Don Lekhuleni
Johannesburg
Summary
I am positive that my ability to work independently, communication skills, and problem-solving skills, and positive attitude would make a good contribution to the team. The experience gained in my current position includes but not limited to call centre skills, stakeholder management, Ombudsman processes and procedures, complaints handling experience, and having knowledge of different products and systems in the banking industry. Community-oriented Officer comfortable working in high-stress situations and coordinating emergency responses. Seasoned team leader with unrelenting dedication to keeping community safe and secure. Proactive about using proper protocols while on duty and interacting with community contacts.
Overview
10
10
years of professional experience
Work History
Complaints Resolution Management Officer
Absa Bank Limited
05.2021 - Current
- To effectively manage complaint resolution end to end, in full compliance with quality and regulatory standards
- Communicate the reference number allocated by CCP to the customer via his preferred method of communication
- Analyse complaint by identifying concerns and required outcome
- If able to resolve immediately, communicate next steps and corrective actions to the client
- Allocate duties to team members
- Case Coordinators
- Route the complaint via CCP/or preferred channel to the relevant business unit mandated member (Refer above descriptions) (E.G
- Home Loans, Retail bank, etc.) to facilitate the resolution, but retaining ownership of the complaints and subsequent resolution
- Facilitate process of resolution by guiding, recommending, and influencing all relevant participants to ensure fair resolution
- If further investigation is required, manage the expectation on how long the complaint should take with the customer and agree the SLA with the Business Unit
- Manage the Service Level Agreement with business unit and provide timeous feedback/ progress report as per CCP process, Complaints policy, Code of Banking Practice and Regulatory requirements
- Assess outcome from business unit and if the resolution is not fair and just provide tactical advice and escalate the matter to senior management with Customer Care or within the Business Unit
- Manage, mediate and arbitrate disputes between BU's if quantum allocation dispute exists
- Settle matters within mandate to expedite resolution
- Escalate to the next level (Specialist Case Managers or next mandated level) if outcome is not satisfactory - or if no feedback were received
- Provide resolution to customer via his/her preferred channel of communication
- Problem-solve customer requests to ensure customer queries are resolved in ways that show leading thinking and high customer service
- Accountability: Customer Relationship Management
- To effectively manage customer relationships and experience during the process of resolution
- Accountability: Complaint Process Compliance and Quality Assurance
- Outputs to deliver this accountability: Adhere to set and applicable Regulatory standards and principles
- Adhere to set policy and minimum complaint handling principles
- Adhere to and understand risks and risk events and contribute to Risk & Control Framework
- Monitor case SLA's as per agreed customer and BU rules
- Provide feedback and final outcome (including corrective actions and next steps to customer
- Adhere to TCF Fairness principles
- Adhere to Absa/Barclays Values
- Do first level of root cause during closure procedure
- Accountability: Building and Maintaining Networks
- Outputs to deliver this accountability: Develop and maintain effective relationships with key internal business partners (Internal BU mandated Risk Managers, Customer Care Managers, RCA Team, GM's, BU Executives & Exco members)
- Develop and maintain relationships with key external stakeholders, Business partners
- Develop and maintain relationships with key customers (Stakeholders, Business partners)
- Stay abreast of business processes, requirements and policies to ensure that the unit is able to address customer complaints accurately, timely and within Absa Policies
- Accountability: Governance and Control
- Ensure necessary regulatory requirements related to service are adhered to and strictly applied
- Ensure 100% completion of compliance tests and compiling evidence in the Portfolio of evidence file
- Ensure alignment to Record Keeping Standards and Data Privacy Policy.
