Nancy Murithu

A proactive and a multi-skilled debt collector with more than 3 years experience in the banking sector.I have mastered the skills of excellent communication,negotiation, persuasion,customer relations,organisation,time management amongst others.I am seeking the role of Debt Collections or Credit Control Officer where I can utilize my skill set,knowledge and experience to meet and exceed business expectations.I also seek to explore new challenges and opportunities for growth.

Debt Collections Officer

ABSA Bank Kenya P.L.C.; May 2019 – To Date

Duties and Responsibilities

• Contacting customers to inform them of their account status
• Negotiating payoff deadlines or payment plans on outstanding debts and delinquent accounts.
• Planning course of action to recover outstanding payments.
• Keeping track of accounts regularly and escalating cases that require support, attention or urgency.
• Monitoring assigned debtor portfolio to ensure normalization of accounts.
• Creating and managing trustworthy customer relationships.
• Handling and resolving customer complaints/queries as per the stipulated operating guidelines.
• Attending educational programs and training on designated platforms for professional and soft skill development.
• Collecting in compliance with the company and the legislator debt collection, data policies and procedures.
• Other recommendations include deletion of holds, re-invoicing requests, raising forbearance review entries, change of due dates, refund requests, stop orders amongst others
• Offering all-time customer service.

Key notable achievements

• I have maintained an average score of 100% in the past one year to date a key indicator of managing business success and expectations.
• I have demonstrated the ability to meet and exceed targets on daily basis set at 80 calls (right party), promise to pay at 80% of the calls and kept rate at 80% of the promise to pay.
• I have actively and progressively identified cases that may require forbearance through in-depth and candid conversations with customers, motivating their request based on minimum requirements and following up till closure. This has strengthened customer’s trust in the organization, offered the customer relief and saved the enterprise impairment losses.
• Expert at resolving various complaints such as delayed postings, double debits, refunds and customer requests as well as product queries via prompt escalations where need be and issuing feedback hence managing customer expectation and ensuring customer satisfaction.
• I was recently recognized and picked out by my team leader to join the secured team alongside normal collections, to collect on high balance and relationship managed products such as Mortgages, SME loans and Affluent which require high professionalism and relationship management skills to handle.

Accounts Receivables Clerk/ Cashier

A.A.R. Healthcare City Centre/ Ruaka; February to May 2018

Duties and Responsibilities

Accounting Roles

• Prepared daily and monthly revenue reports and generated invoices and account statements.
• Performed account reconciliations to ensure revenue reported tallied with invoices generated.
• Followed up on delayed payments with the insurance, bills not run on Smart and underpayments.
• Investigated and resolved any irregularities or inquiries and handled revenue recovery by surcharging staff responsible for shortages recorded.
• Prepared cost of sales reports and maintained accounts receivable customer files and records.
• Posted daily banking in the Sage Accounting package and reviewed A.R. aging to ensure compliance.
• Generated staff expense report on medicine and lab tests for deductions.

Front Office Roles

• Booked, queued patients, generated and dispatched patient invoices.
• Facilitated payments via credit card, cash, M-Pesa, and credit payments via insurance.
• Processed receipts upon payment.
• Posted payments to appropriate accounts and maintained logs of daily receipts and balances.
• Maintained and handled petty cash and documented all bank transactions, such as bank deposits.
• Validated lab tests, nurses' and doctors' procedures.
• Raised entries of all payments made into designated databases.
• Generated daily user-wise revenue collection report.
• Handled patient complaints and queries such as refunds and canceled payments.
• Maintained an up-to-date billing system and initiated feedback retrieval from patients by filling out feedback forms.
• Scheduled appointments and ensured stamping on sick sheets and referral letters.

Cost Controller

Capital Club East Africa; April to October 2017

Duties and Responsibilities

• Prepared daily and monthly revenue reports such as End of Day report , Sales by Category report etc.
• Carried daily audit of all P.O.S bills and settlements and ensured all the bills charged on credit were signed.
• Posted interdepartmental transfers and prepared a comprehensive complimentary and entertainment expense worksheet.
• Checked and verified happy hours, voids, and package bills and ensured they were approved and signed.
• Prepared monthly food and beverage cost reports and handled end-month inventory take in stores, kitchens, and bars.
• Produced variance analysis report and prepared staff feeding cost distribution schedule, menu pricing and ensuring portion size is adhered to.
• Ensured goods received met the quality, quantity, and price quoted in the local purchase order.
• Supervised the receiving of L.P.G. gas cylinders, ensuring the scales were correct.
• Tracked inventory transactions and recovered revenue lost by charging the server responsible for unpaid bills or any shortages.
• Created, updated, and deleted items in the system.

EDUCATION BACKGROUND

• Bachelor of Science in Hotel and Hospitality- University of Eldoret; January 2012 - 2016
• Kenya Certificate of Secondary Education- Kaaga Girls High School; February 2006 to 2010

PROFESSIONAL COURSES

• Certified Public Accountant (C.P.A. Section 1); University of Nairobi; May to July 2013
• Certificate in Computer Packages; PCEA Ithimbari Computer College; July to September 2011
• Certification in the German Language Course; B2; KIFLAPS ,Nairobi; 2022 – To Date
• Certificate in Call Control Strategy; Udemy; Online
• Certificate in Managing Difficulty Conversations; Udemy; Online
• Certificate in Complaints Handling Process; ABSA Learning; Online
• Certificate in Effective Debt Collection Strategies; Compuscan Academy in Association with ABSA