Sindi Hlasa
Collection Officer
Johannesburg
Summary
Knowledgeable [Desired Position] with proven background in consulting, delivering strategic insights and effective solutions to clients. Successfully led multiple projects, enhancing operational efficiency and driving business growth. Demonstrated expertise in problem-solving and client relationship management.
Overview
13
13
years of professional experience
Work History
Inbound Consultant - Everyday Banking
ABSA Bank
06.2016 - Current
- Providing customer service and support to clients with Personal/Cheque Loans
- Resolving of customer complaints through investigations and identification of root cause and rectifying accordingly
- Collections on Pre-legal delinquent personal loans
- Ensuring adherence to service level delivery as per company standards and values
- Ensuring accountability and ownership of every query or complaint
- Confirming and updating of client information on their profiles
- Training of new staff members
- Follow up with admin team on actions
- Complete and maintain record of compliance training
- Assist team member with escalations in absence of team leader
- Developed innovative strategies for clients, resulting in increased revenue and business growth.
- Managed client relationships through regular check-ins and updates on project progress.
- Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
- Identified areas of improvement for clients'' operations, implementing targeted solutions to increase productivity.
- Analyzed data sets to identify trends and opportunities for process improvements within client organizations.
Liaison Officer - Everyday Banking
ABSA Bank
12.2019 - 05.2023
- Second in Charge to Leader
- Manage two EDC (external debt collections) teams on a prelegal personal and revolving loans portfolio
- Compile performance statistics from banking system and other Management (MI) and Business Information (BI) systems
- Ensure EDC targets are met as per agreed SLA and targets from strategic business partners, measured on a daily/monthly basis
- Where target is off track, request an action plan from EDC as to how they will increase collections in terms of their targets
- Monitor action plans and ensure continuous discussion to meet objective
- Conduct a 2% per month audit on accounts allocated to EDC
- Conduct Quality Assurance (QA) audits by listening to calls conducted by collections agents and scoring according to scoring criteria
- Compile and validate payment files against payments and arrangements obtained by EDC
- Validate all invoices against payment files and ensure invoices are correct as per Policy of Accounts Payable rules and correct commission fee is utilized
- Action general telephone and email requests from EDC where guidance is required
- Compile EDC Operational monthly report at month end which incorporates EDC performance, Audit exceptions and actions
- Set up and lead weekly discussions with EDC's to discuss report and operational issues that arise during month
- Lead monthly and quarterly performance discussion to assess EDC performance on objectives. Provide and share best practices with EDC to aid performance
- Monitor and address performance related issues with EDC teams and agents
- Assessing daily statistics of EDC performance to identify opportunity for development and improvement
- Monitor EDC account volumes and exposure to ensure consistency in book and eliminate balance misaligned accounts
- Minutes of meetings
- Identifying potential risks associated with the debt collection process and developing strategies to mitigate these risks. This might involve analyzing trends and proposing changes to minimize future delinquencies
- Providing training, guidance, and support to the external debt collectors, ensuring they understand the bank's policies and procedures and are equipped to perform their duties effectively.
- Maintaining accurate records and documentation of all interactions, agreements, and activities related to the debt collection process. This includes preparing regular reports for the bank's management.
- Ensuring that the bank and the external collectors comply with all relevant laws and regulations governing debt collection. This involves staying updated on legal requirements and making sure both parties operate within those boundaries.
Outbound/Inbound Collections - Everyday Banking
ABSA Bank
06.2015 - 11.2019
- Second in charge to leader and handling complaints and escalations in absence of Team Lead
- Complaints resolutions on service and collections related matters
- Provide excellent service to customers
- Answering agent questions regarding best practices or difficult calls
- Identifying operational obstacles and providing action plans to overcome.
- Providing customer service and support to clients with Personal Loans, Cheque Accounts, ATM Loans, Revolving Loans and Credit Card
- Resolving of customer complaints through investigations and identification of root cause and rectifying accordingly
- Collections on prelegal delinquent unsecured lending products
- Ensuring adherence to service level delivery as per company standards and values
- Ensuring accountability and ownership of every query or complaint
- Confirming and updating of client information on their profiles
- Training of new staff members and upskilling of team members
- Follow up with admin team on actions
- Complete and maintain record of compliance training
- Telephonic collections on overdue accounts
- Confirming and updating of client information on their profiles
- Restructuring and arranging payment plans with clients
- Amending debit order dates according to pay dates
- Customer queries and reconciliation of client's accounts
- Educating clients on repercussions of non-payment
- Resolve client complaints and action line disputes
Outbound Collections
Boston City Centre
06.2013 - 04.2015
- Telephonic collections on overdue accounts
- Confirming and updating of client information on their profiles
Education
Higher Certificate - Business Management, Business Communications, Business Information Systems, Debt Collection Strategies and Implementations
Regent Business School
Johannesburg, South Africa01.2023
Debt Collections NQF4 - Communications L4, Administrations L4, Legalities and Ethics L4, AccountingL4
Boston City Campus
Johannesburg, South Africa01.2014
National Senior Certificate (Matric) - English, Sesotho, Mathematical Literacy, Life Science, Physical Science, Geography, Life Orientation
Raphela Secondary School
Johannesburg, South Africa01.2012
Skills
Sound interpersonal skills
References
- Vanceen, Sithappa, Team Leader, Vanceen.Sithappa@absa.africa, +27 72 154 1271 ABSA Bank
- Muneeb, Edries, Team Leader, Muneeb.Edries@absa.africa, +27 76 271 5402, ABSA Bank
- Freedom, Hlope, Team Manager, Freddom.Hlope@absa.africa, +27 82 890 2841, ABSA Bank
System Proficiencies
- Microsoft Office
- Excel
- Unified Agent Desktop
- Debt Manager 11
- Nice Desktop Application
- Avaya POM and Avaya ONE-X
- Salesforce
- Passport Sessions
- Flexterm
Cross Dimensional
- Assisted different departments with re-call and extracting statements from archives
- Personal Loans-Legal and Off Balance sheet- collections and recoveries, offer settlements, and providing paid up letters
- ATM, Revolving Loans, Study Loans Collections.
- Technical Proficiency and understanding of products and services
- Assist team with extracting stats, updating register, accounts consolidating
- Multi-tasking and time management
- Inquisitive
Timeline
Liaison Officer - Everyday Banking
ABSA Bank
12.2019 - 05.2023
Inbound Consultant - Everyday Banking
ABSA Bank
06.2016 - Current
Outbound/Inbound Collections - Everyday Banking
ABSA Bank
06.2015 - 11.2019
Outbound Collections
Boston City Centre
06.2013 - 04.2015
Higher Certificate - Business Management, Business Communications, Business Information Systems, Debt Collection Strategies and Implementations
Regent Business School
Debt Collections NQF4 - Communications L4, Administrations L4, Legalities and Ethics L4, AccountingL4
Boston City Campus
National Senior Certificate (Matric) - English, Sesotho, Mathematical Literacy, Life Science, Physical Science, Geography, Life Orientation
Raphela Secondary School