“Being the best I can be in all that I do is my signature approach,” says UPWAY Customer Service Champion Marilyn Abrahams, a senior administrative officer in the Department of Finance. She chats about her role and the values she holds dear.

Tell us about your job and what you do on a daily basis.

I am a senior administrative control officer in the Financial Aid division in the Department of Finance. My duty is to provide students with the best financial assistance that the University has to offer. I also assist students with enquiries related to the National Student Financial Aid Scheme (NSFAS); this has become very difficult as the NSFAS administers most of its processes internally. Being of assistance to others is what gives me complete fulfilment. I have strong Christian values, which motivate me to go above and beyond. 

I am a people-oriented person. One of my strongest principles is to “treat others the way you want to be treated”. Treat people fairly and with dignity. Being the best I can be in all that I do is my signature approach. 

What attracted you to UP?

My journey with UP started in 2010. We relocated to Gauteng from Saldana Bay on the West Coast in 2008. At the time, I was a full-time housewife. I was informed about a temporary cashier position that had become available at UP. Because I had cashier experience, I was contacted by Beverley de Wet (line manager) in the SSC Financial Aspects to help out on a temporary basis during the registration period. I was a temp rotating in the SSC, from cashiering to Student Accounts and Financial Aid. 

I gave my all and I was in my element as I loved to help students wherever I was placed. I was a temp until December 2011. Then I got a permanent post in Financial Aid in the Administration building. I officially started in January 2012, in the back-office, as we call it. 

What do you enjoy about your job and why?

People always say that it is good to learn and grow in a department by working from the ground up – that was me! I started right at the bottom in the division, and learned all the processes within Financial Aid. I truly enjoy being of assistance to students and colleagues. My greatest weakness is seeing someone struggle and not being able to help. I always have the need to find a solution to a problem. At the end of the day, UP wins right? 

What do you enjoy least about your job?

Not being able to assist our NSFAS students the way we used to, as the NSFAS took over almost all of the processes, leaving us mostly in the dark. Students are frustrated and we cannot provide most of the answers they need. 

What are the challenges that come with your line of work?  

We need to have a lot of empathy as students are faced with real problems; we have to be the support and sometimes be a mother or sister. You must have compassion to listen and be there for a student who might enter your office in desperation. Some share their heartache and challenges; then you get the odd ones who speak to you with such disdain that you need to take a deep breath, regroup, and respond with dignity and respect. In these moments, you try to tell yourself that the student is speaking out of frustration. This is where emotional intelligence is required. Some consultations can leave you overwhelmed and emotionally drained, but we continue to serve with pride. I am very fulfilled in my job as I have the opportunity to add value in all spheres. As one of my colleagues always says, “Live in the moment!” That is where I am in my life’s journey at UP. I live to make today matter. The COVID-19 pandemic taught me to live for now, to be real now.

What are your plans for the future? 

An interview question that we are always asked is: Where do you see yourself in the next five years? I remember answering: “I see myself as the manager of this division.” I have grown from the bottom up. Whether it will work out in that order is of less relevance to me. I have decided to bring the qualities of my work ethic to my daily life, regardless of my title.

What is your favourite motivational quote? 

“Blom waar jy geplant is” (“Blossom where you are planted.”) Learn as much as you can, grow in your domain and blossom where you are. You are placed there for a reason or a season. This is part of your journey. Embrace it and you will be surprised when one day, you look back and see how it all fitted into your destiny. I firmly believe that we all have a purpose to fulfil wherever life plants us. Just be you and add your own sparkle.

I started at UP in 2008 as a temporary cashier. I was told it would be for about two weeks. But I gave my all. I arrived early and stayed a little late. I helped wherever help was needed. I worked and proved myself worthy of recognition. My work ethic is what made people see the value that I add. My temporary job became a contract job, until I became permanent. Sincerity, honesty, integrity and hard work pays. 

What do you enjoy doing in your free time?

Outside of work, I love to do makeovers around the house (DIY). I love being creative by sewing, knitting and crocheting (at times). I live on The Home channel. That is my happy place. I love décor and styles that are different!

Do you have any suggestions on how to make UP an even better place to work?

Avoid comparison at all costs. Your division/department is unique and has its various facets of work. Teach, grow and equip all staff. From my military experience, I learned the following: leave no man behind. Be the support structure wherever the next person needs a crutch or motivation. There is no “I” in the word team. Teamwork makes the dream work. 

Tell us one fun fact about yourself.

I am a bit of a daredevil. I love amusement parks like Gold Reef City!

Fast favourites: 

Food: Biryani

Artists: Whitney Houston and CeCe Winans

Movie: The Fast and the Furious franchise