Cohen Naidoo

• Managing the Collections & Technical department
• To render world class service towards our clients, assist by bridging financial gaps that resulted in non-payment. Also maintain a healthy book by riding the business of all poor payment profiles.
• Collections: Activities include but is not limited to:
• Administering active policies
• Follow-up on RD premiums and arrange collection of premiums.
• Retention / Cancellation of policies
• Managing work queues accordingly
• Training and coaching the teams.
• Ensuring that set targets are met.
• BI Product Training completed and found competent.
• Systems training
• Continues compliance with the FAIS Act
• Complying with FAIS in terms of RE, CPD, COBT, etc.
• Technical: Testing done via Test packs sent by Developers includes but not limited to:
• New Product development
• MIA/TIA Maintenance
• Document Testing
• Testing Merg system: Sign off declined - feedback sent to Developers to redevelop/fix and re-test done on Merge
• Sign off granted - testing moved over to FAT system
• Testing FAT system: Sign off declined - feedback sent to Developers to redevelop/fix retest done on FAT
• Sign off granted - development implemented on Live
• Once development is live checks are done to ensure that developments are correctly implemented.
• Work items also actioned by the tech agent consists of but not limited to:
• Total loss risk removal requests from claims
• Re-Underwriting of risks requests from claims
• Multi-Claimant policy cancellations/amendments
• Suspended policies checks
• Trained and mentored new employees on collection methods, documentation requirements and performance strategies.
• Premium on hold checks
• Premium over R10k ad hoc checks
• Premium Prejudice requests from claims
• Change of banking details sent by Absa/Fnb
• Claims work items to be allocated via TIA ToDo queues:
• Business_Claims_Request_Multimedia
• Business_Premium_Prejudice_Multimedia
• Client_Care_BI_MultiClaimant_IPA
• Reading in Business Insurance Manual Payments EFT
• Systems knowledge at MiWay: TIA & MIA -Advanced Manager user
• Dev testing -FAT & MERGE
• Policy tool
• Renewals tool
• MIS Sharepoint (Client Services & Sales)
• Advance Accounts TIA experience (Journals, Payments, collections & refunds)
• Learning or skills transfer by means of training, facilitating, or coaching and development processes.
• Own Staff: Sales TMS & MBIS RMS-Accounts training
• MiWay Results: GWP, LR, Manex: BI Results: GWP, LR
• New Initiatives & Development stories (BI R/D Improvements & monitoring)
• Weekly banking meetings (MiWay Banking and Development team)
• Managing BI Client Services Inbound/Outbound /Retentions (Late Shifts & Saturday Shifts)
• Focus Areas: Service Level & NPI
• Managing Non-payment CS Referrals box on reinstatements
• Confirmation of premiums for claims authorization on cover periods
• Sales & Claims Errors managed on the Atlassian board

Reference :Chistiaan Ehlers

Contact :0860 64 64 64

• Collections of premiums
• Monitoring payment profiles
• Reducing cover
• Underwriting
• Cancelling of lapse policies
• NTU New Business & Unsuccessful New Business
• Retaining of policies
• Policy Amendments

• Reference : Christiaan Potgieter
• Contact : 0860 64 64 64

• Sales & Client Service's Department (Personal Lines)
• Collections of premiums
• Monitoring payment profiles
• Reducing cover
• Underwriting
• Cancelling of lapse policies
• NTU New Business & Unsuccessful New Business
• Retaining of policies & Amendments

Reference : Madikana Sebetsetsa

Contact : 0860 64 64 64

• Manage debt recovery processes efficiently.
• Handle administrative tasks related to collections.
• Multitask effectively while maintaining accuracy.
• Communicate with clients and debtors professionally.
• Work within company policies and legal frameworks .

Reference :Ina Strydom

Contact : O11 543 9000

• New Account Opening
• Credit Risk: Monitor the creditworthiness of customers, credit reports, and other relevant data to assess risk levels accurately. Monitor credit limits for customers.
• Collections: Proactively follow up on balances, through calls, emails, meetings, log disputes and facilitate resolution, bill interest where necessary.Identify payment patterns and propose action to advert indebtness. Send out statement, invoices within agreed timeline. Advise on potential w/off's
• Disputes: Identify, record and co-ordinate the resolution of any query raised by customers. There must be close liaison between the Credit Controller and the relevant Operational/Sales Department to ensure that queries are resolved smoothly and in due time
• Credit Policy Compliance: Adhere to credit policies and procedures to ensure consistency, efficiency, and compliance with internal standards and regulatory guidelines.
• Stakeholder Communication: Collaborate with internal stakeholders, including senior management, finance, and operations teams, to communicate credit risk insights and recommendations effectively. Ensure that the AR department provides quality service to both internal & external Customers
• Month end: Complete reporting to be shared with relevant stakeholders and comply to month-end reporting deadlines.
• Collaboration: Respond promptly and completely to both internal and external queries by customers. Work closely with sales, operations and finance team to address customer issues and ensure smooth operations, timely collections

• Ensuring outstanding invoices are followed up with clients according to debtors follow up process
• Ensure all queries are resolved
• Building and maintaining effective client relationships through regular interaction
• Reporting on outstanding debtors to top management
• Internal follow-up with project leaders and revenue management accountants
• Maintaining accurate information on Pastel system
• Continual improvement of debtors process
• Ensure average age of debtors maintained within agreed limits to maintain adequate group liquidity.

• Call Centre Agent
  Debt Collector/Tracer
  Campaign
  Truworths / Homechoice
  FNB Credit Cards
  Inbound & Outbound –Call Centre
• Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
• Managed high call volumes while providing exceptional customer support and maintaining professional composure.
• Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
• Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
• Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
• Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
• Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
• Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.

• Worked in call center environment handling manual and automatically dialed outbound calls.
• Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
• Maintained consistently high success rate of collecting on overdue accounts.
• Provided excellent customer service during difficult conversations, empathizing with debtors while remaining firm on repayment expectations.
• Negotiated payment plans with customers to prevent accounts from entering collections.
• Collection on retail Truworths late stage accounts

• Maintain excellent customer relations and have a professional attitude
• Accurately capture information received from various sources on the relevant system daily (Telephone/ Email and Web cases)
• Effectively manage behaviour relating to punctuality
• Follow up on escalations and keep Consumers informed
• Attend to all Web Cases, Voicemails, Social Media correspondence within 1 hour of receipt
• Ensure excellent and professional customer service - first call resolution including effective soft skills, telephone and e-mail etiquette but not limited to business writing.
• Obtain 100% on all call by adhering to operating guidelines and standard procedure (quality, accuracy & behaviour) - All calls must be handled in a professional manner and according to the Call Assessment
• Classify all inter-actions correctly on the relevant systems including, Call Type and Call Description, customer details Category, Sub-category Call Origin.
• To communicate effectively and professionally with irate Consumers
• Apply attention to detail when requesting sample collections from Consumers for investigations to be conducted
• Ensure that open calls / cases are frequently updated as per SOP
• Follow up on escalations within the prescribed turn – around time
• Manage large amounts of incoming complaints

• Retail Collections Joshua Door Group
• Worked in call center environment handling manual and automatically dialed outbound calls.
• Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
• Maintained consistently high success rate of collecting on overdue accounts.
• Provided excellent customer service during difficult conversations, empathizing with debtors while remaining firm on repayment expectations.
• Negotiated payment plans with customers to prevent accounts from entering collections.