Lawrence Melifonwu

Results-driven finance and banking professional with over 15 years of experience in customer service, relationship management, mortgages, credit risk management and collections. Adept at analyzing financial data, mitigating risks, and fostering long-term client relationships to drive business growth. Proven ability to develop and implement strategies that enhance operational efficiency, optimize credit portfolios, and improve debt recovery rates.

A strong communicator and problem-solver with a customer-centric approach, ensuring seamless financial solutions and superior client satisfaction. Holds a master's degree in business administration, providing a strong foundation in strategic decision-making and financial management.

Recovery Specialist - ESC Corporate Services Limited

(2025-09)

• Facilitate debt collections, redemption and the recovery of assets from debtors.
• Utilizes multi-screens, telephones, written communication to respond to customers, agencies, co-workers and other interested parties.
• Receive and handle customer calls, interactions, support voluntary surrenders and redemptions, and ensure compliance with recovery processes and provincial regulations.
• Provides information in response to enquiries/complaints made by clients.
• Work on delinquent accounts in preparation for third party intervention.
• Interact and work with clients to action and resolve their inquiries such as voluntarily surrendering units, redemptions and escalating any complaints to the Recovery Manager.
• Work closely with external vendors to monitor and optimize recovery performance, identifying trends and recommending process improvements to management where needed.
• Manage recovery files and work closely with suppliers such as bailiffs, auctions, and towing companies to coordinate the repossession, transport, and liquidation of moveable assets.
• Manage file assignments to ensure that company obligations are met. Files are assigned based on client customer's late name (no specialty in terms of specific clients supported).
• Work with the supply chains such as bailiffs, auctions, tow companies and skip tracers related to the repossession, transport and liquidation of moveable assets.
• Support the corporate quality and continuous improvement process by having consistent general knowledge of the industry and the different laws pertaining to each province.
• Negotiate settlement proposals with customers, legal representatives, and third-party recovery partners.
• Support asset disposition activities and assist with the sale and remarketing of recovered collateral where required.
• Perform necessary tasks related to quality control parameters by ensuring all processes are followed.

Insurance Advisor, Contact Center Representative - TD Insurance

(2025-04 - 2025-07)

• Handled insurance sales calls, provided quotes and processed applications for new policies.
• Maintains logs on to all outstanding customer issues.
• Managed existing policies, processed changes, renewals and addressed client inquiries.
• Provided guidance to clients on their insurance needs, specifically for auto and property.
• Built and managed relationships with clients, ensuring they receive ongoing support and advice.
• Cross sold other TD Insurance products to existing and prospective clients.

Associate Partner, Credit Collections and Recovery Specialist - Zamuchy Integrated Ventures

(2021-01 - 2023-12)

• Evaluated ongoing credit assessments and conducting client credit checks.
• Notified debtors by letter, email, or telephone call of upcoming or outstanding invoices
• Ensured payments are on track to be paid within the agreed terms
• Established effective payment arrangements by assessing the debtor's financial viability in connection with legal services staff and follows through on individual payment agreements to ensure compliance.
• Managed and collected debts from company debtors, setting up the terms of credit for clients.
• Initiated action against debtors who evade or refuse repayment according to their terms and conditions of approved credit
• Provided customer service regarding collection issues, process and review account adjustments, process refunds, handle bad debt write-offs, and account settlements
• Replied promptly to client questions and concerns received by voicemail or via written communication
• Contacts customer by phone or correspondence letters to make arrangements to bring their delinquent accounts current.
• Answers incoming calls from customers and dealers regarding inquiries.
• Prepares correspondence letters, delinquent reports, repossession files, and payment arrangements.
• Perform other assigned tasks and duties necessary to support the Collections department.

Marketing and Relationship Manager, Team Lead, Credit Collections and Recovery Manager - Sterling Bank

(2002-01 - 2020-12)

• Conducted financial needs assessments and provided tailored banking and investment solutions to enhance client satisfaction.
• Provided exceptional inbound and outbound call advice and/or service support to customers on a range of financial products and services.
• Led cross-functional collaboration between sales, operations, and customer service teams to enhance the overall client experience.
• Negotiated and structured financial products, including loans, credit lines, and investment portfolios, to align with customer goals.
• Initiated and negotiated immediate paydowns, interest waivers and concessionary payments as they fall due to the business units.
• Generated and distributed month end reports to Senior Management
• Assisted clients in budgeting and planning to correct existing and avoid future delinquency
• Managed and collected debts from company debtors, setting up the terms of credit for clients.
• Provided customer service regarding collection issues, process and review account adjustments, process refunds, handle bad debt write-offs, and account settlements
• Reviewed files, provided information, and followed up with clients until resolution.
• Maintained accurate and detailed records of all customer interactions and agreed-upon resolutions.

Diploma - Executive Office Assistant - Oxford College of Arts, Business and Technology

MBA - Business Administration - University of Calabar

HND - Mass Communication - Institute of Management and Technology, IMT