Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Hobbies and Interests
Timeline
Generic

Faine Phambala

Mishawaka

Summary

I am an energetic and ambitious person who has developed a mature and responsible approach to any task that I undertake, or situation that I am presented with and seeking a position to utilize my skills and abilities in various areas while contributing positively to the success of your organization.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Client Service Associate

1st Source Bank
01.2025 - Current
  • Developed client relationships through effective communication and personalized service.
  • Resolved customer inquiries efficiently, ensuring timely and accurate information delivery.
  • Coordinated with internal teams to streamline processes and enhance service delivery.
  • Implemented feedback mechanisms to identify areas for improvement in client interactions.
  • Trained new associates on customer service protocols and best practices.
  • Managed complex client accounts, ensuring consistent follow-up and resolution of issues.
  • Responded promptly to client inquiries via phone, email, or face-to-face meetings, demonstrating commitment to exceptional service standards.
  • Assisted in the retention of high-value clients through proactive communication and exceptional service delivery.
  • Ensured timely processing of transactions, reducing errors and improving overall client satisfaction levels.
  • Maintained accurate client records, allowing for efficient tracking of account activity and personalized service delivery.
  • Participated in training programs to stay current on industry trends and enhance skills necessary for successful client interactions.
  • Collaborated with sales teams to onboard new clients, providing a smooth transition experience for all parties involved.
  • Maintained accurate cash drawer, ensuring proper cash flow management.

Retail Development Executive

FIRST CAPITAL BANK
06.2020 - 02.2024
  • Extensive And Proactive selling of Bank Products
  • Seeking Cross selling Referrals and follow ups.
  • Growing and Maintaining the Branch deposit book as per set Target
  • Acting as marketing Liaison between Branches and Head Office whilst safeguarding the Banks brand
  • Coaching and Training front office customer service Team
  • Building and maintaining Relationships with existing clients and potential clients
  • Ensuring strict compliance to the banks policies and procedures

Foreign Exchange Assistant

FIRST CAPITAL BANK
04.2019 - 06.2020
  • Processing forex transactions
  • Handling forex cash and Instruments
  • Forex reconciliations and examining forex particulars before processing.
  • Providing information to clients regarding forex services requirements and compliance.
  • Adhering to requirements of the exchange control as well as meeting targets with regard to proactive performance.

Bank Teller

FIRST CAPITAL BANK
04.2016 - 03.2019
  • Balance currency, coins and check cash in drawers at the end of shift
  • Receive cash deposits, verify amounts and check accuracy of deposit slip
  • Examine cheques for endorsements and verify other information such as date, bank name, personal identifications and legality of the documents
  • Process cash withdrawals
  • Receive and count working cash at beginning of shift
  • Provide information to clients regarding banking services
  • Sort, file and record deposit slips
  • Any other duties as assigned

Clearing Department

FIRST CAPITAL BANK
11.2015 - 04.2016
  • Processing salaries for other banks
  • Processing of all government claims
  • Processing of salaries and allowances
  • Proper Filing
  • Salary proceeds and suspense accounts reconciliation
  • Processing of tobacco proceeds
  • Processing initial deposits, card fee and funds transfers
  • Capturing data on cheque-point

Cash Office (Vault)

FIRST CAPITAL BANK
10.2015 - 11.2015
  • Filing of daily vouchers
  • Data capturing (posting cash transactions)
  • Distribution of cash to and from branches/agencies
  • Depositing and withdrawing cash to and from RBM
  • Sorting and counting of cash from branches/agencies
  • Preparation of month end returns.
  • Preparation of mutilated notes from branches and agencies to RBM
  • Ordering of stationery every Monday morning
  • Sealing bricks of cash after being counted

ATM’s Custodian

FIRST CAPITAL BANK
12.2013 - 09.2015
  • Ensure all offsite ATM’s are well replenished with cash
  • Ensure all Offsite ATM’s are well maintained with minimal breakdown
  • Reconciliations are done on daily basis to ensure customers queries are timely handled
  • Ensure I.T technicians are advised of non-functioning machines.
  • Ensure all offsite ATM’s are well managed

Education

Bachelor of Commerce - Banking & Finance

Blantyre International University
01.2012

MSCE - undefined

Malawi Army Secondary School
01.2007

Skills

  • Empathy and patience
  • Issue resolution
  • Performance metrics analysis
  • Data entry proficiency
  • Client relationships
  • Interpersonal and written communication
  • Professionalism and etiquette
  • Salesforce
  • Cross-selling techniques
  • Sales documentation
  • Follow-up skills
  • Payment processing
  • Meeting deadlines

Accomplishments

  • Supervised team of 8 staff members.
  • Collaborated with team of 20 sales consultants in the development of Student Accounts at First Capital bank.
  • Achieved 85% success through effectively helping with Live customer onboarding exercise during a street bash.

Certification

  • International Institute of Certified Forensic Investigation Professionals
  • Postgraduate Certificate in Forensic Investigation
  • Subjects covering: Introduction to Fraud and Corruption, Introduction to Forensic Investigation, Preparation of Witnesses and Suspects, Keeping Chain of Custody, Interviewing Room Rules, Interviewing Suspects, Report Preparation and Writing.

Hobbies and Interests

Watching Football, Cooking, Listening to Music

Timeline

Client Service Associate

1st Source Bank
01.2025 - Current

Retail Development Executive

FIRST CAPITAL BANK
06.2020 - 02.2024

Foreign Exchange Assistant

FIRST CAPITAL BANK
04.2019 - 06.2020

Bank Teller

FIRST CAPITAL BANK
04.2016 - 03.2019

Clearing Department

FIRST CAPITAL BANK
11.2015 - 04.2016

Cash Office (Vault)

FIRST CAPITAL BANK
10.2015 - 11.2015

ATM’s Custodian

FIRST CAPITAL BANK
12.2013 - 09.2015

MSCE - undefined

Malawi Army Secondary School

Bachelor of Commerce - Banking & Finance

Blantyre International University

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Faine Phambala