Debt Collections Agent - My Next Car - South Africa
(2023-06)
- Manage the entire cash collection lifecycle, ensuring daily recovery of outstanding fees from contracted drivers.
- Engage with drivers who miss scheduled cash collections to understand challenges and reinitiate successful payment agreements.
- Initiate and negotiate settlement terms with non-compliant drivers, ensuring recovery of outstanding balances while maintaining customer relationships.
- Educate drivers on alternative electronic payment channels to reduce cash handling risk and streamline collection operations.
- Conduct daily ledger audits and reconciliations, updating driver partner records and ensuring real-time tracking of paid vs. unpaid balances.
- Maintain compliance with National Credit Act and internal risk protocols, minimizing exposure to bad debt.
- Monitor and report on collection KPIs, including arrears recovery rate, cash collection success percentage, and bad debt ratios.
- Support risk management by identifying patterns in high-arrear accounts and implementing preventative recovery strategies.
- Draft and submit collection performance reports to management with insights and actionable recommendations.
Debt Collector (Business Loans) - Fullnell - UK Remote
(2022-01 - 2022-04)
- Managed debt collection for UK-based business loan accounts, ensuring timely recovery of outstanding amounts.
- Negotiated repayment plans with business clients while maintaining professional client relationships.
- Monitored and updated account records to ensure accurate documentation and compliance with company policies.
- Collaborated with the collections team to achieve monthly recovery targets within the 4-month temporary contract.
Customer Service & Debt Collector (Vehicle Finance) - Bridge Taxi Finance - South Africa
(2021-02 - 2023-05)
- Managed a high-volume debtor book valued at R5 million, processing collections on over 20 accounts daily.
- Contacted and negotiated with clients (primarily taxi owners) to resolve overdue accounts on 30–90-day age analysis, improving recovery rates.
- Cross-checked odometer and vehicle movement reports to detect non-usage or technical tracking issues.
- Performed bank statement reconciliations, accurately allocating payments and flagging mismatches.
- Followed up on Promise to Pay commitments, maintained account notes, and escalated unresolved cases for legal review.
- Delivered daily and monthly reports on collections progress, arrears, payment arrangements, and customer feedback trends.
- Handled service claim follow-ups including mechanical issues, accident cases, and deceased account holder cases.
Customer Retention Consultant - Next Call - South Africa
(2019-03 - 2021-01)
- Managed inbound and outbound calls to resolve policy-related queries, ensuring customer retention and satisfaction.
- Built and maintained rapport with new and existing clients through empathetic communication, product knowledge, and service delivery.
- Logged interaction notes and customer feedback into CRM systems to inform account management and service improvements.
Tele-Sales Consultant - Legal & Tax Service - South Africa
(2017-09 - 2019-02)
- Performed cold calling and lead generation to promote and sell hospital cashback plans.
- Educated clients on policy benefits, terms, and costs, ensuring understanding and compliance.
- Handled objections with tact, increasing daily close rates and conversion success.
- Maintained a minimum daily target of 5 sales, often exceeding targets through persistence and effective communication.
Debt Collector – Recoveries (Personal Loans + Vehicle Finance) - Absa Bank - South Africa
(2014-10 - 2017-08)
- Worked through a high-volume debtor book valued at R500,000, handling 120 accounts monthly via dialer system.
- Liaised with external debt collectors, legal teams, attorneys, and bank branches to resolve complex queries.
- Negotiated and finalized settlement discounts and repayment plans tailored to customer affordability.
- Updated and validated client contact details, ensuring compliance with POPIA and internal data protocols.
- Submitted daily collection reports and account feedback logs to management, identifying trends in defaults and recoveries.
- Consistently met or exceeded targets with 10+ daily PTPs, and received recognition for strong case resolution rates.
- Recovered debts from clients in arrears for vehicle finance products, overseeing high volume of accounts per day.
- Traced customers via multiple channels (dialer, SMS, email), negotiated settlements, and confirmed revised payment terms.
KYC Representative - Absa Bank - South Africa
(2012-07 - 2014-09)
- Conducted Know Your Customer (KYC) compliance checks for new account openings and periodic reviews.
- Verified client identity documents and flagged high-risk accounts based on transaction and identity patterns.
- Communicated with clients via phone and email to request updated KYC documentation and guided them to nearest branches when necessary.
- Supported compliance team in compiling risk assessment reports and tracking escalations for overdue submissions.
Help Desk Representative - FNB Bank - South Africa
(2012-01 - 2012-06)
- Handled high-volume inbound calls regarding personal loans, smart spend solutions, and student loans.
- Provided real-time updates on loan processing, documentation status, and application outcomes.
- Requested missing documents and ensured proper handoff to relevant departments or escalation channels.
Debt Collector (Municipal Accounts) - Trifecta - South Africa
(2010-08 - 2011-12)
- Collected on overdue municipality bills, managing a portfolio of 50+ accounts per day.
- Negotiated and confirmed payment arrangements, ensuring compliance with municipal guidelines.
- Achieved 20+ PTPs daily, tracked arrears reductions, and updated client accounts with accurate status notes.
Debt Collector (Personal Loans) - Standard Bank - South Africa
(2008-05 - 2008-11)
- Managed personal and student loan recoveries through dialer system, with a book value of R1M.
- Processed up to 100 accounts daily, securing 25+ PTPs per day on average.
- Sent email reminders, generated statements, and negotiated payment terms and settlements with overdue clients.
