Frank Onaiwu

• Experienced Collections and Recovery Advisor with over three years of experience managing customer accounts, negotiating repayment arrangements, and supporting debt recovery activities. Skilled in handling customers experiencing financial difficulties, resolving account arrears, and delivering positive customer outcomes while maintaining compliance with regulatory and company requirements. Strong communication, negotiation, and problem-solving skills with proven ability to work effectively in target-driven environments.
• Conducted collections and recovery efforts while adhering to applicable regulations and policies.
• Managed overdue customer accounts to optimise recovery processes.
• Facilitated resolution of overdue account issues through inbound and outbound customer calls.
• Evaluated customers' financial situations to create manageable payment solutions.
• Recognised vulnerable customers and delivered tailored assistance according to company guidelines.
• Maintained detailed records of customer interactions and payment arrangements to ensure accurate tracking.
• Addressed customer inquiries and complaints with professionalism and promptness.
• Worked with internal teams to enhance account management and improve recovery results.

Managed high volume of inbound calls for quick resolution of customer issues.

Improved customer satisfaction by effectively handling complaints and inquiries.

Handled returns and exchanges efficiently maintaining high levels of customer satisfaction.

• Answer incoming calls and emails regarding policy coverage, limits, and deductibles
• Process policy changes, including address updates, coverage modifications, and adding new drivers or assets
• Handle premium payments, resolve billing discrepancies, and establish customer payment plans
• Ensured smooth running of operations with timely preparation of reports.