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
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
Similar Profiles
Zamambo MkhizeZamambo Mkhize
Service Centre Manager (Operations) at Absa Bank (Absa Life Contact Centre)Service Centre Manager (Operations) at Absa Bank (Absa Life Contact Centre)
Refiloe KhobotleRefiloe Khobotle
Call Center Agent, Inbound at Absa Contact CentreCall Center Agent, Inbound at Absa Contact Centre
Tsepang MoejaneTsepang Moejane
Digital Banking Analyst at Absa Contact CentreDigital Banking Analyst at Absa Contact Centre
DAWSON SCHRADERDAWSON SCHRADER
Sales Associate at Cobbs BreadSales Associate at Cobbs Bread
Krystina FincherKrystina Fincher
CNA at Cherokee Health and RehabCNA at Cherokee Health and Rehab