Rhodah. Ongwae

Case Manager

Talent

LondonMember since 5 April 2026

Hire this person

Send a job offer directly to this candidate

About

I am an experienced collections and financial services professional with over 8 years’ in debt management, specialising in early-stage arrears, customer engagement and sustainable repayment solutions. I have a proven ability to manage high volume caseloads, resolve missed payments and deliver positive outcomes in fast-paced, regulated environments. I am skilled in building customer relationships, handling complex cases and identifying process improvements to enhance efficiency and performance.

I am passionate about delivering fair outcomes while supporting business objective and continuous improvement initiatives.

Experience

Stepchange Debt Charity • Case Manager • November 2023 - Present

Manage a portfolio of clients in debt and resolve missed payments through tailored repayments solutions.
Assess affordability and financial circumstances to determine suitable outcomes.
Handle objections from creditors while maintaining strong relationships with all parties
Monitor compliance with FCA and AiB regulations, ensuring fair and consistent treatments
Identify process improvements and contribute feedback to senior leadership and external stakeholders.
Pilot new systems and workflows and support with adoption across teams.
Operate effectively in a high-volume and fast-paced environment whilst consistently meeting targets and deadlines.

Stepchange Debt Charity • Advocacy Advisor • May 2019 - November 2023

Manage complex arrears cases and supporting clients to resolve financial difficulties.
Build strong relationships with clients to improve engagement and long-term outcomes.
Negotiate solutions with creditors to achieve sustainable repayment plans.
Work collaboratively with external organisations to support vulnerable clients.

Step Change Debt Charity • Debt Advisor • July 2018 - May 2019

Provide regulated debt advice and support clients through repayment solutions.
Conduct detailed financial assessments to determine affordability.
Maintain relationships with creditors and ensure smooth case progression.

Arvato Financial Solutions • Collections Agent • April 2017 - June 2018

Manage early-stage arrears accounts, contacting customers to resolve missed payments.
Negotiate repayment plans aligned to customer affordability.
Handle disputes and objections to achieve positive outcomes.
Maintain accurate records and adhere to regulatory requirements.