Monica Thunda

Customer-focused finance professional with strong experience in accounts receivable, book management, credit control, and customer relations within FMCG and banking environments. Detail-oriented, deadline-driven, and highly organized, with proven ability to manage high-value debtor books, resolve queries efficiently, and ensure compliance with financial and operational controls.

Book Clerk - Coca Cola Beverages of South Africa (Genpact)

(2019-03)

• Statement Upload on customer portal
• Internal controls - to ensure that sales invoices are properly recorded and that customers pay promptly in accordance with the agreed terms of business
• Internal controls include adherence to policies, segregation of duties, preparation of sales orders, preparation of Sales Invoices, defining authorization levels
• Plan monthly activities to achieve KPI's
• Preparation of book review
• Debtors book value of 200M – Boxer account, part of top 3 customers
• Prepare remittances for allocations as per standardized process
• Manage queries and outstanding payments as per SOP for customers
• Create journals on ERP for customer account adjustments
• Monitor the payment of promotional claims
• Prepare off-set schedules for clearing of GL
• Constantly expand knowledge of MSD and other relevant business systems to contribute to continuous improvement
• Download claims from B2B
• Claims- (Pricing, shortages, and returns) -Identify and respond to valid customer claims
• Communicate with customers regularly to ensure that their needs and expectations are met
• Understand SLA requirements and measures and apply them in your team
• Perform claim investigations thoroughly on B2B
• Daily Review & monitoring of customer Disputes
• Routing and Resolving of Debtors queries and claims for National accounts
• Ensure accurate and timeous management of queries and resolution reached at the highest level to avoid customer frustration – ensure all queries are resolved on customers account prior to customer engagement
• Prepare Offsets for Genpact to Allocate
• Prepare Book Review, book value 300M
• Effective communication with the Stock/Settlement departments and CIC credit
• Liaising with the Different Depots to Resolve Customer Queries and Claims
• Assisting with AR Lines on the book
• Provide back-up support to the National Credit team to achieve overall credit objectives
• Provide feedback on process improvement initiatives
• Stay up to date and comply with business processes
• Training: SAB Learnership NQF - completed

Credit Clerk - Coca Cola Beverages of South Africa (Genpact)

(2016-06 - 2019-02)

• Paying Pay for Performance, space payment, rebates, coolers, promotions
• Processing cheques
• Creating POs
• GRN - Making sure invoices are paid
• Resolving Cheque queries

Customer Relations Representative - South African Breweries

(2014-02 - 2016-05)

• Open and maintain customer accounts by recording account information
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Recommend potential products or services to management by collecting customer information and analyzing customer needs
• Manage large amounts of incoming calls
• Generate sales leads
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure
• Keep records of customer interactions, process customer accounts and file documents
• Resolve customer complaints via phone, email, mail, or social media
• Use telephones to reach out to customers and verify account information

Debt Collector - African Bank (Head Office)

(2010-07 - 2014-01)

• Contact customers with overdue accounts via telephone, email, and SMS
• Negotiate payment arrangements and settlements in line with African Bank policies
• Collect outstanding debts while maintaining professional customer relationships
• Update and maintain accurate customer account records on collection systems
• Monitor accounts to identify late payments and default risks
• Explain account balances, interest, fees, and repayment options clearly
• Ensure compliance with the National Credit Act (NCA), POPIA, and bank policies
• Meet daily, weekly, and monthly collection targets
• Escalate non-responsive or high-risk accounts when necessary
• Handle customer queries, disputes, and complaints professionally
• Follow up on promised payments and broken arrangements
• Work closely with team leaders and legal departments when required
• Maintain confidentiality of customer and financial information
• Prepare reports on collection performance and account status
• Adhere to ethical debt collection practices and customer service standards

National Diploma - Analytical Chemistry - Vaal University Of Technology

National Senior Certificate - Lofentse Girls High (2000)