Open to opportunities

Nosipho Dladla

@nosiphodladla

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Customer Advocate with 6+ years in banking and insurance, specializing in retention and complaint resolution.

South Africa

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What I'm looking for

I’m looking for a customer-focused role where I can advocate for clients, resolve complex concerns, retain at-risk customers, and deliver consistent service—using CRM systems and remote support—while meeting FAIS and banking compliance requirements.

I’m a Customer Advocate and Customer Success professional with 6+ years of experience in banking and insurance, focused on resolving complex customer concerns while meeting compliance and service standards. I build trusted client relationships, especially with at-risk customers, by listening, investigating properly, and advocating for outcomes that work.

In my roles, I’ve handled high-impact policy and banking cases—from cancellations and billing or service disputes to digital and account queries—while maintaining accurate records in CRM systems. I conduct policy reviews and underwriting assessments to support fair, suitable coverage, and I educate clients on benefits and options so decisions are transparent and informed.

I’m recognized for delivering remote customer support that keeps service uninterrupted and clients satisfied, including during the COVID-19 period.

I combine strong customer retention, conflict resolution, and financial product advisory with clear communication and accurate administrative reporting. Whether it’s complaint resolution, customer education, or CRM documentation, I consistently improve customer experience by directing support through the correct channels and following through until the concern is resolved.

Experience

Work history, roles, and key accomplishments

Customer Advocate (Insurance)

OUTsurance

Jan 2022 - May 2024 (2 years 4 months)

Acted as a customer advocate for policyholders at risk of cancellation by identifying concerns and delivering tailored retention solutions. Conducted policy reviews and underwriting assessments and maintained accurate CRM records in line with FAIS and underwriting guidelines.

Customer Advocacy Customer Retention Policy Reviews Underwriting Complaint Resolution CRM Systems Conflict Resolution Customer Relationship Management

Financial Product Advisor (FNB)

First National Bank (FNB)

Apr 2018 - Apr 2021 (3 years)

Advised clients on financial protection products, including short-term insurance, life cover, funeral cover, and debt protection plans. Delivered remote and branch-based customer support during COVID-19 using needs analysis to build trusted relationships and support informed decisions.

Needs Analysis Short Term Insurance Funeral Cover Debt Protection Plans Remote Customer Support Customer Relationship Management

Client Care Consultant

Capitec Bank

Jun 2016 - Apr 2018 (1 year 10 months)

Provided frontline customer support and advocacy for account, transaction, and digital banking enquiries while resolving ATM disputes, card issues, and loan enquiries. Supported mobile and internet banking, investigated complaints, and maintained accurate client documentation in line with banking compliance expectations.

Digital Banking Loan Enquiries Mobile Banking Internet Banking Support Customer Education

Education

Degrees, certifications, and relevant coursework

Regenesys Business School

Bachelor of Laws (LLB), Law

2022 - 2024

Acted as a customer advocate for policyholders at risk of cancellation, providing tailored retention solutions. Conducted policy reviews and underwriting assessments to help support fair and suitable insurance coverage.