Summary
Overview
Work History
Education
Skills
Personal Information
Timeline
Generic

Cindy Aspeling

Head Of Collections
Johannesburg

Summary

Goal-driven & Results-oriented Collections Manager, reduces delinquencies and mitigate risks. Focused on building a positive rapport with clients, colleagues and Executives to achieve objectives.

Establishes effective department workflow and maximizes employee compliance, productivity and success in resolving payment issues.

Overview

20
20
years of professional experience

Work History

COLLECTIONS MANAGER AND KEY INDIVIDUAL

TELJOY
07.2019 - Current
  • Implementation of the Teljoy Collections strategy: Team management and development, Creation and Management of monthly targets, commissions and performance, Improve Payment methods of Collection, Asset Collections (Internal and External), Agent Performance management and training, Efficient administration, Customer Management, Development of measurable metrics to measure the teams on, Systems stability, Administration, Management and oversight of all External Debt Collectors (EDC’s), Effective processes for handover to EDC, Improvement of Internal communication between customer care and collections teams for improvement customer engagement, Internal transaction management, Efficient administration of platforms such as SAFPS, CPB, Debit order management, External Hard Collections Relationship management, Strategic Input, Assistance with Strategy Development (Debtors), Continuous monitoring of the collections relative to the scorecard with suggestions, Addition or improvement of payment gateways, Operational Reporting, Daily Reporting (Internal / External and asset collections), Monthly Reporting (Internal / External and asset collections), COMPLIANCE, Oversight and Management of Compliance environment, Ensuring License conditions and company information is adhered to in terms of; Marketing material, Record Keeping, internal resolutions processes for claims and complaints, FIC, TCF and POPI Adherence, Company Financial soundness, Controlling Rep Register, Continuous training in respect of KI Role, Meeting CPD cycle targets, Direct supervision, Oversight and Management, Development of the representatives, Ensuring Compliance milestones are met, Reporting, Preparing Monthly report and Dashboard
  • Performed administrative tasks such as recordkeeping, writing correspondence and gathering materials.
  • Improved overall financial reporting by streamlining control processes and reporting structures.
  • Contacted customers to discuss late payments and options for remitting amounts due.
  • Reduced delinquency rates with proactive account monitoring and timely communication.
  • Led cross-departmental initiatives aimed at minimizing bad debts exposure through early detection of warning signs in customer behavior patterns.
  • Collaborated with cross-functional teams to address customer disputes and resolve billing issues promptly.
  • Analyzed business processes to identify cost savings and operational efficiencies.
  • Provided exceptional customer service throughout the collections process, addressing concerns promptly while upholding company values.
  • Supported financial director with special projects and additional job duties.
  • Analyzed financial data to identify trends, risks, and opportunities for improved collections strategies.
  • Set up and updated customer accounts and CRM with interactions, payments and personal information.
  • Organized and detail-oriented with a strong work ethic.
  • Identified issues, analyzed information and provided solutions to problems.
  • Demonstrated strong organizational and time management skills while managing multiple projects.

RETENTIONS OPERATIONS MANAGER & KEY INDIVIDUAL

FNB (INSURANCE PILLAR)
06.2018 - 06.2019
  • Provide sales support efficiencies and services in order to ensure retention of clients, Influence business processes through the retentions management function by identifying and communicating value add initiatives, Retentions initiatives, Initiative trackers/list,
  • Build Retentions capability to cover a large array of Product portfolio’s, Ensure adherence to Active Operations management and standards, Leads management,
  • Meeting retentions and conversion rates, Maintaining lowest Abandonment rate and adherence to SLA, Dashboards – Daily Agent reports, Weekly, monthly management reports, Action management reports, Initiative reports, Monitoring and measure QA and NPS (Net Promoter score – customer satisfaction), Stakeholder engagement, Team Buzz meetings (daily), Weekly Retentions forum (technical resources), Monthly Pillar Manco (present campaign performances to product owners), People Development,
  • Aligning training and learning initiatives with employee PDP, Number of bursary approvals relative to PDP interventions identified, Development and implementation of people succession plan,
  • Cost containment, Economies of scale (Reduction in Unit cost), Overtime cost management, Contingency workers containment cost, Prepare staff Commissions for pay-outs, Planning Incentives and monthly awards for Dept
  • Developed robust contingency plans to ensure business continuity during unforeseen disruptions.
  • Developed and implemented strategies to maximize customer satisfaction.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Increased profit by streamlining operations.

