Risheela Ramburn
Quatre-Bornes
Summary
Determined professional with 20 years of experience working in fast-paced collecting operations. Composed Collection Officer with a team-focused mindset. Sharp and polished, with vast experience in arranging collateral seizures and foreclosures. Skilled in using a firm computer system to negotiate debt settlements with clients and meet monthly bonus revenue targets. Extensive credit-related experience, including constructing complex transactions and underwriting policies. Excellent at hedging deals and derivatives. Dedicated to providing excellent customer service and communicating in a way that consumers can comprehend. To summarise, specialises in personal and company credit collections.
Overview
19
19
years of professional experience
Work History
Retail Collection Officer
State Bank of Mauritius
07.2014 - Current
- Worked with a portfolio of delinquent accounts to assist in their inquiries, complaints, billing questions and payment/extension service requests
- Kept company and department goals in line each month by setting up payment and setting up forbearance agreements over the phone
- Prepared loans for charge off review
- Recommended legal action when appropriate
- Answered telephone calls and solved customer concerns
- Responsible for collection and customer service for a specified portfolio of accounts 30, 60 and 90 days
- Sorting out payment plans
- Recording payments that are made
- Organizing customer files (every job has paperwork and admin)
- Chasing debtors and late payments
- Perform field work as directed to obtain payments
- Negotiate agreements and settlements within established guidelines
- Maintain account records, including contacts, correspondence, payments, documents, and legal actions initiated or taken
- Gather and assemble necessary supporting documents
- Forward file and recommendation to supervisor for review and approval.
Customer Service Officer
State Bank of Mauritius
05.2005 - 01.2014
- Support Relationship Managers in delivering efficient and quality service to customers
- Act as major contact point with customers support functions to ensure smooth account operations
- Assist Relationship Managers in handling customers from different business parties and find the right solutions for customers
- Contact customers to build relationship and respond to enquiries on account or operational matters
- Liaise with internal departments and provide instructions to concerned parties on account maintenance tasks
- Prepare monthly performance reports for management and handle daily exception reports
- Assist Customer Service Manager in dealing with requests and perform general office administrative duties
- Respond to a wide range of customer enquiries, resolving issues to the customers’ satisfaction, directing customers to service centres where possible and referring matters to colleagues as appropriate
- Support preparation of New to Bank KYC requests for on-boarding initiation and KYC reviews liaising with clients to obtain information to satisfy AML standards
- Proactively monitor and support completion of on-boarding documentation working with Operations to ensure products/services are set up
- Identify opportunities to grow income for the Group
- Pro-active service engagement with customers, looking for opportunities to improve the service efficiency as well as responding to complex queries
- Offer feedback to and share best practice with team members as required so that their individual and collective performance meets the current and future needs of the business.
Education
Cambridge School Certificate -
Gaetan Raynal State Secondary School
Mauritius01.1999
Cambridge Higher School Certificate -
Gaetan Raynal State Secondary School
Mauritius01.2002
DIPLOMA IN INFORMATION TECHNOLOGY - Information Technology
DE CHAZAL DU MEE (DCDM)
Mauritius04.2004
Skills
Strong negotiation skills
Debt recovery expertise
Skilled in Excel
Credit Control Knowledge
Debt collection processes
Documentation and Recordkeeping
Negotiation and Resolution
Customer Relationship Management
Work Planning and Prioritization
Organizational Skills
Clear Communication
Payment Scheduling
Verbal and written communication
Behavior Competencies
- Excel at using accounting software, Microsoft Excel, Microsoft PowerPoint, and data entry software.
- Strong communicator able to describe complex terms in easy-to-understand ways and listen to the needs of clients to better understand the financial assistance they need.
- Time management helps me keep on track for my own projects and allows me to help those I supervise to create a reasonable schedule.
- Team player able to collaborate with others but also able to finish projects alone as needed.
- Get along well with others, which allows me to work with both internal and external contacts.
- Knowledgeable about corporate transactions and underwriting.
Applications Used
- Siebel
- Flexcube
- SmartVista
- Collections System
- FinnOne
- Finnacle
- CRM
Personal Information
Date of Birth: 06/20/83
References
Available on request
Timeline
Retail Collection Officer
State Bank of Mauritius
07.2014 - Current
Customer Service Officer
State Bank of Mauritius
05.2005 - 01.2014
Cambridge School Certificate -
Gaetan Raynal State Secondary School
Cambridge Higher School Certificate -
Gaetan Raynal State Secondary School
DIPLOMA IN INFORMATION TECHNOLOGY - Information Technology
DE CHAZAL DU MEE (DCDM)
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