Mbali Maake

Detail-oriented Billing Accountant and Collections Advisor with over 10 years' experience in finance, billing operations, and customer service within the automotive and financial services industry. Skilled in reconciliations, arrears collections, and process improvements to ensure accuracy, compliance, and efficiency. Proven ability to implement collection strategies, drive system efficiencies, and resolve complex customer queries.

Strong knowledge of financial reporting, debt recovery, and billing systems (Hyphen, CRM, GP Systems). Committed to delivering measurable results and supporting business objectives.

Billing Accountant at Motus Group, Liquid Capital (2022-03 – Present)

Manage daily sales batch postings, billing runs, and reconciliations between CRM and accounting systems. Investigate reconciling items and ensure monthly alignment between billing and accounting records.

• Manage daily sales batch postings, billing runs, and reconciliations between CRM and accounting systems
• Investigate reconciling items and ensure monthly alignment between billing (Hyphen) and accounting records
• Process rejections, cancellations, reinstatements, and shortfall campaigns to maintain financial accuracy
• Prepare executive reports including shortfall provisions, settlement invoices, and write-off requests
• Support customer care and arrears departments by resolving complex finance-related queries
• Implement process improvements to reduce inefficiencies and increase productivity
• Improved reconciliation accuracy by streamlining policy movement reporting and reducing reconciling discrepancies

Collections Advisor at Motus Group, Liquid Capital (2018-12 – 2022-02)

Collected arrears and shortfalls on policies while providing excellent customer support. Managed inbound and outbound communications to resolve arrears-related queries.

• Collected arrears and shortfalls on policies while providing excellent customer support
• Handled debit order adjustments and banking detail updates through case logging
• Managed inbound and outbound communications to resolve arrears-related queries
• Consistently exceeded monthly collections targets, contributing to reduced arrears portfolio

Call Centre Agent at Motus Group, CSI (Customer Survey Index) (2015-05 – 2018-11)

Conducted customer interviews across multiple automotive brands to measure customer satisfaction. Captured and escalated customer complaints to relevant dealers for resolution.

• Conducted 32+ customer interviews per day across multiple automotive brands to measure customer satisfaction
• Captured and escalated customer complaints to relevant dealers for resolution
• Maintained a 95% data accuracy rate in capturing survey results

Call Centre Agent at Merchants Dimension Data (2013-11 – 2014-12)

Provided customer service and administrative support, including data capturing and filing. Handled queries and complaints while maintaining high-quality service standards.

• Provided customer service and administrative support, including data capturing and filing
• Handled queries and complaints while maintaining high-quality service standards
• Recognized for consistently meeting call resolution time targets

Bachelor of Business Administration in Business Administration – Stadio (2023)

National Senior Certificate in General Education – Willowmoore High School (2011)