Catherine Mosima

I am a dedicated leader who leads by example and never shy away from getting her hands dirty. I have been with Mercedes-Ben Financial Services for 15 years and in this period i have acquired experience and knowledge in Credit, Operations, Call Centre and Collections departments. In my 5 years managerial experience i have managed Call Centre and Collections teams.

I have had an opportunity to be involved and lead digitalization projects to improve customer experience which is my passion. I have also lead an outsourcing projects in 2 different departments which lead to significant cost savings for my company. My strongest skill is interpersonal skill and being able to solve problems relating to escalations or difficult customers.

I am very customer centric individual, very patient with the customers and always aiming at providing a gratifying customer experience. I relate well with my colleagues and take pride in empowering my team members to perform optimally.

Mercedes-Benz Financial Services

Currently: Team Leader Early Stage Collections (2 years)

• Manage the departmental employees to achieve organizational goals, training and development of employees in relation to performance objectives to ensure a highly motivated, energized and trusting environment in support of a Great Place to Work
• Build and maintain strong relationships with relevant stakeholders, i.e. Customers, External Service Providers, Attorneys, MBSA employees, MBFS employees, MBFS Management Team
• Co-ordinate, monitor, manage and report on the Early Stage delinquency portfolio performance for Passenger Cars on the live portfolio within prescribed policies and procedures in order to reduce the delinquency rate and minimizing credit losses in support of agreed targets
• Co-ordinate, monitor, manage and report on the Lease Return and Settlement process for Passenger Vehicles in relation to customer contact, billing, invoicing, collection, allocation, clearing and settlement within prescribed policies and procedures in order to ensure and efficient and timely contract-end closure process.
• Operational and strategic management of the MBFS early stage delinquent portfolios in relation to the requirements, process and performance targets of the outsourced portfolios to external service providers
• Co-ordinate, monitor and management of the payment schedule invoicing process, the collection, allocations and clearing of the incoming payments via miscellaneous receipts on the live, matured and terminated portfolios, weekly reporting on the miscellaneous progress thereof in a timely manner and within prescribed policies and procedures in order to reduce the delinquency rate and minimize the credit losses in support of the agreed targets.
• Co-ordinate, monitor and management of the bank rejections, de-allocations, cancellation of receipts and Hyphen rejections within prescribed policies and procedures
• Co-ordinate, monitor and management of detailed and summarised versions of reconciliations statements in accordance with the account status in the Contracts Management System within prescribed policies and procedures
• Support the procurement process for on-boarding and renewal of External Service Providers for the department’s collection related activities

Mercedes-Benz Financial Services

Specialist Operations & Customer Relationship Management (4 years). 

Managing the Operations Call Centre with 35 agents 

• Operational Excellence and Leadership- Manage the Call Centre contract / SLA between MBFS SA and MBFS UK ensuring a sound partnership and alignment of strategic objectives. 
• Manage Mercedes Benz Financial Services Main Customer mailbox consisting of a team of senior administrators. 
• Identify process improvement opportunities and initiatives to reduce incoming calls through the promotion of self-service options and analysis of Contact Centre analytics. Responsible for co-ordination, sign-off and distribution of surveys (DSI and CSI)
  • Co-ordinate , supply data and sigh-off on questionnaires ( Singapore)
  • Co-ordinate and provide feedback on results
  • Managing and ensuring increased scores in the MBFS Contact Centre environment
  • Superior Products and Customer Experience - Improve Customer Satisfaction (BOC, MOC, EOC) and Dealer Satisfaction within the Customer Service Department. Enhance MBFS competitiveness through Digital Touchpoints (Dealer and Customer facing)
  • High Performing Inspired People - Oversee the management of Recruitment and Training, Resource management through effective WFM and operational output management. Keep abreast of the latest trendies and technological advancement in the area of Contact Centre Management.
  • Integrity / Compliance -- Implementation of all legislative changes and requirements for MBFS Operations (NCA +FAIS)
  • Regular assessment of risks in the area of responsibility (Internal and Corporate Audits)

  ICS/Compliance: Implementation of all solution approaches for significant ICS deficiencies and audit findings

  • Ensuring successful implementation and maintenance of compliance measures including but not limited to TCF, FICA, ICS Controls, POPI, Suspicious Transaction Reporting
  • Quality Management - Clear Internal and external audits. Complete ICS Controls. Annual review of Business Rules. 
  • Innovation and Technology Leadership - Identify areas of improvement, implement strategies and participate in projects.
  • Customer Relationship Management– Execute and resolve the executive complaints Engages with customers on regular basis to build relationships, retain customers and service recoveries.
  • Communications - Responsible for customer communications and notifications. Administration of monthly statement, testing and release of statement. 
  Position: Contract Maintenance Specialist (PC and CV) (3 years)

Position: Contract originator Pay-out Specialist (PC and CV) (4 years)

Position: Credit Analyst Administrator (2 years)

 Position: Personal Assistant to Area Manager Strategic Contract Research & Development (1 year)

Degree: UNIVERSITY OF PRETORIA- BA Degree Social Sciences- (Major Psychology and criminology)

Certificate: WITS - Future Leader Development

• Business Administrations

Certificate: UNISA- Relationship Marketing and Customer Relationship Management

• Customer Relationship management Applied Strategy
• Customer Relationship Management Principles