Fezeka Samentha Grootboom
Senior Consultant
Johannesburg
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
23
23
years of professional experience
Work History
DECEASED ESTATE OFFICER ADMIN
Standard Bank of South Africa
Johannesburg
2 2022 - Current
- Flag accounts on customer first system, so that the deceased holds can pull through to all the host systems to status customer accounts as deceased
- Validate the death certificate against customer's death on our system
- Record all new accounts on an inflow spreadsheet daily
- Update diary notes with death information on all systems as well as deceased CDS/SP2 on CACS
- Check if an executor has been appointed and whether we received letter of executorship /letter of authority
- E-mail certificate of balances to the executor, same to be loaded to E4(immediately)
- Complete comprehensive or credit life verification on all accounts
- Assign profile to the relevant collectors to action
- Provide support to resolve queries and monitor the outsource parties' collections deceased portfolio to maximize collections and recoveries
- Provide support for vendors by resolving queries and being the liaison between the bank, client, and vendor
- Attend to any ad hock functions
- CALL CENTER (inbound)
- Answering incoming calls
- Re-directing matters to relevant department
- Updating client's profile when documents received
- Handling queries
- Doing escalations when necessary
- Referring matters to management when necessary
- CLIENT ENGAGEMENT
- Calling the client for follow up
- Taking responsibility by looking for solution
- Work matter according to client's request and give positive response
- Refer matter to assigned officer for further assistance
- Create and validate matter
- Solving queries and prioritize in finding solution
- Follow ups in ensuring no matters are not attended
- Give support and advice to clients
DECEASED ESTATE FULFILMENT OFFICER
01.2013 - 01.2015
- Operational Effectiveness
- Lodges our claim against the deceased estate within 3 days of matters assigned to officer
- Lodges the life assurance claim with the insurance company within 3 days of matter assigned to officer
- Follows up on the life assurance claim within 7 days of claim submitted
- If there is no life cover, contacts the family or executor within 3 days of matter assigned to officer, to determine their intentions regarding settlement of all the debts owing to the bank
- Submits our claim against the insurance company and follows up on the claim within 3 days, if there is comprehensive insurance and the customer passed away in an accident with our asset (VAF)
- Obtains a copy of the repudiation letter, if the claim is repudiated and upload same to (E4, File net immediately)
- Follows up on the appointment of the executor and
- Letters of Executorship within 7 days
- Follows up on substitution applications, sales of the properties or bond cancellations within 7 days
- Prepares work ups for full and final settlements and write offs immediately when required to do so and upload the document to (E4, File net immediately)
- Establishes the whereabouts of the assets for VAF accounts and instructs an agent to uplift and book the asset in the repossession store (turnaround time to be within 7 days)
- Pre-sale letter to go out to the Executor / next of kin advising if no contact made with intention to pay within the set timeline asset will be sold (sec 127) to ATS
- Document to be uploaded to E4 immediately
- Obtains permission from Executor or ensures that s129 letters expired to obtain a court order, to take the asset into custody if a third-party refuse to surrender it
- Negotiates with third parties (e.g., panel beaters) in terms of lien amounts payable
- Instructs attorneys to proceed with legal action and monitors the process (legal process timeline not to be exceeded as per milestone)
- Arranges for comprehensive insurance on the VAF asset and ensures monthly installments are paid, should sureties or family members wish to keep VAF assets until finalization of the estate
- Realizes collateral
- Verify if provisions have been raised systematically (PBL accounts)
- Advises sureties of the liability under the suretyship agreement, conclude payment arrangements and proceeds with legal action where necessary
- Obtains estate late banking details to process refunds immediately, once account in credit balance
- Able to use sound judgment to nominate an executor if there is no executor appointed
- All matters to be finalized and closed within SLA
- Identify all credit balance matters to be advertised in
- Government Gazette which exceeds 4 years
- Attends to ad-hoc functions that may arise
- Reason for leaving: Relocated to Port Elizabeth
INSOLVENCY ESTATE FULFILMENT OFFICER
Standard Bank of South Africa
Johannesburg
01.2009 - 01.2012
- Operational Effectiveness
- Collects within set monthly targets
- Actions the worklists daily and ensures no rolling of the diary
- Collects on all the accounts allocated to the collector in his/her portfolio
- Reviews accounts with the aim to maximize recoveries
- Actions the incoming correspondence from time to time.
