Jabulile Phiri
Debt Collector
Johannesburg
Summary
Dynamic professional with extensive experience at First National Bank, excelling in high-volume call center environments. Proven problem-solver with exceptional empathy and negotiation skills, achieving high customer satisfaction rates. Adept at utilizing advanced collection software to enhance efficiency and drive revenue growth while fostering strong client relationships through effective communication.
Developed exceptional communication and problem-solving skills in fast-paced call center environment. Adept at managing high-volume inquiries, resolving issues, and providing excellent customer service. Seeking to leverage these transferable skills in new field, contributing positively to team objectives and overall success.
Overview
9
9
years of professional experience
5
5
years of post-secondary education
Work History
Inbound Call Center Representative
First National Bank
10.2024 - Current
- Demonstrated strong problem-solving skills by resolving customer issues during first call.
- Facilitated communication between customers and other departments to facilitate resolution.
- Enhanced communication skills through active listening, empathy, and clear verbal responses during customer interactions.
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
- Maintained high-quality service standards for all inbound calls, ensuring prompt and accurate assistance.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Solve queries for personal loan , revolving facility ,covid accounts and credit card .Both live and legal accounts .
Legal Collector
First National Bank
01.2022 - 09.2024
- Demonstrated exceptional attention to detail in preparing and reviewing legal documentation, minimizing the potential for errors and delays in case resolution.
- Streamlined internal processes for case management, leading to improved efficiency and faster resolutions.
- Increased client satisfaction by efficiently managing a high volume of legal collection cases.
- Developed strong relationships with clients by providing timely updates and addressing concerns promptly, resulting in increased trust and repeat business.
- Provided training to new hires on best practices in legal collections, enhancing the overall effectiveness of the team.
- Negotiated payment plans with customers to prevent accounts from entering collections.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Managed approximately 35 incoming calls and emails per ay from customers.
Debt Collector Agent
First National Bank
01.2016 - 01.2019
- Exceeded performance goals through proactive outreach efforts and exceptional negotiation skills in securing repayment agreements.
- Utilized persuasive communication skills for successful settlement negotiations, minimizing the need for costly legal proceedings.
- Demonstrated adaptability by working effectively under pressure while managing a large portfolio of delinquent accounts.
- Enhanced debt recovery rates through the use of advanced collection software, streamlining procedures and improving overall efficiency.
- Increased company revenue with consistent follow-ups on outstanding debts and maintaining detailed records of collection efforts.
- Reduced account delinquency rates by educating customers on financial planning and offering tailored solutions for debt repayment.
- Collaborated with team members to identify trends in non-payment behaviors, developing targeted collection strategies.
- Strengthened company reputation by adhering to ethical collection practices and providing exemplary customer service.
- Negotiated payment plans with customers to prevent accounts from entering collections.
- Utilize Hogan , Collect-it and BOB systems to solve queries and help clients .
- Managed approximately 50 incoming calls per day from customers .
Education
Bachelor of Science - Information Technology
Mancosa
Johannesburg, South Africa 01.2025 - Current
High School Diploma -
Fidelitas Secondary School
Diepkloof Zone 5, South Africa 01.2011 - 12.2015
Skills
High-volume call centers
Inbound sales
Empathy and patience
Call decisioning
Product knowledge
Call center operations
Call handling techniques
Customer service
Problem-solving skills
Teamwork and collaboration
Timeline
Bachelor of Science - Information Technology
Mancosa
01.2025 - Current
Inbound Call Center Representative
First National Bank
10.2024 - Current
Legal Collector
First National Bank
01.2022 - 09.2024
Debt Collector Agent
First National Bank
01.2016 - 01.2019
High School Diploma -
Fidelitas Secondary School
01.2011 - 12.2015
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