COLLECTIONS TEAM LEADER & REGISTERED KEY INDIVIDUAL

REGENT INSURANCE COMPANY
11.2013 - 05.2018
  • Manage Collection cycle for all Life & Short-term products [EDI / Debit Order] in order to achieve business targets, Executing collections campaign strategy to achieve set standard achieving targets to enhance operations Daily, weekly and monthly performance standards, Monitor & manage collection method changes,
  • Enhance collection capability, Identify and enhancement of business processes to improve collection activities & implement, Improve contact and promise to pay [PTP] ratio’s as well as success rate of PTP’s, Review and improve reporting to stakeholders and prepare monthly Exco reports for submission, Monthly meeting with Heads of various BU’s to review stats and existing targets, Training and development of staff, Performance Management, Staff engagement – weekly / Monthly meetings, Engage and Partner with various business units, Drive collection value proposition, Ensure Dialler activity compliments productivity.
  • Analysing and interrogating data from leads received and tracking trends and changes from month to month basis on various collection campaigns,
  • Doing quarterly SWOT analysis to ensure targets and strategies are still in line, Ensuring all compliance Risk Management Plans are in place, Planning and organising staff events such as incentive drives and team building outings, Preparing bi-annual staff appraisals, Reviewing and resolving Fit and Proper queries,
  • Administration of contracts and agreements for all representatives overseen in my area

RETENTION TEAM LEADER

REGENT INSURANCE COMPANY
  • Monitoring of performance of both the team and individuals i.e
  • Performance management and targets, Manage the daily running of the team, Ensure that company policies for the management of people and processes and procedures are complied with, within the functional area of responsibility, Compile daily, weekly, monthly etc
  • Reports by recording statistics, individual productivity rates and the performance levels of the team members and preparing reports, Organize staffing, including shift patterns and the number of staff required to meet daily operational needs

SALES TEAM LEADER

LIQUID CAPITAL (Div Of Imperial Group)
04.2010 - 11.2013
  • Supervision and development of the Call Centre Sales Team, Ensure that targets are met adhered to and revised accordingly [Outbound connects, talk time, wrap up time, Conversion rate on leads vs Sales], Lead daily sales action planning meetings with individual Sales Representatives,
  • Ensuring workflow runs smoothly, enough staff to carry out operational duties, approve and decline leave, monitor staff breaks, Dealing with client escalations and complaints, Prepare staff Commissions for pay-outs,
  • Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
  • Sign off on premium discounts, wavering of admin / Broker fees, double deals, Compiling Daily Dashboard for Sales Tracking, Motivate staff and arrange incentives
  • Led weekly sales meetings to review performance metrics and develop action plans for continuous improvement.
  • Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.

ADMINISTRATIVE SUPERVISOR [RETENTIONS, ADMIN & UNDERWRITERS]

LIQUID CAPITAL
  • Supervision and development of Retentions / underwriters and Admin staff, Ensure that targets are met adhered to and revised accordingly [Outbound / Inbound connects, talk time, wrap up time, Conversion rate on underwritings vs
  • Leads sent through from sales], Ensuring a good relationship between sales and back office support, Ensuring staff adhere to SLA’s, Develop individual plans for improvement, growth, Prepare staff Commissions for pay-outs, Sign off on premium discounts, wavering of admin / Broker fees, double deals, Planning Incentives and monthly awards for Dept
  • To increase productivity, Motivate staff and arrange incentives

ADHOC

LIQUID CAPITAL
  • Identifying opportunities and present logical solutions for business and process or systems improvements on [Cardinal – CIMS3], Systems testing, assist with EDI’s, Data migrations, liase with systems developers and Directors, Ordering stationery in accordance with Departments Budgets, liaising with Post office, Monitoring Fulfilment, Sign off for Documents leaving the premises and ensuring that stationery, policy documents are in full supply, Reviewing and drafting up sales / Retentions/ Underwriting / Admin scripts in line with legal and compliance requirements

