Administration
Keakantse Boloko
Officer Collections
Pretoria North
Summary
(37) African female. Collection Agent with 16 years of banking and exceptional customer service experience. Participate in department related projects. Have been trained in bank compliance and regulations. (FICA, NCA, TCF, Money Laundering, debt counseling). Experienced Collections Specialist bringing 18-years of success in sales and service positions. Eager to take on new role with long-term growth and advancement potential. Dynamic problem solver with first-rate skills in building relationships and resolving problems. Experienced Collections Specialist bringing 18-years of success in sales and service positions. Eager to take on new role with long-term growth and advancement potential. Dynamic problem solver with first-rate skills in building relationships and resolving problems. Experienced Collections Specialist bringing 18-years of success in sales and service positions. Eager to take on new role with long-term growth and advancement potential. Dynamic problem solver with first-rate skills in building relationships and resolving problems.
Overview
18
18
years of professional experience
3
3
years of post-secondary education
1
1
Certification
6
6
Languages
Work History
Legal Collections Recoveries
Absa Bank
06.2017 - Current
- Collect on Legal accounts and offer settlement discounts
- Rehabilitate and negotiate lower plans to accommodate client affordability
- Minimize Risk and provide legal education to prevent accounts being handed to attorney
- Refer accounts for Write-off to relevant department
- Ensure quality and timely delivery of legal department documentation
- Attend meetings and ensure active and solution-orientated participation in relation to legal matters
- Co-ordinate legal, support function and business concerns in a solution-orientated manner to close offers and transactions
- Monitor client's financial status to provide suitable plan to repay debt
- Always maintain highest professional standards
- Instructs accounts to attorneys for further collection process
- Debt Sale
- Ensure quality and timely delivery of legal department documentation
- Attend meetings and ensure active and solution-orientated participation in relation to legal matters
- Co-ordinate legal, support function and business concerns in solution orientated manner to close offers and transactions
- Always maintain highest professional standards.
Everyday Banking Legal-Off-Balance Sheet (Persona Loans & Cheques)
Absa Bank
03.2022 - 09.2022
- Collect on Legal accounts and offer settlement discounts
- Rehabilitate accounts by contacting, negotiating, concluding, and monitoring arrangement Offer Settlements
- Update and Load Debicheck
- Request Closure
- Minimize Risk and provide legal education to prevent accounts being handed to attorney
- Managed over 50 customer calls per day.' or, "Increased sales by 10%".
- Escalate accounts to relevant department
- Maintain client satisfaction by responding to general queries on risk or arrears.
- Minimize potential loss to bank by implementing collection process and strategy
- Ensure client account status are correct by checking account history details on system
- Ensure quality and timely delivery of legal department documentation
- Attend meetings and ensure active and solution-orientated participation in relation to legal matters
- Co-ordinate legal, support function and business concerns in solution orientated manner to close offers and transactions
- Always maintain highest professional standards.
- Communicated with customers daily to request information and complete paperwork
- Answered inquiries and provided superior customer service to clients
- Monitored key dates to obtain information by deadlines
Outbound/Inbound Collections
Absa Bank
01.2008 - 05.2017
- Collections on overdue credits cards, Inbound and Outbound
- Educate clients regarding status of their account
- Increased revenue by reaching set target of R650 000
- Loading debit orders, update correct cycle date
- Communicate appropriate status and progress to Team Leader
- Refer accounts to relevant department to ensure efficiency is met
- Achieve 97% service quality delivery
- Retain clients and maintain long term client relationship
- Restructure accounts long or short term
- Delivering results, meeting customer expectations
- Handling customer disputes
- Offer customers with arrangement affected during Covid19 lockdown
- Assistance to Team leader
Liaison Officer Legal
Absa Bank
06.2010 - 02.2011
- Manage Outbound calls for write-offs' accounts
- Offer settlement regarding client's credit cards
- Balance calculations
- Updating clients' information
- Handling customers complaints
- Facilitate and maintain effective communication
- Update clients' accounts on credit bureau as per agreements
- Ensure monthly target per department is reached and exceeded
- Escalate queries and requests to correct departments
- Prepare department report for Quality Assurance purposes
- Ensure that quality standards are met 100%
- Compiling monthly reports on defaulting clients (debtors)
- Assistance to Team leader
- Responded to inquiries from internal personnel and outside clients immediately, facilitating quick resolution of issues
