Thandeka Kunene
Debt Counselling Agent
Springs
Summary
Skilled Agent experienced in identifying the needs of the client and working to find a solution promptly and professionally.
Developed strong client management and problem-solving skills in fast-paced environment. Skilled in effective communication and strategic planning, looking to transition into new field. Seeking to leverage transferrable skills to drive success and growth in new role.
Overview
8
8
years of professional experience
Work History
Debt Counselling Agent
Nedbank
07.2024 - Current
- Attending to customer concerns (inbound calls) directing clients to the relevant departments for resolution.
- Informed clients of policies and procedures.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Instructing branches to remove blocks and holds on accounts.
- Rehabilitating delinquent accounts and reducing bad debt(risk) to the bank.
Collections Consultant
Nedbank
08.2022 - 06.2024
- Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
- Rehabilitating accounts by contacting,negotiating,concluding and monitoring arrangements with client and authorised third parties.
- Ensuring that internal and external stakeholders perform within agreed turnaround time and service level agreements by monitoring the accounts.
- Ensuring client account statuses are correct by checking account history details on the system.
- Maintaining client satisfaction by responding to general queries on risk or arrears timeously.
- Minimising potential losses to the bank by implementing the collection process and strategy.
Outbound Call Centre Agent
Nedbank
08.2019 - 08.2022
- Conducted welcome calls to customers with newly opened insurance policies and identifying opportunities for upselling or cross-selling services.
- Conducted collection calls to customers that defaulted in their insurance policy premiums and made payment arrangements to bring accounts up to date.
- Provided personalized support by addressing each caller's needs based on their unique circumstances, preferences, or challenges faced during the interaction process.
- Implemented feedback from supervisors to continually improve call quality and overall performance.
Contact Centre Agent
Nedbank
03.2017 - 07.2019
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
Education
Matric -
Nkumbulo Secondary School
Gauteng 04.2001 -
National Certificate - BANKING NQF LEVEL 5
Bankseta
Johannesburg, South Africa 04.2001 -
Work Readiness Programme - Bridging Course
Harambee Work For Work
Johannesburg, South Africa 04.2001 -
Certificate - Health Care
Kgothalang Anclillary Health Services
Gauteng 04.2001 -
Skills
Problem-solving
Customer service and care
Positive attitude
Clear communication
Active listening
Call management
Customer service
Time management
Team collaboration
Timeline
Debt Counselling Agent
Nedbank
07.2024 - Current
Collections Consultant
Nedbank
08.2022 - 06.2024
Outbound Call Centre Agent
Nedbank
08.2019 - 08.2022
Contact Centre Agent
Nedbank
03.2017 - 07.2019
Matric -
Nkumbulo Secondary School
04.2001 -
National Certificate - BANKING NQF LEVEL 5
Bankseta
04.2001 -
Work Readiness Programme - Bridging Course
Harambee Work For Work
04.2001 -
Certificate - Health Care
Kgothalang Anclillary Health Services
04.2001 -
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