Njogu Bah

Support customers experiencing financial difficulties by assessing individual circumstances, payment history, affordability factors, and where appropriate Income & Expenditure, to establish sustainable payment plans within a regulated financial services environment, consistently exceeding the 70% kept-rate target through accurate plan analysis. Manage cases via outbound calls ranging from 10-20, as well as handling 15-20 collections/arrears emails within allocated time and maintaining call handle times consistently below the 12-minute average, including summarising calls and adding account notes/actions in under 5 minutes target. Take card payments over the phone in a PCI DSS-compliant environment and have integrated AI (Copilot) into workflows including email drafting, customer data analysis and call note-taking, while upskilling beyond initial remit to support email casework and liaising cross-functionally with Financial Crime and Customer Support.

Payment Support Agent - Oodle Car Finance - Manchester

(2026-03)

• Support customers experiencing financial difficulties by assessing individual circumstances, payment history, affordability factors, and where appropriate Income & Expenditure, to establish sustainable payment plans within a regulated financial services environment, consistently exceeding the 70% kept-rate target through accurate plan analysis.
• Manage cases via outbound calls ranging from 10-20, as well as handling 15-20 collections/arrears emails within allocated time and maintaining call handle times consistently below the 12-minute average, including summarising calls and adding account notes/actions in under 5 minutes target.
• Take card payments over the phone in a PCI DSS-compliant environment and have integrated AI (Copilot) into workflows including email drafting, customer data analysis and call note-taking, while upskilling beyond initial remit to support email casework and liaising cross-functionally with Financial Crime and Customer Support.

Customer Helper - Jet2 - Manchester Airport

(2025-03 - 2025-11)

• Delivered clear, professional customer service in a fast-paced, highly regulated airport environment, maintaining composure under pressure while meeting operational standards.
• Handled and verified 200–600 pieces of documentation and luggage per shift, ensuring accuracy, compliance, and on-time departures.

BSc - Economics - Manchester Metropolitan University (2024-09)

GCSEs - The East Manchester Academy (2016-09 - 2021-05)