Marie Joanne FORTUNO SAMINADEN
Port Louis,PL
Summary
Vigilant Risk Officer independently overseeing ongoing risk analysis and mitigation. Assesses and challenges front-line risk management execution to expose and remedy shortcomings.
Overview
8
8
years of professional experience
Work History
ProActive Risk Management Officer
SBM Bank
09.2021 - Current
- Monitoring and fraud detection
- Assist clients and staff with issues related to card
- Report any fraud on cards
- Conducted surveillance to detect suspicious activity
Customer Service Representative
SBM Bank
08.2020 - 09.2021
- Provided primary customer support to internal and external customers
- Responded to customer requests for products, services, and company information
- Updated account information to maintain customer records
- Answered customer telephone calls promptly to avoid on-hold wait times
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Offered advice and assistance to customers, paying attention to special needs or wants
- Answered constant flow of customer calls with minimal wait times
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Participated in team meetings and training sessions to stay informed about product updates and changes
- Processed customer service orders promptly to increase customer satisfaction
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
Teller
SBM Bank
01.2016 - 07.2020
- Educated customers on use of banking website and mobile apps
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates
- Processed customer transactions promptly, minimizing wait times
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service
- Identified sales opportunities and referred customers to branch partners in financial services
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches
Education
MBA -
OPEN UNIVERSITY OF MAURITIUS
Curepipe, Mauritius06.2023
BBA - Accounting
EIILM UNIVERSITY
Ebene12.2013
Skills
- Verbal Communication
- Customer Relations
- Problem Resolution
- Computer Skills
- Active Listening
- Dependable and Responsible
- Data Management
- Flexible and Adaptable
Professional Skills
- Able to work under pressure and meet deadline
- Good knowledge of customer service ( KYC update/account opening/loan application and so on)
- Good knowledge of the bank systems ( CRM / Finacle/ Smart Vista/ FinnOne
- Ability to work in a team
- Always willing to learn new things and share my knowledge
Summary of Qualifications
- Professional and courteous customer service with high levels of integrity and accuracy.
- Experienced in cash handling, balancing drawers and inventory management.
- Well-versed in industry regulations and asset protection strategies.
Timeline
ProActive Risk Management Officer
SBM Bank
09.2021 - Current
Customer Service Representative
SBM Bank
08.2020 - 09.2021
Teller
SBM Bank
01.2016 - 07.2020
MBA -
OPEN UNIVERSITY OF MAURITIUS
BBA - Accounting
EIILM UNIVERSITY
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