Susan Muyonga

A motivated and results-oriented Banking and Finance graduate with over three years of experience in customer service and debt collection. Experienced in managing non-performing loans (NPLs) and written-off accounts, negotiating repayment plans, resolving customer concerns, and maintaining positive client relationships. Recognized for excellent communication, strong negotiation skills, and consistently achieving collection targets while delivering exceptional customer service.

Honest, adaptable, and committed to contributing to organizational success.

Customer Care & Debt Collection Officer – STANBIC PORTFOLIO - Collection Africa Limited

(2023-12)

• Managed collections for Non-Performing Loans (NPLs) and Written-Off Accounts.
• Contacted customers regarding overdue loan repayments through calls, emails, and SMS.
• Negotiated repayment plans and followed up on customer payment commitments.
• Conducted skip tracing to locate customers and update contact information.
• Maintained accurate collection records and customer interaction logs.
• Ensured compliance with company policies and regulatory collection procedures.
• Collaborated with branch teams and relationship managers to resolve customer accounts.
• Delivered excellent customer service while consistently meeting collection targets.

Customer Care Representative – KCB M-PESA - Finley International Limited

(2020-08 - 2021-11)

• Responded to customer inquiries via phone and digital channels.
• Resolved customer complaints promptly and professionally.
• Educated customers on KCB M-PESA products and services.
• Assisted customers with account-related inquiries and transactions.
• Maintained accurate customer records while ensuring high service standards.

Diploma - Banking and Finance - Rural Aid Kenya Training Institute (2018 - 2020)

Certificate - Microsoft Word - Xerofax Computer Enterprise (2017 - 2018)

Kenya Certificate of Secondary Education (KCSE) - Moi University Secondary School – Taito (2013 - 2017)

Kenya Certificate of Primary Education (KCPE) - Ingotse Primary School (2001 - 2012)