Mpho Zulu

Detail-oriented and solution-driven Collections Specialist with extensive experience in insurance premium collections, reconciliations, and stakeholder engagement. Skilled at managing high volumes of accounts, resolving discrepancies, and ensuring compliance with financial regulations. Proven ability to contribute to revenue assurance frameworks through root cause analysis, reporting, and process improvement initiatives.

Collections Specialist - Clientele Limited - Johannesburg

(2024-02)

• Manage portfolio of premium-paying clients (Stop Order/Commercial, Debit Order, EFT, and cash).
• Investigate and resolve premium discrepancies to minimize lapses and cancellations.
• Utilization of the MIS to determine accuracy in data, applied strategies and trends in collection.
• Liaise with payrolls on monthly inputs and reconciliations.
• Handle DebiCheck/ACB billing administration and reconcile external provider files.
• Provide Debi check reporting for stakeholders.
• Provide accurate reporting and maintain data integrity across internal systems.
• Engage policyholders and brokers to facilitate payments and explain premium implications.
• Register and maintain incident report within required SLA period.
• Perform Quality Assurance and User acceptance testing for system changes.
• Maintain a high level of data quality and accuracy.
• Assist professionally with collection queries internally and externally with stakeholders and service providers.
• Collaborate with finance and underwriting to ensure revenue is correctly allocated and recognized.
• Support internal audits by providing detailed transaction records and reconciliation breakdowns.
• Provide insights into revenue assurance teams by identifying trends in non-payment and misallocations.
• Ensure compliance with FAIS, TCF, POPIA, PASA, and BankServ requirements.

Client Services Consultant (Intern) - Clientele Limited - Johannesburg

(2023-09 - 2024-01)

• Assisted with onboarding of new staff through administrative and system orientation.
• Implemented process improvements, reducing turnaround times.
• Supported Helpdesk with inbound queries and client correspondence.
• Acted as intern team leader for coordination with managers.

Bachelor of Applied Social Science - South African College of Applied Social Science (2021)