Tshidi Fortunate Okpoko
Inbound & Outbound • Home Loan Early Stage Collections
Steele dale
Summary
Dynamic, results-oriented professional with exceptional investigative skills and a proven track record of delivering outstanding customer service. Known for effective communication across all organizational levels, with a strong ability to engage and collaborate with diverse teams. Quick learner with a competitive mindset, consistently seeking opportunities to enhance knowledge and skills in pursuit of excellence. Committed to driving success through a proactive approach and a passion for continuous improvement.
Overview
18
18
years of professional experience
4
4
Languages
Work History
Call Centre Inbound & Outbound • Home loans Early Collections days
Absa Contact Centre, Auckland Park
06.2023 - Current
- Handle questions or complaints.
- Investigate and resolve discrepancies.
- Educate clients on importance of positive conduct on their accounts by means of providing for debit orders on time.
- Rehabilitating clients by offering restructure arrangements on overdue accounts due to missed installments to avoid legal proceedings.
- Emphasizing the importance of displaying positive behaviors on home loan accounts to our clients and so improving the overall credit rating.
- Charge off accounts to legal where rehabilitation has failed, and client displays no willingness to pay.
- Avaya One X
Debt review Officer
Absa Contact Centre, Auckland Park
07.2016 - 05.2023
- Resolve debt review queries/Complaints and escalations received from debt counsellors and clients while ensuring high level of customer service. (Investigating and resolving)
- Motivate the team; check the balance calculations accuracy on legal cards for the team before sending them for closure.
- Training the team as I am very good with investigations on all products.
- Always assist team members who are struggling with our objectives as well, as I have advanced experience in assisting with complex matters.
Collections Outbound Agent (Transactional and Deposit Cheque Accounts) 33-120 days
Absa Contact Centre, Auckland Park
03.2010 - 06.2016
- Negotiate for arrangements on excess amounts to rectify accounts.
- Advise clients who have over drafts in place to reduce facilities monthly to minimize the banks risk.
- Educate clients on importance of positive conduct on their accounts by means of providing for debit orders, charges, and interest on time.
- Rehabilitating clients by offering restructure arrangements on overdue accounts either due to charges accumulated or overdraft facilities to avoid legal proceedings.
- Emphasizing the importance of displaying positive behaviors on cheque accounts to our clients and so improving the overall credit rating.
- Charge off accounts to legal where rehabilitation has failed, and client displays no willingness to pay
- Also charging off and recuing Personal Loan accounts.
- I was also a 2IC and assisting my team manager in the collections department by motivating the team sending daily stats and checking teamwork.
- Dialler (Magellan)
Collections Outbound and Inbound Agent
Pholosa Asset Management
10.2007 - 02.2010
- Recovering debt, capturing updated data, Customer service, Resolving queries. Educating clients on ITC.
- Recovering debt, capturing updated data, Customer service, Resolving queries. Educating clients on ITC.
- Managed high call volume periods adeptly, employing effective multitasking abilities to ensure minimal disruption in service.
Education
Diploma - Paralegal
SA School of Paralegal Studies
Business Management
Regent Business School
04.2001 -
No Degree - Grade 12 (Matric)
Senaoane Senior Secondary School
Johannesburg 04.2001 -
Skills
Service excellence
Debt Recovery
Teamwork and collaboration
Friendly, positive attitude
Rehabilitation
Thorough investigative skills
Interest Rate Calculation & Discrepancy Resolution
Conflict Resolution & Problem-Solving
Effective decision-making
References
Jared, Moorgas, Team Manager, 011 501-7123, 084-706-993-8, Absa bank
Personal Details
- Title: Mrs
- Surname: Okpoko
- First Name: Tshidi
- Gender: Female
- Date of birth: 1985-08-11
- Nationality: South African
- Home Languages: English, IsiZulu, Xhosa and Sotho (Speak, Read and Write)
- Driver’s License: Code 10 (own transport)
- Health: Excellent
Timeline
Call Centre Inbound & Outbound • Home loans Early Collections days
Absa Contact Centre, Auckland Park
06.2023 - Current
Debt review Officer
Absa Contact Centre, Auckland Park
07.2016 - 05.2023
Collections Outbound Agent (Transactional and Deposit Cheque Accounts) 33-120 days
Absa Contact Centre, Auckland Park
03.2010 - 06.2016
Collections Outbound and Inbound Agent
Pholosa Asset Management
10.2007 - 02.2010
Business Management
Regent Business School
04.2001 -
No Degree - Grade 12 (Matric)
Senaoane Senior Secondary School
04.2001 -
Diploma - Paralegal
SA School of Paralegal Studies