Celiwe Clementine Nxumalo
Johannesburg
Summary
I regard myself as an ideally articulate, service driven team player. Able to work under pressure and handle all queries regarding service delivery. Hard working honest individual, doing the best at my ability, I like challenges and job satisfaction through service delivery at the end of a working day. I am eager to learn and believe in fairness & respects, given the opportunity I can only be an asset to any company, Quick thinking and level headedness, keeping calm under pressure are some of my strong attributes. I am a goal oriented and very target driven individual. The above is a brief of resume of my CV, should there be any clarification needed, I will be available for open discussion.
Overview
16
16
years of professional experience
Work History
Account management consultant
Standard Bank
05.2019 - Current
- Telephonic collections focusing on minimizing the forward roll rate of potential non-performing loans and increasing recoveries on the non-performing loans, with the emphasis on customer retention, education and rehabilitation, through effective and efficient collections skills. To handle customer enquiries and requests across all mediums (i.e. phone, e-mail etc.) accurately and within agreed service times
Provide efficient, professional and quality service to customers aligned to customer centric values
Maintains a conversational flow during calls
Proactively educates the customer about self-service options and appropriate self-service channels
Explores the account in detail to establish customer payment behavior and patterns
Advise customer of the consequences of non-payment and educates on the benefits of paying the account aligned to the delinquency status of the account . Correctly logs service requests (queries and complaints) as either a “first contact resolution” or “non-first contact resolution "Quality Assurance (Compliance)•Create a relationship of equality and trust by exchanging information through the utilization of the different verification processes•
Centralised collections
Capitec bank
01.2015 - 04.2019
- Nurturing client relationships by communicating in a respectful and professional manner
- Assisting client with repayment solution on inbound and outbound
- Retain clients' business
- Assisting with reversal of funds were needed
- Restructuring client’s repayment term
Personal loans disbursement administrator
JDG Trading
01.2011 - 04.2014
- Responsible for investigating potential borrowers and determining their eligibility
- Evaluate, authorize, or recommend approval of disbursement
- Check bank statements and client’s payslip for any fraudulent activities
- Capturing of customer’s banking details on the system accounts
- Making sure that SLA is met
- Loading bank code as well as debit and stop orders
- Manage and communicate the risks associated with outstanding securities
- Sound working knowledge of Banking Administration software systems [e.g. Vision Plus, APT]
- Basic overall financial Services operational knowledge, reaching highest of targets set.
- Working hand in hand with clients’ accounts, determining short payments, errors
- Maintain administration
- Data Capturing
Collections agent
JDG Trading
05.2010 - 08.2011
- Collect payments on past due bills
- Locate customers using credit bureau information, background checks, loan documents, and other paperwork or databases
- Call customers using telephone
- Inform clients of overdue accounts and amount currently owed
- Ensure all customer information is correct, including phone numbers and addresses
- Set up repayment plans and new terms
- Record new commitment to repay debt
Education
High School - Math’s SG, Science SG, Biology HG, Home Economics HG, English HG, Afrikaans HG
Waverly Girls High School
01.2006
Degree - Bachelor of Education Intermediate Phase
Unisa
Bachelor of Education -
Unisa
01-2023
Skills
- Computer literacy
- Microsoft Word
- Microsoft Excel
- Outlook (E-Mail)
- Typing Skills
- Project management
- Client support
- Data analytics
- Negotiation
- Data review
- Financial management
Timeline
Account management consultant
Standard Bank
05.2019 - Current
Centralised collections
Capitec bank
01.2015 - 04.2019
Personal loans disbursement administrator
JDG Trading
01.2011 - 04.2014
Collections agent
JDG Trading
05.2010 - 08.2011
High School - Math’s SG, Science SG, Biology HG, Home Economics HG, English HG, Afrikaans HG
Waverly Girls High School
Degree - Bachelor of Education Intermediate Phase
Unisa
Bachelor of Education -
Unisa