Kurt Hendricks

Experienced banking and credit professional with more than 9 years of expertise in collections, debt recovery, credit control, customer query resolution, compliance monitoring and stakeholder management.

Currently employed by Capitec Bank as a Controller: Credit Customer Query Resolution Officer and entrusted with Acting/Stand-In Team Leader responsibilities since 2025. Proven ability to manage escalated customer complaints, support operational delivery, coach colleagues, analyse accounts, produce reports and ensure compliance with banking processes while maintaining excellent customer outcomes.

Controller: Credit Customer Query Resolution Officer at Capitec Bank (2024-05 – Present)

• Control the recovery of outstanding debt through debit orders, collections activities and manual payment arrangements.
• Investigate and resolve complex customer credit and collections queries.
• Ensure integrity, accuracy and compliance of collection processes.
• Analyse customer accounts and identify discrepancies, payment issues and recovery opportunities.
• Manage escalated complaints and provide customer-focused resolutions.
• Liaise with suppliers, service providers and internal stakeholders to resolve account and service-related matters.
• Compile reports and support operational decision-making.
• Identify process improvements to enhance efficiency and customer experience.

Acting / Stand-In Team Leader at Capitec Bank (2025-01 – Present)

• Lead team operations in the absence of permanent leadership.
• Coach and mentor staff to improve productivity and service delivery.
• Assist with onboarding and training of new employees.
• Monitor quality, adherence and performance standards.
• Handle escalated complaints and operational issues.
• Support management reporting and workforce planning.
• Promote accountability, teamwork and achievement of key business objectives.

Debt Collector / Collections Agent at Capitec Bank (2023-04 – 2024-04)

Managed delinquent accounts, negotiated repayment solutions, assisted customers experiencing financial difficulty, maintained accurate account records and achieved collections objectives while complying with banking standards.

Debt Collector / Collections Agent at RCS (2016-02 – 2023-03)

Managed high-volume collections portfolios, negotiated sustainable payment plans, updated customer information, reduced repeat delinquency and consistently supported debt recovery targets through customer engagement and effective negotiation.

Further Education and Training Certificate in Banking – BANKSETA | SAQA (2018)

Matric – Rocklands High School (2015)