Kabiru Alejo

Mortgage Collections Agent– NatWest (Contract) February 2023 to July 2023

Maintained an accurate and up to date customer information and apply appropriate appropriate flags on account.
Mitigating credit risk and take necessary escalation action as appropriate.
Used the T.E.X.A.S protocol to assess customer who might be in vulnerable state and providing them with the necessary assistance and signposting to relevant organisation.
Investigated root cause of arrears to identify cases of financial difficulties and negotiated manageable payment plans e.g Forbearance, Change of Due date, Promise to Pay etc based on customer Income & Expenditur.
Achieved a 15% reduction in overall arrears account monthly by chasing up defaulted accounts to resolve overdue debt and secure committed repayment terms.
Familiarised myself with early and late arrears process and acted as Subject Matter Expert.
Performed Account remediations and process payment refunds.
Worked and reviewed accounts in payment arrangement and other strategy queues
Maintain extensive knowledge of services and products and update all request on developmental needs.
Manage Litigation, Eviction, Repossession action plans.

Finance Systems Support Desk Assistant – Deloitte LLP (Contract) February 2022 to November 2022

Executed ITIL service desk processes for Request Fulfilment, Incident Management, and Access Management and Knowledge Web Management.
Accelerated the turnaround time for ticket actioned, outpacing the KPIs set by our team leader which brought overall department support response time 20% under SLA.
Posted debits and credits to individual and business accounts and ledger records of accounts.
Prepared travel advances direct deposits for settlement of travel accounts, as applicable.
Assisted the wider finance team with day-to-day accounting under a wealth of circumstances.
Assisted, enrol, educate and provide customer service and problem-solving skills to inbound inquiries in the booking.
Providing support to user of SAP and Swift financial systems.
Respond to internal and external inquiries and leads provide follow up communications via e-mail, telephone, and live chat.
Generated quarterly usage reports and provided administrative support for the wider management.
Scheduled and booked hotel rooms, flights and rental cars for management.
Supporting employees with Billing requirements, WIP, Accounts Receivable, Accounts Payable, GL code, Cost Centre, Travel booking, Expense accounts, Timesheet, Procurement queries and raising Purchase Orders.

Collections specialist – Virgin Money January 2020 to November 2021

Managed accounts over 30 days in delinquency in line with contact strategy resulting in 30% reductions on a monthly basis.
Managed delinquency cycle, including past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
Worked in call-centre environment handling high volume of inbound calls, manual and automatically dialled outbound calls.
Negotiated customer repayment plans, consistently maximising early payments to reduce debt recovery time.
Delivered exceptional customer service on all calls while maintaining calm and professional demeanour in challenging circumstances.
Liaised with Debt Management Company and Insolvency Practitioners representing customers experiencing change in financial circumstances.
Followed GDPR rules in line with recorded information.
Acknowledged, raised and resolve complaints within SLA.
Adhered to FCA regulations throughout the debt collection process. Performed credit checks in order to action specific payment plans.
Achieved performance goals on consistent basis through meeting Key Performance Indicators.

Project Assistant – Pathway Sport January 2016 to December 2018

Manage administrative and logistics of events planning, including contract signing, fee collection, event booking and event promotions.
Created detailed documentation for new products and services.
Accurately tracking all tasks to timely completion.
Communicated event timelines to stakeholders for on-time event execution and managed deadline expectation.
Spearheaded negotiations with vendors and subcontractors to maintain an event budget of £10,000.
Administered contracts to deliver outstanding vendor coordination, timeline development, budgeting, and day-of coordination services. Designed and maintained spreadsheets documenting vendor, facility, and guest information.

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