Zanele Tshabalala
Banking Industry
Soweto
Summary
Determined, enthusiastic, passionate, and motivated professional with a proven ability to excel under pressure. Demonstrated commitment to excellence through diligent task completion. Eager for new challenges and opportunities, with a strong aptitude for quick learning and seamless implementation of new skills. Adaptable team player and leader, receptive to feedback for continuous growth and problem-solving in diverse work environments. Firm believer in lifelong learning as the key to personal and organizational success.
Overview
17
17
years of professional experience
Work History
Banker
Discovery Bank
10.2024 - Current
- Maintained strict compliance with all banking regulations, ensuring a secure and trustworthy environment for clients.
- Investigated customer inquiries and resolved discrepancies in helpful and timely manner.
- Developed and maintained strong customer relationships, providing exceptional service and advice.
- Educated customers on features and benefits of banking products and services.
- Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products, and services.
Credit Controller
Ubank Limited
10.2016 - Current
- Collecting on delinquent accounts and rehabilitating by negotiating for arrears balance payment
- Make arrangements and obtain quality PTP’s and maintain high PTP success rate in percentage of the collected PTP
- Ensuring that the specified and set target on collection are met on monthly basis
- Executing flawless on call quality of 90%-100% on average calculated
- Resolving client’s queries efficiently within a communicated service-related duration
- Answer incoming calls and respond to customer’s emails
- Query resolution and follow up with courtesy to the client.
- Identify and escalate issues to supervisors
- Route calls to appropriate resources
- Managing high balance project which have a high impact on a collections book through excel sheet and report back on a weekly basis to my line manager.
- Managing and collecting of arrears using external systems (Easy debit and AVS) for customers who receive salaries externally
- Performing set off (prohibited)
- Pulling daily payfile and datafile report and share with relevant peers(that state if it was a salary deposit or bonus earning.
- Reference: 011 518 5000 William Mabena (Line Manager)
Collections Supervisor
African Bank
10.2022 - 09.2024
- Developed customized payment plans for clients experiencing financial difficulties to minimize losses.
- Established performance metrics to evaluate team success and identify areas for improvement.
- Worked with customers and collections representatives to monitor documentation, reduce customer disputes [Number]% and collect invoices in timely fashion.
- Contacted customers to collect outstanding payments via one-time or negotiated installment methods.
- Conducted regular audits of collection practices to maintain accuracy and adherence to industry standards.
- Implemented credit scoring models, assisting the organization in making informed decisions about extending credit terms.
- Trained collections agents and reviewed work to reach compliance with legal requirements and company policies.
Collections Credit Controller
UBank
10.2016 - 10.2022
- Collaborated with other departments to resolve billing errors, ensuring timely payment from clients.
- Reached out to customers to check on payments and convey options.
- Obtained payments and entered details into system.
- Reviewed customer accounts for compliance with repayment obligations.
- Responded to disputes calmly and applied logical, knowledgeable approaches to devise solutions.
Restructuring Experiential Supervisor (Special Project)
Ubank Limited
03.2019 - 09.2019
- Doing on coaching on how to fill and submitting mandates
- Quality assessment on call made with clients as to whether the call script was followed or not
- Monitoring the saved documents weather, they are adequate and saved accordingly on OnBase
- Coaching on monthly KRA
- Daily reports as to how many new clients opt for restructure and proved
- Resolving client’s queries, the new tenure, interest rate and type of restructure.
- Reporting weekly performance to manager
- Assist clients with advance payments according to the Retrenchment Benefit Structure
- Monitoring payments and send new disputed to collections ques.
- Monitoring weather client qualifies for distress or technical restructure
- Reference: 011 518 5781 Brighton Sibanda (Manager)
Debt Collections Agent
African Bank Limited
10.2009 - 09.2016
- Collecting on delinquent accounts and rehabilitating by negotiating for arrears balance payment
- Make arrangements and obtain quality PTP’s and maintain high PTP success rate in percentage of the collected PTP
- Ensuring that the specified and set target on collection are met on monthly basis
- Executing flawless on call quality of 90%-100% on average calculated
- Resolving client’s queries efficiently within a communicated service-related duration
- Maintaining an average wrap up of 15% and below between calls
- Unemployed customers requested for income details (obtained from bank statements etc.) and checked for UIF receipts
- Broken promises followed up the following business day after due date without fail
Debit Collector
African Bank
03.2008 - 09.2016
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Maintained consistently high success rate of collecting on overdue accounts.
- Provided excellent customer service during difficult conversations, empathizing with debtors while remaining firm on repayment expectations.
Education
Bachelor of Commerce General - Economics and Supply Management Chain
Regent Business School
Certificate in Contact Centre Operations - undefined
Ifundi
01.2011 - 12.2011
Certificate in human capital administration - undefined
PC Training and Business School
01.2009 - 12.2009
Secondary school Education - undefined
Mncube High School
01.2006 - 12.2006
Honors Degree - Business
Regent Business School
Johannesburg, South Africa 04.2001 -
Skills
MS Office
Attributes
I am a well-informed individual who accepts change and is willing to learn at all times so to be informed with new regulations and legislation as well as developments in my field that impact on cooperative service and successful implementation of change.
Timeline
Banker
Discovery Bank
10.2024 - Current
Collections Supervisor
African Bank
10.2022 - 09.2024
Restructuring Experiential Supervisor (Special Project)
Ubank Limited
03.2019 - 09.2019
Collections Credit Controller
UBank
10.2016 - 10.2022
Credit Controller
Ubank Limited
10.2016 - Current
Certificate in Contact Centre Operations - undefined
Ifundi
01.2011 - 12.2011
Debt Collections Agent
African Bank Limited
10.2009 - 09.2016
Certificate in human capital administration - undefined
PC Training and Business School
01.2009 - 12.2009
Debit Collector
African Bank
03.2008 - 09.2016
Secondary school Education - undefined
Mncube High School
01.2006 - 12.2006
Honors Degree - Business
Regent Business School
04.2001 -
Bachelor of Commerce General - Economics and Supply Management Chain
Regent Business School
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