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Cebile
Portfolio Optimisation Team Lead at STD BANK, WESBANK AND BMW
Contacto
Competencias
Skilled in managing customer interactions to enhance satisfaction and retention.
Experienced in negotiating repayment plans and managing debt recovery processes.
Proficient in developing QA procedures and monitoring service quality across teams.
Capable of leading teams, providing coaching, and improving team performance.
Educación
Resumen
Results-driven professional with extensive experience in debt collection, quality assurance, and team leadership within financial services. Proven ability to optimize processes, enhance customer satisfaction, and lead high-performing teams.
Logros Clave
- Developed and implemented quality assurance procedures, improving customer response accuracy.
- Monitored accounts and call responses, ensuring compliance and enhancing service quality.
- Led coaching sessions that increased team performance and customer satisfaction.
- Reconciled accounts and managed debt collection processes, reducing overdue balances.
- Negotiated payment plans, successfully recovering outstanding debts.
Experiencia
Portfolio Optimisation Team Lead and QA Manager
Developing Quality Assurance Procedures. Monitor customer care email responses. Monitor accounts daily for QA prepares. Monitor incoming and outgoing calls. Inspect documents. Provide Coaching and training to support team. Documentation and Reporting. Compliance Monitoring. Training and Mentoring. Prepare and analyses internal and external quality reports for management stats review. Monitor account performance, identify areas for improvement, and provide proactive recommendations. Team Performance Monitoring
Debtors/Credit Controller
Inbound, Outbound, negotiating settlements. Arranging PTPS AND AOD’S. Monitor Debit orders. Data Capturing. Negotiating Payment plan. Reconciling accounts. Manage and collect debt. Sending statement and doing follow up. Develop and maintain relationship with debtor. Monitoring debtor account balance. Responding to debtors enquires. Using SAP AND Excalibur for payment update and statement. Tracing. Sending email. Daily follow ups and week and monthly repo and assisting with monthly invoice. Updating pay on system and issuing AOD’s
Team Leader
Inbound and Outbound. Closing of sales. Coaching the team. Resolving daily queries. Sending email. Capturing of form 16. Documents verification. Using Simplicity system for all updates. Client Education. Negotiation. Plan Development. Legal Compliance. Driving Targets and performance
Debtor Collector
Inbound and outbound. Settlement arrangements. Referring customer to sign AOD with the city. Using SAP AND Excalibur for all payment updates. Resolving daily queries. Negotiating re-payment plans. Worked on a 20 million book with a target of 1 million per month. Sending emails and invoices
Debt Collector (Bank Books)
Inbound, Outbound, calling debtor for settlement of account. Arranging PTPS. Selling Debit orders. Data Capturing. Transfer Calls. Take messages. Answering Calls. Emailing and Queries. Using in-house System. Follow ups. Check payments daily. Daily target and Monthly target. Registered with debtor council. Payment and system updates
Debtors/Credit Controller
Timely and active collection of all debts and customers payments. Negotiating re-payment plans. Maintaining contact with clients to ensure invoices are clear for payment. Resolving queries both internally and externally around outstanding invoices. Posting and allocating daily receipts to accounting systems. Providing accounts information to internal department. Inbound, outbound, emailing of statement. Making arrangements. Sending section 123. Using SAP for payment. Using Excalibur system