Thembi Dlamini

• Manage inbound and outbound communications with home loan clients to ensure timely repayments and resolve account queries.
• Analyze account information to identify delinquent accounts and initiate appropriate recovery actions.
• Negotiate repayment plans with clients, adhering to company policies and industry regulations.
• Maintain accurate records of communications, payments, and account status updates in the CRM system.
• Collaborate with internal teams to address escalated issues and ensure smooth client service.
• Achieve or exceed monthly collection targets while maintaining positive client relationships.

1. Requirements Analysis

• Understand the business requirements, rules, and processes for home loans.
• Collaborate with stakeholders (e.g., business analysts, developers, and product owners) to clarify requirements.
• Identify key functionalities and compliance standards for home loans systems.
• 2. Test Planning
• Develop comprehensive test plans and strategies tailored to home loans systems.
• Define the scope, objectives, and timeline for testing activities.
• Identify and document test environments, data requirements, and tools.
• 3. Test Case Design
• Create detailed test cases and scripts to cover all functional and non-functional requirements.
• Design test scenarios for various types of loans, such as fixed-rate, adjustable-rate, and interest-only loans.
• Account for edge cases, such as invalid borrower data or incorrect loan calculations.
• 4. Execution of Testing
• Conduct different types of testing, including:
• Functional Testing: Ensure that loan applications, processing, and approval workflows function correctly.
• Regression Testing: Verify that updates or changes don't break existing features.
• User Acceptance Testing (UAT): Test the system from an end-user perspective.
• Integration Testing: Ensure smooth communication between different modules (e.g., credit checks, property evaluations, and payment processing).
• Compliance Testing: Ensure adherence to regulatory standards and financial policies.
• Log defects and track them until resolution.
• 5. Automation Testing
• Develop automated test scripts using tools such as Selenium, TestNG, or Cucumber.
• Perform regular execution of automated regression suites to identify recurring issues quickly.
• 6. Performance Testing
• Test system performance under various workloads, such as high application volumes or simultaneous user access.
• Identify bottlenecks and recommend improvements for scalability.
• 7. Reporting and Documentation
• Document test results and defects in tools like JIRA and Qmetry
• Prepare detailed reports and dashboards for stakeholders, outlining testing progress, defects, and risks.
• Maintain a repository of test cases and scenarios for reuse.
• 8. Collaboration and Communication
• Work closely with developers to understand potential issues and validate fixes.
• Provide feedback to product and design teams to enhance user experience.
• Act as a liaison between technical teams and business units.

• Client Support

Respond promptly to client-reported issues regarding stuck cash during withdrawals or deposits.
Collect and document transaction details, including date, time, amount, and error messages, for investigation.
Maintain clear and professional communication with clients throughout the resolution process.

• Investigation and Resolution

Improved customer satisfaction ratings through attentive service and quick resolution of issues.

Access and review ATM transaction logs to identify errors or discrepancies.
Verify client account records to ensure transactions are correctly debited or credited.
Review ATM surveillance footage to validate client claims and detect unusual activities.

• Manage the replenishment, balancing, and reconciliation of ATM cash supplies.
• Ensure secure handling of cash and adherence to safety and compliance protocols.
• Prepare and verify cash deposits for loading into ATMs, ensuring accuracy.
• Maintain accurate logs and documentation for ATM operations and cash movements.