Noxolo Phokwana
Johannesburg
Summary
Results-driven Banking and Collections Professional with over 7 years of experience in debt recovery, customer service, project administration, and credit risk management. Proven ability to negotiate payment arrangements, resolve customer queries, improve recovery rates, and maintain regulatory compliance. Experienced in Microsoft Dynamics CRM, JIRA, SharePoint, Confluence, Microsoft Office, and stakeholder management. Currently a Collections Consultant at African Bank with a strong background in banking operations and customer relationship management.
Overview
9
9
years of professional experience
Work History
Collections Agent Consultant
African Bank
05.2023 - Current
- Collaborating on debt collection efforts with Accounts, Sales, and the Legal Department.
- Developing debt collection strategies and plans.
- Adhering to the FDCPA throughout the debt collection process.
- Contacting debtors by telephone to enact and negotiate debt recovery.
- Searching publicly available databases to track down defaulters, including Credit Bureau information, background checks, and loan documents.
- Preventing repeated payment delinquency by negotiating manageable debt payments.
- Negotiating settlements to receive payment on a certain percentage of the debt.
- Keeping hard copy and electronic records of all communications, payment plans agreed to, and amounts paid.
- Sending statements of delinquencies and satisfied debts to the Credit Bureau, as well as purging records where debts have been satisfied.
- Initiating legal and repossession proceedings if debt recovery fails.
Customer service advisor
Webhelp outsourcing
01.2021 - 05.2023
- Providing introductory information to new customers
- Ensuring that customers are satisfied with products or services
- Following up with clients or customers to check that they're still satisfied with any purchases
- Verification and validation of customer information and contractual information prior to the activation of post-paid services onto the billing system
- Letting customers or clients know about additional products or services
- Determining the quickest, most effective ways to answer a client's or customer's questions
- Escalating queries and concerns
- Troubleshooting common issues with a product or service
- Connect, discover, recap and close customer issue
- Verizon
Collections Agent
Credit solutions service
01.2020 - 10.2022
- Deal with customers diligently, courteously and professionally while collecting payments.
- Initiate strategies for collection processes and procedures.
- Negotiate payment plans.
- Respond to customer inquiries.
- Persuade customers diligently to pay past due amounts.
- Collaborate with accounts receivables staff regarding collection of payments.
- Develop alternative payment plans with help from A/R department.
- Advise customers on alternative payment plans.
- Create repayment schedules based on customers' financial situations.
- Retain customer loyalty while initiating processes for collection of payments.
- Maintain and update record of customers from whom collections are made.
Sales consultant
Shapiro Shaik and Defries
04.2019 - 01.2020
- Make outbound calls to debtors with the purpose of making payment arrangements.
- Give the advantages and disadvantages of making payment arrangements.
- Building a rapport.
- Educate debtors how these credit may have the negative impact on their credit status.
- Seeking the suitable payment amount according to debtors affordability.
- Advise about settling the bill and available discount payment methods.
- Create ptps by capturing them on the system debit order, eft and cash payment.
- Trace and update the debtors information on the systems.
Project Administration
FNB
02.2017 - 01.2019
- Oversee that all the Business Requirements sign offs, post implementation testing, and live testing are done by the scheduled release date.
- Scheduling regular meetings and recording decisions.
- Analyze the risk register log with Risk Manager and Project Manager.
- Create project epics and tasks on JIRA.
- Attend SteerCo meetings and schedule VC and Skype calling for stakeholder's members.
- Upload projects the team has worked on and all the monthly releases on Governance Checklist for project audit.
- Prepare daily stand up for the team so that each member can explain their progress on tasks assigned to them.
- Assist the Business Analysts to do follow ups on Sign Offs from CRM Business Owner, Risk Manager and Architectural Manager.
- Record all the projects workflow on Confluence.
Education
Matric -
Dr.B.W Vilakazi
Johannesburg 12-2004
Higher Certificate - Project Management
The Da Vinci Institute
09-2020
IT Essentials - Wireless
Cisco Networking Academy
01-2017
Skills
- Customer Service Excellence
- Call Centre Operations
- Complaint Resolution
- Customer Relationship Management (CRM)
- Communication Skills
- Active Listening
- Problem Solving
- Time Management
- Microsoft Office Suite
- Data Capture & Administration
- Team Collaboration
- Conflict Resolution
- Customer Retention
- Multitasking
- Attention to Detail
Accomplishments
2021-01-01, SPECCON, Risk Management. The certificate means that I know how to identify risks that can occur in the business. It also helps how to find ways or measures to mitigate the risks that have been discovered. It also taught me how to log the risks that had occurred in the organization.
References
Request On Demand
Projects
Request On Demand
Languages
English
First language
Timeline
Collections Agent Consultant
African Bank
05.2023 - Current
Customer service advisor
Webhelp outsourcing
01.2021 - 05.2023
Collections Agent
Credit solutions service
01.2020 - 10.2022
Sales consultant
Shapiro Shaik and Defries
04.2019 - 01.2020
Project Administration
FNB
02.2017 - 01.2019
Matric -
Dr.B.W Vilakazi
Higher Certificate - Project Management
The Da Vinci Institute
IT Essentials - Wireless
Cisco Networking Academy