Collections Inbound Outbound Cheque & Overdraft
Absa Bank Limited
01.2019 - 04.2021
- Negotiating Payments and Minimizing Loss: Took full accountability of accounts until resolution, minimizing the need for escalation
- Agreed on monthly collection’s targets in alignment with portfolio and product goals
- Met daily call productivity requirements, optimizing collection’s function
- Utilized appropriate tactics to negotiate payments and repayment terms
- Explored alternative means of contact and traced non-contactable clients
- Cured complex/delinquent accounts, reducing volume in Legal
- Resolved technical queries causing account delays
- Updated Debt Manager system/OCS post-negotiation with customers
- Stakeholder Management: Maintained and improved business relations with stakeholders
- Identified opportunities for process improvement in stakeholder interactions
- Contributed to vendor strategy development for effective interactions
- Workflow Management: Reviewed accounts for complexity analysis and provided advice based on restructuring policies
- Analyzed accounts, signed off on workflow release, and prioritized based on risk and time-based action strategy
- Implemented DM worklists to ensure efficient account handling
- Business Processes and Governance: Adhered to Company Policies, Procedures, and relevant acts/statutory requirements
- Identified and investigated fraudulent accounts for rehabilitation
- Ensured compliance with internal systems access control policies
- Completed compulsory training within required timeframes
- Maintain Customer Service: Acknowledged and resolved customer queries at the first point of contact
- Ensured customer satisfaction and retention by maintaining a professional demeanor
- Sought clarity from customers to address their needs effectively
- Maintained high-quality collections conversations (95%) and coaching reports
- Teamwork: Contributed to problem-solving through knowledge sharing and innovation
- Actively supported change initiatives within the team or larger SBU
- Suggested areas of improvement through periodic review of working methods
- Actively contributed to team success through the adoption of Perform Plus methodology.
Debt Review Officer (call centre)
Absa Bank Limited
09.2016 - 12.2018
- Take control and ownership over all clients’ portfolio whilst the client is under Debt Review Liaise with the Debt Counsellor by providing information on clients’ accounts Balances on accounts, interest rates, terms of contract, statuses on Debt Review Process, initial contract documents, Bank's decision on proposal
- Support collections/recovery teams in understanding, interpreting, and managing risk
- Associated with Client’s portfolio that is experiencing financial difficulty or is likely to experience financial difficulty
- Own individual stats and be responsible to give daily reports to the team leader
- Liaise with internal functional units to facilitate the optimum level
- Adjusting/restructuring client’s portfolio /accounts to ensure the rehabilitation of the customer.
Legal Recoveries Consultant
JD Group
09.2014 - 07.2016
- Adhere to all legislation including the Magistrates Court Act, National Credit Act, Debt Collectors Act as well as any other relevant acts or regulations
- Ensure daily, weekly and monthly check lists are adhered to
- Capture all comments on APT and/or Ceres
- Conduct weekly checks and capture and/or update all demographic data
- Ensure all correspondence to attorney/administrator/customer must be of a professional nature
- Prepare that cash reconciliations for the garnishee bank account and ensure it balances monthly
- Print and sign reconciliations once approved by Senior Manager
- Maintain debtor’s ledger by clearing small debit and credit balances on a weekly basis
- Ensure that where a customer has settled their account in full, ITC is updated to a zero balance via the applicable process
- Provide paid in full letters on paid in full garnisheed accounts
- Ensure the maintenance of the printers and the printer room
- Print all mail and ensure correct distribution where necessary.
Education
National Certificate in Contact Centre Support -
Johannesburg, GP01.2014
National Certificate in Travel and Tourism -
Mpumalanga, MP01.2010
Matric -
Sekhukhusa High School
Mpumalanga, MP01.2008
Skills
- Negotiation
- Stakeholder Management
- Workflow Prioritization
- Compliance and Governance
Accomplishments
- Customer-Centric Approach in Resolutions: Implemented a customer-centric approach to dispute resolutions within the team, resulting in increased customer satisfaction and a notable decrease in escalated complaints. Management recognized the team's dedication to maintaining positive customer relationships while achieving operational objectives.
- Efficient Team Collaboration and Cross-Functional Support: Fostered a culture of teamwork and collaboration within the team, ensuring seamless communication and support across functions. Acknowledged by management for building a cohesive team that effectively worked together to achieve shared goals and consistently meet SLA requirements.
- Adherence to Compliance and Governance Standards: Ensured strict adherence to company policies, procedures, and regulatory requirements, leading the team to consistently meet compliance benchmarks. Management praised the team's commitment to maintaining high governance standards, contributing to the overall success in achieving SLA objectives.
Timeline
Complaints Resolution Management Officer
Absa Bank Limited
05.2021 - Current
Collections Inbound Outbound Cheque & Overdraft
Absa Bank Limited
01.2019 - 04.2021
Debt Review Officer (call centre)
Absa Bank Limited
09.2016 - 12.2018
Legal Recoveries Consultant
JD Group
09.2014 - 07.2016
National Certificate in Contact Centre Support -
National Certificate in Travel and Tourism -
Matric -
Sekhukhusa High School
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