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Debt Collection Team Leader with 8+ years in Financial Services
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Competencies
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.
Education
Summary
A dedicated professional with over 8 years in debt recovery, team supervision, and client relations. Skilled in negotiation, compliance, and quality assurance, with a strong focus on achieving operational goals and enhancing customer experience.
Key Achievements
- Led a team at Pioneer Debt Solutions, achieving consistent KPI targets and improving call quality through coaching.
- Managed debt collections at MBD Credit Solutions, negotiating payment plans and ensuring compliance with regulations.
- Monitored and evaluated call quality at Synergy Contact Center, offering performance feedback and process improvements.
Experience
Team Leader-Defaults department
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...
Collections Debt Assistant
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...
Quality assurance agent
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,...
Business administration assistant
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...