Nobuhle Rose Manana

Ensure that the premium received is in line with the expected rates and number of members

• Ensure that correct pre-debit (expected premium income) is raised and adjustments are reflected accurately so that the overall debtor's book reflects the correct balances
• Provide exceptional and considerate customer service to policy-holders and other stakeholders
• Monitor age analysis for the respective portfolio
• Ensure that debtors on ageing do not exceed 60 days
• Initiate process to write-off long-outstanding debts
• Follow up on all outstanding debtors and ensure that proof of follow up is documented and retained
• Investigate any discrepancies on age analysis and communicate the resolution with the relevant stakeholders
• Ensure that all required documentation is prepared for the cancellation of schemes
• Provide weekly report on the status of the age analysis and progress on follow ups
• Send arrear letters on monthly basis and follow up by contacting clients (via telephone, email, SMSs etc.) where appropriate
• Ensure that monthly reconciliations are prepared for all schemes
• Provide explanations for all reconciling items and follow up on long-outstanding reconciling items
• Ensure that building and maintain relationships with both external and internal stakeholders, these include; Debit Order Collection Brokers/policyholders
• All Internal departments with special emphasis to (IT/MIP, Membership department, Branches, Compliance department)
• Ensure that accurate log of interaction is kept of issues that exist with each stakeholder
• Secure broker visits to address credit control issues, where and when necessary
• Assist on Automation Projects
• Support project Implementation from internal stakeholders
• Set up meetings with internal departments to ensure regular communication and common understanding of credit control issues
• Ensure that all queries are attended to within prescribed SLA (to be provided at onboarding)
• Ensure all brokers/schemes are kept abreast at all times regarding status of their query
• Ensure that proper investigations are done with concerned departments and that there are SLA's in place
• Ensure that Root Cause Analysis (RCA) is performed on all queries
• Initiate refunds based on client requests and membership data
• Adhere to refunds processes by preparing refunds with correct supporting documents
• Ensure that clients/all stakeholders are kept up to date with refunds status
• Record refunds on system
• Ensure to download/upload payments to respective portfolio's
• Ensure adherence to Credit Control Policy and Procedure
• Ensure adherence to regulatory and compliance requirements
• Ensure adherence to audit requirements (both internal and external audit)

• Expanded customer base through cold calling, networking, and relationship building.
• Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
• Increased sales revenue by identifying and targeting high-potential accounts.
• Conducted product demonstrations to educate customers on features, benefits, and competitive advantages.
• Maintained up-to-date knowledge of industry trends for informed decision-making during client interactions.
• Participated in trade shows and conferences to network and generate leads.