Mbali - Senior Financial Coach & Mediator with 8+ years in Debt Management and Customer Service

Exceptional ability to engage with clients, resolve issues, and ensure customer satisfaction.

Skilled in analyzing financial cases, mediating disputes, and guiding clients through debt management processes.

Excellent verbal and written communication, facilitating clear information exchange with clients and teams.

Proven ability to lead teams, coordinate activities, and improve operational workflows.

Day to day call centre activities. Liaising with the Debt Counsellor advising them how the NDMA works and what are the benefits.. Liaising with Consumers and advising them how the NDMA works and how to manage their debts.. Educating the consumers on how debt review works.. Assisting Debt Counsellor with system problem.. Taking ownership of values and activities that aligned with corporate initiatives;. Address the complaints and disputes professionally, rendering a high degree of quality service;. Obtain all relevant information required to resolve the complaint and dispute as quickly as possible.. Determine the complexity of the complaint and dispute and assess the best strategic manner to resolve the complaint and dispute.. Manage daily work load and intake of new complaints and disputes to ensure immediate appropriate action;. To continuously liaise and negotiate with the controlling structures to ensure quick resolving of the complaint and dispute;. Ongoing interaction with credit providers regarding proposals.. Identify, evaluate and resolve consumer requests.. Identify consumer needs and propose relevant solutions and options.. Collate all the information and relevant supporting documentation.. Evaluate the information and documents and formulate a suitable plan of action.. Provide sound credit and rehabilitation related advice.. Negotiate with numerous relevant stakeholders.. Evaluate response from Credit Providers and identify potential solutions.. Initiate and conclude mediation and negotiation process between various stakeholders.. Make recommendations to Credit Provider and Consumer.. Where the case is complex, escalate the compliant to a higher level within the Credit Provider or Financial wellness Manager within the NDMA.. Contribute to and participate in consumer education campaigns by:. Identify trends by being actively involved in resolving cases.. Provide insight into the relevant topics to address trends during various campaigns.. Provide consumers with practical budgeting and financial advice to facilitate financial literacy.. Document case studies from unusual cases and report on them.. Perform ad-hoc functions.