- Captures concise details on the Cacs system
- Makes use of internal/external tracing
- Attends to legal processes
- Makes regular notes on accounts
- Ensures that turnaround times are adhered to
- Keeps accurate records and control of the accounts within own portfolio
- Applies appropriate portfolio management, collections strategy and associated actions on all accounts in the collector's portfolio
- Ensures that promises are kept and when broken are followed up time to time.
- Improves recovery and minimizes costs where necessary (avoids refunds)
- Ensures that settled matters with the necessary updated are requested on credit bureau
- Ensures that history notes are read, and matters routed to the correct state/work list
- Ensures all the necessary avenues are taken to obtain payment
- Ensures that all routine duties are completed, including submitting claims and follows up with attorneys, agents, and trustees relating to post write off recoveries book
- Ensures that the claims are submitted for credit settlement plans to SBIB
- Maintains the volumes of incoming and outgoing files and responds to queries and correspondence in maintaining a high level of customer satisfaction
- Captures data files on the Metronet/metro file system to ensure files are stored
- Ensures that the metro file process is followed correctly regarding save storage of customer files
- Performs any ad hoc duties required
Card Collections
Standard Bank
Johannesburg
01.2006 - 12.2008
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Achieved performance goals on consistent basis.
- Counseled debtors on payment options and arranged installment agreements.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
- Exceeded monthly targets consistently as a result of strong negotiation skills combined with effective account management strategies.
- Negotiated to collect balance in full.
- Maintained high volume of calls and met demands of busy and productive group.
- Collected funds from delinquent customers and minimized loss.
- Directed day-to-day collections functions.
- Persistently reached out to customers with extremely past due accounts to recover lost revenue.
- Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Contributed to a positive team atmosphere by providing support, sharing knowledge, and participating in departmental initiatives.
- Enhanced client relationships by consistently maintaining clear communication and promptly addressing concerns.
- Promoted a positive work environment by contributing innovative ideas for process improvement within the team.
- Trained new collections representatives on collections processes and incentivized team members to achieve production goals.
- Negotiated with account holders to devise repayment plans and minimize collections receivables.
- Streamlined the collections process for increased efficiency with detailed record-keeping and timely followups.
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Recognized as a top performer within the team for consistently surpassing goals and maintaining high levels of client satisfaction.
- Participated in ongoing training programs to stay current on industry trends, best practices, and regulatory changes.
- Used skip tracing and other techniques to locate debtors.
- Monitored customer accounts for payment delinquency and initiated collection efforts.
Credit Associate
Edcon
Johannesburg
01.2002 - 01.2005
- Account enquiries, payments, credit returns, sales, exchanges and housekeeping
- Reason for leaving: Career growth
Education
Matric - English, Xhosa, Mathematics, Biology, Physical Science
Jongilanga Public School
Certificate in Project Management - Project Management
Damelin College
Skills
Teamwork and collaboration
Reading
I love clarifying in my reading to make sure i understand what i am reading, and as a very open minded person i read different books. I believe reading is an art and you can build yourself in so many ways through reading. I learn a great deal from my reading and i grow in my thinking and the way i look at things through reading. Reading exposes me into a lot of information and also learn how to express myself and articulate.
Timeline
DECEASED ESTATE FULFILMENT OFFICER
01.2013 - 01.2015
INSOLVENCY ESTATE FULFILMENT OFFICER
Standard Bank of South Africa
01.2009 - 01.2012
Card Collections
Standard Bank
01.2006 - 12.2008
Credit Associate
Edcon
01.2002 - 01.2005
DECEASED ESTATE OFFICER ADMIN
Standard Bank of South Africa
2 2022 - Current
Matric - English, Xhosa, Mathematics, Biology, Physical Science
Jongilanga Public School
Certificate in Project Management - Project Management
Damelin College
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