- Liaised between internal departments and external partners to promote efficient communication and collaboration
- Evaluated customer needs and feedback to drive product and service improvements
- Educated staff on organizational mission and goals to help employees achieve success
- Collected, arranged, and input information into database system
- Generated reports detailing findings and recommendations
Legal Credit Bureau Consultant
Standard Bank
05.2006 - 12.2007
- Interact with customers Face-to-Face to provide paid letter and credit Bureau confirmation letters
- Educating clients on regulations pertaining to default listing
- Send instructions to Credit Bureau (ITC & Experian) to update customer's profile
- Resolve customers credit bureau disputes and manage third party suppliers
- Alert management for input on suitable course of action
- Handle customers queries from ombudsman
- Updating clients' information to ensure records are up to date
- Ensure that quality service standards are met 100%
- Sending daily statistics to manager and compiling monthly team reports
- Supported clients with business analysis, documentation, and data modeling
- Managed multiple deadlines across several businesses to meet dynamic needs of multiple clients
- Created monthly forecast templates and resource management allocations for approved projects
- Created and managed project plans, timelines and budgets
- Conducted regular reviews of operations and identified areas for improvement
- Devised and implemented processes and procedures to streamline operations
- Evaluated staff performance and provided coaching to address inefficiencies
- Gathered, organized and input information into digital database
- Frequently inspected production area to verify proper equipment operation
- Supported creation of detailed, technical financial models to value potential acquisition targets
- Developed effective improvement plans in alignment with goals and specifications
- Created and developed detailed work plans to meet business priorities and deadlines
- Organized and analyzed primary and secondary research to understand industry, market and company trends
- Onboarded and managed new client accounts to boost retention rates
- Integrated technology and business operations to identify targeted solutions to customer issues
- Collected, arranged, and input information into database system
- Delivered outstanding service to clients to maintain and extend relationship for future business opportunities
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions
- Educated staff on organizational mission and goals to help employees achieve success
- Helped meet changing demands by recommending improvements to business systems or procedures
Education
NQF Level 5 - Banking
BankSeta
Gauteng 01.2019 - 12.2019
NQF Level 5 Management -
Vista University (NQF 5)
Free State 01.2004 - 12.2004
GED -
Eldoret
Free State 01.2000 - 12.2000
Skills
Documentation Expertise
Legal Knowledge
Debt Recovery
Records Maintenance
Outbound Calling
Credit and Collections
Call Center Experience
Collections
Sales Experience
Finance
Account Review
Active Listening Abilities
Team Oversight
Certification
Standard bank Top woman virtual Conference 2021
Work
Keakantse.Garekoe@absa.co.za
Behavioral Competencies
- Understand and embrace the Absa Bank Limited vision and demonstrate the values through interaction with team and stakeholders.
- Contribute to a culture conducive to the achievement of transformation goals by participating in Absa Bank Limited Culture building initiatives (e.g., staff surveys etc.)
- Identify and recommend opportunities to enhance processes, systems and policies and support implementation of new processes, policies, and systems.
- Ensure personal growth and enable effectiveness in performance of roles and responsibilities by ensuring all learning activities are completed, experience practiced, and certifications obtained.
Training
- Microsoft Office suite
- Certificate Tirano school of repentance as a faith healer
- Second in Charge (Team-Leader Assistant) for Absa Bank
- Outsource Litigation Process training
- DEBT Manager SYSTEM UPGRADE Tester
- Udemy Customer Relationship Management Masterclasses inhouse
- Design thinking, Practice
- Digital Transformation
- Digital and Innovation skills for future
- Sales leadership
- Resilience
References
Available Upon Request
Accomplishments
- Supervised team of 10 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
Additional Information
Attended
Masterclasses on the following
Empathy as a purposeful leadership
Fintech
Design thinking
Neurocharged
Digital and Innovation imperative
Interests
Finance
Virtual
Diversity inclusion
Business analyst
Tester
Cloud Practitioner
Sales Force
Running
5Km Park run every saturdays for my mental health
Timeline
Everyday Banking Legal-Off-Balance Sheet (Persona Loans & Cheques)
Absa Bank
03.2022 - 09.2022
NQF Level 5 - Banking
BankSeta
01.2019 - 12.2019
Legal Collections Recoveries
Absa Bank
06.2017 - Current
Liaison Officer Legal
Absa Bank
06.2010 - 02.2011
Outbound/Inbound Collections
Absa Bank
01.2008 - 05.2017
Legal Credit Bureau Consultant
Standard Bank
05.2006 - 12.2007
NQF Level 5 Management -
Vista University (NQF 5)
01.2004 - 12.2004
GED -
Eldoret
01.2000 - 12.2000