Kerry Potgieter

As an Onboarding Coordinator in a real estate company, I am responsible for facilitating the smooth transition and integration of new agents and employees into the organization. This role encompasses a range of duties including guiding new hires through the administrative processes, providing necessary resources and tools, and acting as the primary point of contact for any inquiries or issues related to the initial stages of employment.
The Onboarding Coordinator's overarching goal is to ensure new team members feel welcomed, informed, and prepared to perform their roles effectively. I facilitate any changes in regard to their employment, including exiting employees from all resources when they leave.

Following a 19-year tenure with ASB Bank, I ventured into entrepreneurship and established my own business where I designed and produced candles that are currently being sold on Amazon. This journey has been enlightening, enabling me to expand my skill set and gain valuable experience. Nevertheless, I came to miss the social interaction and connection with others that comes with working alongside other people and with the public.

As a finance professional, I have developed effective asset protection strategies for a diverse range of clients. This involved devising tailored solutions for customers and offering them deposit, lending, and investment services, focusing on ensuring their eligibility for new services. In addition, I have assisted clients in opening and closing accounts, applying for loans, and making informed financial decisions. I have also been instrumental in helping clients understand and utilize mobile applications and online banking services. In my role, I have met with new clients and completed pre- qualification procedures, while consistently meeting or exceeding sales goals by promoting bank products and services in customer interactions.
I have also maintained optimal financial controls by securing funds and carrying out accurate transactions while adhering to the bank and legal guidelines for reporting, loan approvals, and money handling. Furthermore, I have completed loan servicing procedures to assess compliance with bank and regulatory terms and conditions, ensuring that clients receive the best possible service. Finally, I have also trained and coached less experienced team members in procedures, compliance standards, and performance strategies, helping to maintain high standards across the team.

June 2012 - March 2016

I returned to this position a few times, due to being confident in the role and being able to be truly effective in the role. I have consistently delivered exceptional service to customers both in person and over the telephone. As part of my responsibilities, I have directed specific questions to appropriate branch personnel and performed transactional, operational, and customer support tasks through a strong knowledge of bank procedures and products. I have also utilized my expertise to research and resolve customer issues on personal savings, checking, and lines of credit accounts.
Furthermore, I have demonstrated a deep understanding of identifying and mitigating potential fraud and transaction risks, while cross-selling bank products by answering inquiries and informing customers of new services and promotions. I have consistently met or exceeded sales goals by promoting bank products and services in customer interactions, all while maintaining the confidentiality of bank records and client information. I have also proactively explained bank services, financial products, and applicable fees to customers, building and maintaining strong client relationships through quality, personalized interactions. As part of my responsibilities, I have reconciled cash and cheques against computer records at the end of each shift and adhered to financial services security and audit procedures. In addition, I have consistently taken on additional shifts during busy periods to minimize staffing shortages, increased my knowledge of banking products and services by actively participating in available training classes and workshops, and identified customer financial needs, goals, and objectives to offer appropriate financial products. As a team player, I have trained employees on cash drawer operation and adhered to strict guidelines regarding financial and customer data to avoid breaches and information misuse. I have also remained composed and professional in stressful situations while serving a large number of customers during high-volume shifts. I have fulfilled diverse duties, including providing customer service, operating money counters, balancing and replenishing ATMs, maintaining accounts, and opening new accounts. Finally, I have liaised between bank branches regarding best practices and operations, performed basic administrative tasks regarding banking products by handling phone calls, inquiries, and emails, and identified transaction errors when debits and credits did not balance. I have also transmitted orders to supply cash to meet daily needs, all while consistently providing exceptional service to customers.

I engaged in conversation with customers to understand their needs, resolve issues, and navigated through computer systems to review the information and respond appropriately to callers. The core accountabilities included promoting and selling ASB products and services and achieving team objectives while ensuring a professional image that reflects the bank's vision and values at all times. I adhered to company policies and scripts to consistently achieve call-time and quality standards.

I achieved high satisfaction rating through proactive one-call resolutions of customer issues. I kept records of customer interactions or transactions, thoroughly recording details of inquiries. I promoted high customer satisfaction by resolving problems with knowledgeable and friendly service. I also mentored junior team members.