Hilda Serobatse
Service Consultant (Collections and Payments)
Midrand,Gauteng
Summary
Hilda is a self-motivated vibrant individual and always looking out for new challenges, Hilda has consistently been on the top performer and won awards as one of the company’s top performer due to interpersonal and communication skills supported by positive attitude and customer service. Hilda has the ability to win over people, with persuasive and empathetic personality coupled with excellent people skills. Hilda is a fast learner, pro-active and enjoy being part of a team. Hilda has the ability to actively listen to understand, follow and be assertive all of which was learned and perfected overtime. Hilda's values are integrity, responsibility ,respect and being confident. Hilda has a strong background in insurance for over 10Years, specializing in customer services, managing own portfolio of clients which includes reviewing/processing collections and payment files and monthly account reconciliations.
Overview
10
10
years of professional experience
9
9
years of post-secondary education
Work History
Service Account Consultant
Fulcrum Collections
Bryanston
04.2023 - Current
- Submitting monthly reports to director (senior manager)
- Improved fresh desk tickets by allocating to different consultants
- Contact clients to update them about balance payments
- Analyze transactions against financial, operational and regulatory policies and procedures.
- Maintain and manage monthly journals, update entries, and maintain client portfolio.
- Research and troubleshoot accounting issues
- Review and reconcile accounts
- Manage bank deposit and cash disbursement activities
- Address both client and team problems
- Assisting and supporting office of Group Manager.
- Maintained tough quality standards to optimize delivery of client services.
- Facilitated client satisfaction and renewed customer relations to drive growth.
- Evaluated client needs and developed tailored solutions to increase positive customer ratings.
- Coordinated with internal teams to facilitate prompt delivery of client projects.
- Maintain and update the status o client accounts
- Reconciled Client's bank statements ,accounts, investigating, and resolving discrepancies to keep accounts balanced correctly.
- Updated accounts, documents and reports with efficiency and accuracy.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Coordinated with operations staff to resolve service problems and boost client satisfaction.
- Communicated with clients regarding account services, statements, and balances.
- Offered troubleshooting advice to assist customers with technical issues and navigate smooth process.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Collaborated with other departments to develop ways to increase customer satisfaction.
Retention Officer (Arrears and Advance Admin)
Legal Wise Insurance
Allen's Nek
01.2017 - 03.2023
- Fix policies for government and individual entities
- Keeping contact with clients and proactively manage their expectations
- Process special debits on clients’ requests
- Fixing debit order and stop order policies/ Amendment and arrangements
- Investigate and fix suspended method of payment on policies collecting via salary deductions (government payrolls)
- Identify policies on suspended report to be reinstated for collection
- Engage with other departments for query resolution (sales, member admin, customer care, etc.)
- Fix stop order and debit order payment rejection
- Reconciliation of all Member premium payments in arrears via debit order disputes
- Reinstate debit order policies according to their final deduction code (FDC)
- Amend incorrect policies with Account verification system (AVS)
- Efficient and accurate processing of daily correspondence and e-mail received
- Contacting all members with Suspended Methods of Payments, general administration duties
- Conducting administration on contacted members’ policies (Cancellations, update of bank details )
- Handles RFI with Members as and when necessary to obtain any outstanding/incomplete Member documents relating to Arrears and Advance’s workflow
- Updating of Member details on customer relations management system as far as possible against premium payments made by Members
- Adhere to cut-off periods to ensure timely collection of outstanding premiums (Government payrolls)
- Offer alternative methods to maintain, preserve and insure member retention
- Assisting with Ad hoc tasks as and when required.
Credit Controller, Premium Management
Legal Wise Insurance
Allen's Nek
01.2014 - 01.2016
- Capturing & updating of manual and electronic receipts, credit control premium collection
- Debt Collections by telephone and email and reducing debtor days
- Daily clearing of bank statement, allocation of manual payment (EFT) premium to policies, perform reconciliation according to standard operating procedure (SOP)
- Allocating payments in accordance with customer remittances
- Liaising with sales and accounts receivable teams to resolve outstanding queries
- Ensuring that all major accounts work to agreed order to cash cycle
- Daily and month end reporting and account reconciliations
- INVESTIGATING and resolving queries relating to non-payment of invoices (Suspense account)
- Working to strict monthly and annually collections targets
- Reconciliation of Branch’s payment to Bank, Allocating payments in accordance with customer remittances.
- Devised collection recovery strategies to resolve customer issues and delinquent queries.
- Responded to disputes calmly and applied logical, knowledgeable approaches to devise solutions
- Completed in-depth research of issues to develop accurate and effective solutions
- Reviewed customer accounts for compliance with repayment obligations
Education
High School Diploma -
Bethel High School
Coligny 01.2001 - 01.2005
Some College (No Degree) -
Travel Learning Centre
Roodepoort 01.2007 - 11.2010
Bachelor of Science - Economic And Management Science
UNISA
Roodepoort 03.2023 - Current
Skills
Analytical thinking/ Attention to detailundefined
Accomplishments
- 2-star performer awards for the month of September 2017 and February 2020
- Departmental awards for achieving monthly targets
Notice Period
32 days
Timeline
Service Account Consultant
Fulcrum Collections
04.2023 - Current
Bachelor of Science - Economic And Management Science
UNISA
03.2023 - Current
Retention Officer (Arrears and Advance Admin)
Legal Wise Insurance
01.2017 - 03.2023
Credit Controller, Premium Management
Legal Wise Insurance
01.2014 - 01.2016
Some College (No Degree) -
Travel Learning Centre
01.2007 - 11.2010
High School Diploma -
Bethel High School
01.2001 - 01.2005
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