Pinkie - Debt Collection Team Leader with 8+ years in Financial Services

Supervised and mentored debt collection agents, supporting their development and performance.

Handled overdue account collections, negotiated settlements, and managed client accounts efficiently.

Maintained professional communication with clients, resolving issues and educating about account statuses.

Ensured adherence to regulations like FICA, POPIA, and NCA, while evaluating and improving call quality processes.

Provided administrative assistance, maintained accurate records, and supported audit processes.

Supervising and supporting a team of debt collection agents in the Defaults/Finance Department, Monitoring daily collection targets and ensuring monthly KPIs are achieved, Coaching and mentoring agents to improve call quality, negotiation skills, and recovery rates, Handling escalated or complex...

Contacted retail customers regarding overdue store card, credit account, and loan payments, Managed early-stage, mid-stage, and default collections in a high-volume contact centre environment, Negotiated payment arrangements, settlements, and debit order dates in line with company policy, Educated...

Monitored and evaluated inbound and outbound calls, emails, and system interactions, Assessed agent performance against quality standards, scripts, and compliance requirements, Ensured adherence to regulatory frameworks (NCA, POPIA, FICA, Treating Customers Fairly), Identified process gaps,...

Provided administrative support to healthcare brokers and management teams, Captured, updated, and maintained client and medical aid records accurately, Assisted with medical aid applications, policy amendments, and member onboarding, Liaised with medical schemes, service providers, and clients to...