Mthandeni Xulu

• Lead, motivate, and inspire a team of collections agents to achieve individual and team targets.
• Provide guidance, coaching, and support to team members for continuous improvement.
• Conduct regular team meetings to communicate goals, expectations, and updates.
• Monitor individual and team performance, analyzing key performance indicators (KPIs) to identify areas for improvement.
• Implement performance improvement plans and conduct regular performance reviews.
• Collaborate with upper management to develop and implement effective collections strategies.
• Analyze data and market trends to identify opportunities for process improvement and increased recovery rates.
• Maintain a professional and positive relationship with clients and customers.
• Address escalated customer concerns and provide solutions to ensure customer satisfaction.
• Generate and analyze reports to track team performance and provide insights to management.

Overview:

Engaged in a dynamic 3-month Business Analyst Intern Program at Ultra Therapeutics, accelerating progression toward completing a Business Analysis qualification.

Enhanced learning and skills development through on-the-job training and mentorship in a virtual/online setting.

Focus Areas:

• Collaborated with diverse stakeholders to understand and document business requirements.
• Applied various business analysis techniques to solve real-world business problems.
• Utilized data to model the business process, identifying key areas for improvements.
• Reported, documented, and presented findings, providing solutions recommendations.
• Contributed to the development and implementation of solutions enhancing business performance.

Arrears Rehabilitation

• Implemented contact with client on default accounts to convert non-performing loans into performing status.
• Conducted thorough client assessments of arrears circumstances for defaulting clients.
• Negotiated and executed rehabilitation strategies to bring accounts back on track.

Client Engagement and Consultation:

• Managed over 80 client contacts daily, demonstrating effective communication and client relationships.
• Conducted client visits for consultations, delivering personalized solutions and enhancing understanding of individual circumstances.

Administrative:

• Efficiently executed administrative tasks supporting assessment and rehabilitation functions.
• Minimized credit risk and losses through streamlined administrative processes.

Foreclosure Risk Mitigation:

• Proactively reduced accounts heading towards foreclosure, mitigating loss and risk for SA Home Loans.

Alignment to Business Strategy:

• Proactively contributed to company profitability by efficiently managing arrears factor percentage.
• Delivered quick and efficient services in alignment with overall business strategy.

Client Relationship Management:

• Maintained frequent and consistent client contact to stay informed about their financial situation and progress.
• Aligned actions with the philosophy of delivering amazing service aiding to client experience.