REGISTERED KEY INDIVIDUAL

LIQUID CAPITAL
- 11.2013
  • Oversee all Representatives that are working under Supervision, Ensure that Representatives have and obtain their relevant FAIS Credits, Administration of contracts and agreements: Signing the supervision agreements of new agents employed, updating existing representative’s contracts accordingly, Compliance Monitoring and ensuring Company benchmarks are met and overall Company impression is preserved, Reviewing and resolving Fit and Proper queries, Coaching of representatives with low compliance scores, Attending QA meetings, Reviewing and drafting up sales / Retentions/ Underwriting / Admin scripts in line with legal and compliance requirements

FINANCIAL CONSULTANTS

ALFIN FINANCE / (Div of STANDARD BANK)
08.2007 - 03.2009
  • Arranging private vehicle sales for Standard Bank clients, Liaising with Buyer and seller, Upselling VAP’s, Vetting own applications, preparing contracts and signing up own contracts in line with NCA requirements, Getting vehicle papers and registrations in order, couriering to buyer

BUSINESS DEVELOPMENT OFFICER

WESBANK (Div of First Rand Rand)
04.2004 - 07.2007
  • Responsible for pre-selected group of dealerships, dealing with customer and dealership from beginning to End process; from receiving customer application, negotiating interest rates, upselling VAPS and dealer payouts

Education

Post Graduate Diploma Business Management – NQF Level 8 -

MANCOSA

BCOM Business Management (2018) – NQF Level 7 - undefined

UNISA

Grade 12 with Senior certificate – NQF Level 4 - undefined

Missouri Senior Secondary School

Full Retail Insurance Qualification – 150 Credits NQF LEVEL 4 -

FAISIT

First Level Regulatory Examination: Key Individuals in Categories I, II, IIA, III & IV -

Moonstone Business School of Excellence

First Level Regulatory Examination: Representatives -

Moonstone Business School of Excellence

NCA COMPLIANT (National Credit Act) -

NCA

Skills

  • Skilled at working collaboratively in a team environment as well as independently

  • Launching cultural programs to support operations

  • Cost Data Analysis

  • Proactive and Focused

  • Planning and coordination

  • Performance Metrics Monitoring

Personal Information

  • ID Number: 8109210280088
  • Gender: Female
  • Nationality: South African, Coloured
  • Marital Status: Married

Timeline

COLLECTIONS MANAGER AND KEY INDIVIDUAL

TELJOY
07.2019 - Current

RETENTIONS OPERATIONS MANAGER & KEY INDIVIDUAL

FNB (INSURANCE PILLAR)
06.2018 - 06.2019

COLLECTIONS TEAM LEADER & REGISTERED KEY INDIVIDUAL

REGENT INSURANCE COMPANY
11.2013 - 05.2018

SALES TEAM LEADER

LIQUID CAPITAL (Div Of Imperial Group)
04.2010 - 11.2013

FINANCIAL CONSULTANTS

ALFIN FINANCE / (Div of STANDARD BANK)
08.2007 - 03.2009

BUSINESS DEVELOPMENT OFFICER

WESBANK (Div of First Rand Rand)
04.2004 - 07.2007

RETENTION TEAM LEADER

REGENT INSURANCE COMPANY

ADMINISTRATIVE SUPERVISOR [RETENTIONS, ADMIN & UNDERWRITERS]

LIQUID CAPITAL

ADHOC

LIQUID CAPITAL

REGISTERED KEY INDIVIDUAL

LIQUID CAPITAL
- 11.2013

Post Graduate Diploma Business Management – NQF Level 8 -

MANCOSA

BCOM Business Management (2018) – NQF Level 7 - undefined

UNISA

Grade 12 with Senior certificate – NQF Level 4 - undefined

Missouri Senior Secondary School

Full Retail Insurance Qualification – 150 Credits NQF LEVEL 4 -

FAISIT

First Level Regulatory Examination: Key Individuals in Categories I, II, IIA, III & IV -

Moonstone Business School of Excellence

First Level Regulatory Examination: Representatives -

Moonstone Business School of Excellence

NCA COMPLIANT (National Credit Act) -

NCA

Similar Profiles

CREATE PROFILE
Cindy AspelingHead Of Collections