Summary
Overview
Work History
Education
Skills
Certification
Languages
References
Timeline
Generic

Susan Du Toit

Marlborough,Blenheim

Summary

Dynamic professional with a strong background in customer service at ASB Bank, excelling in efficiency optimization and team collaboration. Proven ability to enhance customer relations and manage complex inquiries using the Genesys Cloud platform. Recognized for a strong work ethic and commitment to accuracy in high-pressure environments.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Casual Stocktaker

RGIS
BLENHEIM, MARLBOROUGH
05.2025 - Current
  • Secondary job, after hours, and weekends.
  • Accurately counting and recording the inventory of goods or materials in a business.
  • Adhering to health and safety rules and regulations.
  • Maintaining accurate inventory records, identifying and investigating discrepancies, and ensuring proper storage and handling of goods.
  • Contracting for major stores, like The Warehouse,

Customer Service Specialist

ASB BANK
BLENHEIM, MARLBOROUGH
06.2024 - Current
  • Monitored call center queues daily to ensure prompt responses to customer inquiries via the Genysis Cloud system.
  • Received inbound calls via Genesys Cloud, and made outbound calls via Genesys Cloud.
  • Collaborated with cross-departmental teams to resolve customer concerns efficiently.
  • Scheduled and coordinated appointments for AML onboarding and entity onboarding.
  • Referred customers for advice on personal insurance and Kiwisaver products.
  • Handled customer accounts, processed payments for personal and mortgage loans.
  • Assisted customers with everyday banking transactions and inquiries.
  • Educated customers on functionalities of online and mobile banking services.
  • Handled customer complaints in the branch and telephonically.
  • Reconciliation of payments made to business accounts.

Broker Assistant

VICTUS GROUP
CAPE TOWN, CAPE TOWN
03.2021 - 08.2023
  • Executed daily tasks in strict adherence to compliance policies.
  • Generated reports on sales performance metrics for management review.
  • Managed diaries for three brokers, preparing customer documents for annual reviews.
  • Processed high volumes of client emails and calls efficiently.
  • Provided ongoing investment feedback to clients regarding medical and disability claims.
  • Typed Trust Resolutions for administered trusts to ensure accuracy.
  • Renewed service-level agreements annually to maintain operational standards.
  • Oversaw office management, including supplies for stationery, medical aid, and kitchen.

CLAIMS ADMINISTATOR

KGA LIFE
CAPE TOWN, SOUTH AFRICA
06.2015 - 08.2020
  • Processed payments according to established guidelines within specified timeframes.
  • Evaluated incoming documents for completeness and accuracy before entry into system database.
  • Adhered to legal regulations governing privacy, confidentiality, security, and fraud prevention.
  • Analyzed claim trends to identify areas for process improvement.
  • Handled escalated customer complaints promptly while maintaining professionalism.
  • Assisted in training new staff on insurance claims processing procedures.
  • Collaborated with departments to resolve claims disputes efficiently.
  • Verified customer eligibility by reviewing policy information and claim details.

Education

Certificate in Xero

Career Acadamy
New Zealand
04-2024

Diploma

Moonstone Business School of Excellence
South Africa
12-2023

Higher Certificate

Moonstone Business School of Excellence
South Afrcia
10-2021

High School Diploma -

Amajuba Highschool
South Africa
12-1998

Level 5 Financial Advisor

ANZIIF
Auckland, NZ

Skills

  • Microsoft Office Suite
  • Xero accounting software
  • Genesys Cloud platform
  • Business acumen
  • Customer relations management
  • Organizational skills
  • Verbal and written communication
  • Efficiency optimization
  • Telephone etiquette
  • Strong work ethic
  • Quick learner
  • Job follow-up excellence
  • Team collaboration

Certification

  • Full New Zealand Drivers licence
  • Certificate in Xero

Languages

English
Professional

References

References available upon request.

Timeline

Casual Stocktaker

RGIS
05.2025 - Current

Customer Service Specialist

ASB BANK
06.2024 - Current

Broker Assistant

VICTUS GROUP
03.2021 - 08.2023

CLAIMS ADMINISTATOR

KGA LIFE
06.2015 - 08.2020

Certificate in Xero

Career Acadamy

Diploma

Moonstone Business School of Excellence

Higher Certificate

Moonstone Business School of Excellence

High School Diploma -

Amajuba Highschool

Level 5 Financial Advisor

ANZIIF

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Susan Du Toit