Outstanding customer service at call center

Yesterday I needed an update on whether my cards were ready for collection, and dialed a number I thought to be for the Sandown branch. Mbali picked up and though she informed that she's at the national call center, she offered and managed to professionally and enthusiastically assist with my questions which I thought I could only ask the banker. Though the system was slow and letting her down, Mbali made sure she sent a message to my banker to call me back and assist me since her system was not cooperating and he definitely did call.

The product knowledge and willingness to assist from Mbali's part gave me assurance that I made the right decision switching to Nedbank! I unfortunately didn't get her surname but the call was made at 14:04 on 28 October 2020. Nedbank surely needs more employees like her and I hope she is appreciated by her superiors and gets due recognition to keep her motivated. Mbali deserves to be Customer Services Manager.

Thanks Mbali, you really made my day yesterday!