Dedicated financial assessor and mediator with over 8 years in debt counseling, dispute resolution, and client management. Adept at leading teams, analyzing financial data, and delivering exceptional customer service to optimize financial outcomes.
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.
National Debt Mediation Association
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.
National Senior Certificate
Debt counseling certificate
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Capable of assessing client financial data and providing tailored advice for debt resolution.
National Debt Mediation Association
Professional Customer Service. Analyse and evaluate and resolve consumer queries and cases. Collate all the information and compile supporting documentation. Mediate disputes and propose manageable solutions between consumers and credit providers in a service and quality focused environment. Be able to analyse the response from the credit providers. Implement new agreements. Service delivery in a timely, professional and diplomatic manner with the required urgency. Technical proficiency to deal with pre- and post-legal, Debt Review and various intricate cases. To assist consumer with information and guidance on how to change their debt stressed situation. Deal with complaints from consumers. Reporting. Operational and Management reporting. Writing Case Studies
Summit Financial Partners
Monitor client portfolio from form 16 to court. Following up on short payment. Checking discrepancies list from creditors. Explaining the debt counselling process to clients telephonically. Explaining the debt counselling fees including after care fees to clients telephonically. Making sure clients understand the implication of not making payments while under debt counseling. Issuing of all necessary documents for debt counselling (F16, F17.1, F17.2). Preparing Proposals and F19’s. Negotiating with Creditors, Attorneys, Debt Collectors, Service Provider and Other Debt Counsellors. Attending all queries from the Creditors, Attorneys, Debt Collectors, Service Provider and Other Debt Counsellors,. Updating queries on CRM system Engin & Simplicity. Resolve clients queries and complaints timely. Balance reconciliation. Respond to NCR queries and complaints. Facilitate proactive maintenance of client accounts. Re-instate terminated account. Stop repossession of client assets. Issue Court Order Sent with proposal to creditors. Correct Suspended accounts. Request Settlement amount. Request Paid up letters. Resolved Balance dispute queries. Issue clearance certificate. Submit17.3 with revised proposal. Submit 17.7 to transfer clients to other DC. Issue withdrawal / 17.W. Updating NCR Help-desk and credit bureaus. Update client regarding Annual review/ payment escalation. Requesting latest balances from creditors. Correct Payment distributed to incorrect account. Request for refund from creditors. Attend to service complaint against consultant. Do Balance reconciliation to compare payment made. Complaint resolution. Challenging default adverse listing. Challenging Judgments. Challenging reckless lending. Challenging In duplum rule accounts. Challenging arrears interest
Interface Inc
Day to day communication with clients. Customer service. Debt Review assessments for clients. General advice to client. Updating client folder on simplicity/maximus and i drive. Liaising with credit providers and clients