both the client processing and our processing center to work in harmony

South Africa

• Oversaw salespeople, cashiers, shelf stockers, and other employees• Managed finances and prepared an annual budget• Kept records of expenditure, sales figures, and employee performance• Evaluated the supply and availability of stocks, and profit-margins• Implemented measures to avoid stock damages, theft, and wastage• Monitored shelves stocks and product displays, and the general appearance of the store• Investigated market trends and offered products that would appeal to customers• Addressed customers' requests, comments, and complaints• Motivated employees to achieve targets• Trained new staff members and scheduled shifts