Thandi Mhlungu

Managed consumer complaints and queries received from CGSO, Credit Ombud, attorneys, media, and consumers, ensuring accurate and timeous resolution. Investigated and resolved Consumer Protection Act (CPA) complaints within the retail environment, including defective products, contract cancellations, and unfair business practices. Handled insurance claim disputes where claims were declined due to reasons such as non-disclosure, lapse, exclusions, or misrepresentation, ensuring lawful, fair, and transparent outcomes.

Legal and Compliance Administrator - JD Group - Johannesburg

(2018-01 - 2024-08)

• Managed consumer complaints and queries received from CGSO, Credit Ombud, attorneys, media, and consumers, ensuring accurate and timeous resolution.
• Investigated and resolved Consumer Protection Act (CPA) complaints within the retail environment, including defective products, contract cancellations, and unfair business practices.
• Handled insurance claim disputes where claims were declined due to reasons such as non-disclosure, lapse, exclusions, or misrepresentation, ensuring lawful, fair, and transparent outcomes.
• Handled Small Claims Court and Magistrates' Court litigation matters, including document preparation and liaison with legal representatives.
• Conducted investigations and coordinated with internal and external stakeholders to ensure effective resolution within SLA timeframes.
• Verified legal positions post-investigation and provided recommendations to management and stakeholders to mitigate recurring issues.
• Ensured all resolutions and communications were compliant with NCA, CPA, FICA, ECTA, and POPIA.
• Drafted and reviewed response letters, letters of demand, settlement agreements, and statements of defence.
• Created and maintained electronic and physical complaint files, updated the complaint schedule (Portfolio Matrix), and ensured accurate recordkeeping for audit and compliance purposes.
• Ensured strict adherence to KYC and FICA compliance requirements during the onboarding process.
• Verified customer identity, address, and financial information to ensure application accuracy and integrity.
• Conducted due diligence and risk screening, including source of funds verification and UN Sanctions checks, to comply with regulatory obligations.
• Collected, reviewed, and stored all relevant documentation to ensure a complete and auditable compliance record for each new client.
• Monitored financial activities and reported cash threshold transactions exceeding prescribed limits.
• Reported suspicious transactions and activities via the GOAML system to the Financial Intelligence Centre (FIC), in accordance with regulatory timelines.
• Monitored ongoing regulatory developments and drafted internal awareness notices outlining their potential impact on business operations.
• Reviewed and approved marketing terms, competition rules, and promotions to ensure compliance with consumer protection legislation.
• Assisted with policy reviews, RMCP updates, and internal directives to maintain compliance alignment with evolving legal standards.
• Fostered strong working relationships with internal stakeholders and ensured adherence to the company's Standard Operating Procedures (SOPs).
• Updated training material to reflect new legislative developments and supported compliance-related training sessions.
• Compiled and submitted monthly departmental reports highlighting compliance activities, case resolutions, and audit outcomes.
• Managed the registration, renewal, and maintenance of key regulatory licenses, including NCA, trading, SAMRO, SAMPRA, SESAC, and FICA registrations for accountable institutions.
• Ensured that all licenses and certifications were valid, up to date, and in line with legislative requirements to prevent business disruption.

Customer Care Consultant - JD Group / Connect Financial Solutions - Johannesburg

(2014-10 - 2018-01)

• Managed customer complaints
• Processed refunds
• Updated credit bureau statuses
• Resolved disputes within prescribed timelines while maintaining compliance with the NCA.

Collections Consultant / Assistant Team Leader - JD Group / Connect Financial Solutions - Johannesburg

(2009-03 - 2014-10)

Early & Late-Stage Collection activities.

• Negotiated repayment arrangements with clients, analysed debtor accounts, investigated disputes, and ensured accurate recordkeeping and adherence to regulatory and company standards.
• Served as assistant team leader, overseeing daily team operations, coaching agents, and ensuring compliance with NCA guidelines while meeting collection targets.

Credit Controller - JD Group / Price n' Pride - Johannesburg

(2005-07 - 2009-03)

• Assisted with credit applications
• Affordability assessments
• Credit analysis
• Handled customer complaints
• Reconciliations
• Ensured compliance with NCA and internal credit procedures

Higher Certificate - Economics and Management Science - UNISA (2021)

Grade 12/Matric – Senior Certificate - Khanya-Lesedi Secondary School (2001)