JONATHAN MUYEMBE
Kabulonga
Summary
Seasoned Credit Operations Specialist with a proven track record at Engie Energy Access Zambia, enhancing credit processes and portfolio health. Excelled in customer service management and credit risk assessment, significantly improving recovery targets. Skilled in both teamwork and strategic decision-making, I drive operational excellence and customer satisfaction. Analytical and results-driven credit analyst with proven experience in financial modeling, risk assessment, and portfolio management. Skilled in interpreting complex financial data to advise on creditworthiness and investment opportunities. Demonstrated ability to improve loan application processes and underwriting standards, leading to more efficient decision-making and reduced default rates. Adapted at working within regulatory frameworks to ensure compliance while optimizing financial performance.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Credit Operations Specialist
Engie Energy Access Zambia
Lusaka
01.2023 - Current
- Support building operational processes, systems, tools, and guidelines governing credit activities.
- Managed sale document receipts, and reconciliations, and filed them in an easily accessible manner.
- Conducted periodic reviews of customer accounts and provided recommendations for risk mitigation strategies.
- Support field agents with follow-up lists and access to tools such as AppSheet, Mysol, Go, etc.
- Implement and track bounce-back strategies for written-off accounts.
- Ensure all agents are trained in full account ownership and good portfolio trends.
- Contact delinquent clients, and implement repayment schedules and terms.
- Manage the repossession strategy, and work towards given target recoveries.
- Assesses internal and external causes for portfolio deterioration.
- Customers are rescheduled according to the policy.
- Document all restructured loans appropriately in the database.
- Escalation of all difficult cases regarding the customer to the Supervisor.
- Support the coordination and portfolio health monitoring for field teams.
- Attending periodic meetings to track performances with all regions.
- Working with Service Centers for the implementation of 'shop' strategies.
- Work independently on defined tasks and smaller projects identified jointly with the supervisor to help realize the department's objectives.
- Monitored delinquent accounts, contacted customers for overdue payments, negotiated payment arrangements, and enforced collection policies.
Credit Assessment Officer
Engie Energy Access
07.2022 - 12.2022
- Support the CF team in carrying out accurate KYC, ensuring correct capturing of IDs, Customer Photos, financial documentation etc
- Analysis of Customer financial status by checking based on customer financial records (Bank statement/Mobile money statement etc)
- Assessing loan qualification for customers under review
- Assessing customer financial and personal details about the ability to repay the acquired loan using the system assessment tool
- Educating customers on current payment terms again and giving them the terms and conditions governing the acquired loan
- Communicate the assessment results to the applicants and sales team in a timely matter
- Ensure all applied customers are assessed within SLA timelines
- Reviewing the credit limits of existing customers to determine if they qualify for an upgrade in their credit limit
- Pay off the customer-cleared accounts
- Educating CF Call center, sales team & field staff on applicable policies guidelines, processes, and procedures
- Resolution of customer queries & key stakeholder managements
- Ad hoc tasks as assigned by the Manager or Departmental Head
CX Quality Analyst
Engie Energy Access Zambia
Lusaka
01.2019 - 07.2022
- Monitor and evaluate inbound and outbound interaction quality thus measuring the quality of the customer experience that each CX team member is providing to our customers
- Carry out monthly Customer Satisfaction, NPS, and Quality Evaluation surveys for the Service Centers and Call Center
- To determine the quality of the interactions provided to our customers
- Tracks issues in the quality monitoring systems or tools
- Provides timely feedback to improve performance and develop training programs
- Works with other internal teams to define quality metrics
- Complete the required evaluation forms; a checklist that covers key areas built into call processes such as product knowledge, technical skills, and creating a positive CX experience
- Suggest and identify process improvements and continue to contribute towards the improvement of the customer experience through constructive feedback while maintaining positive relationships and integrity with the broader customer experience team
- Support the completion of additional customer surveys as may be required
Call Analyst/Driver
Engie Energy Access Zambia
Lusaka
10.2017 - 01.2019
- Kept detailed mileage and fuel reports to track overall fuel costs
- Cleaned and maintained vehicle and assessed vehicle for damage after each shift
- Coordinated efficient routes to avoid delays and optimize schedules
- Completed routine pre-and post-trip inspections to evaluate vehicles and assess maintenance needs
- Achieved consistent safety targets by adjusting driving to different road and traffic conditions, balancing loads, and avoiding dangerous driving actions
- Followed proper safety procedures and protocols while loading, unloading, and operating vehicles
- Followed all relevant traffic laws and safety regulations
- Cleaned vehicle regularly to maintain a professional appearance
- Inspected vehicles before and after trips to identify maintenance needs and handle regular upkeep
- Communicated with dispatchers and other personnel to coordinate transportation schedules
- Maintained safety and zero accidents
Education
Bachelor of Science - Bachelor of Business Management
University of Zambia
07-2023
Excel and Typing Course -
Engie Energy Access
Lusaka01.2018
Heavy Goods Truck Driving Class C -
Industrial Training Center
01.2015
Grade 12 School Certificate -
Munali Boys High School
01.2013
Skills
- Customer service management
- Proficiency in Word, Excel, and PowerPoint (Microsoft Office)
- Time management
- Confidentiality is essential to handling sensitive data
- Debt restructuring
- Credit analysis
- Documentation review
- Payment processing
- Portfolio management
- Credit risk management
- Loan processing
- Collections management
- Customer evaluation
- Teamwork and collaboration
- Effective communication
- Decision-making
- Credit risk assessment
- Multitasking
- Credit risk
- Verbal and written communication
- Active listening
- Business strategy
References
- Chewe Mwangilwa, Direct report, Engie Energy Access Zambia, Plot No. 8659 Kudu Road, Kabulonga, Lusaka, 0979676957, chewe.mwangilwa@engie.com
- Tom Phiri, Call Center Manager, Engie Energy Access Zambia, Plot No. 8659 Kudu Road, Kabulonga, Lusaka, 0968174477, tom.phiri@engie.com
- Helen Zulu, Head of Customer Finance and Experience, Engie Energy Access Zambia, Plot No. 8659 Kudu Road, Kabulonga, Lusaka, +260963897597, helen.zulu@engie.com
Hobbies and Interests
- Reading books
- Traveling
- Cars
Personal Information
- Date of Birth: 10/07/93
- Nationality: Zambian
- Marital Status: Single
- Religion: Christianity
National Registration Card number
305680/10/1
Languages
English
First Language
Bemba
Proficient (C2)
C2
Nyanja
Upper Intermediate (B2)
B2
Chewa
Elementary (A2)
A2
Certification
- Grade 12 School Certificate
- Heavy Goods Truck Driving Class C
- Excel and Typing Course
- Credit risk training
Accomplishments
- Employee of the year (2019, 2021,2023)
- Long serving employee (7 years of serving)
Affiliations
- Athletics and Reading Books
Timeline
Credit Operations Specialist
Engie Energy Access Zambia
01.2023 - Current
Credit Assessment Officer
Engie Energy Access
07.2022 - 12.2022
CX Quality Analyst
Engie Energy Access Zambia
01.2019 - 07.2022
Call Analyst/Driver
Engie Energy Access Zambia
10.2017 - 01.2019
- Grade 12 School Certificate
- Heavy Goods Truck Driving Class C
- Excel and Typing Course
- Credit risk training
Bachelor of Science - Bachelor of Business Management
University of Zambia
Excel and Typing Course -
Engie Energy Access
Heavy Goods Truck Driving Class C -
Industrial Training Center
Grade 12 School Certificate -
Munali Boys High School
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