Audit and managing Debtors Age Analysis report.Debtors recons and payment allocations.Invoicing and credit notes.Submitting refund requests.Managing legal handovers.Debt Collection.Customer communication records

Collaborate with different departments to improve cancellations and retention strategies. Implement various strategies to increase retention and decrease cancellations. Ability to understand complex customer situations and provide appropriate solutions.

I resolve customer dissatisfaction by actively investigating complaints and identifying suitable resolutions that meets both the customer's and the guidelines set by the Financial Conduct Authority (FCA). I manage complaints by investigating case history, gain understanding, document complaint synopsis and drafting final response letters. With this, I always apply standards, practices and procedures to ensure activities and decisions are compliant to the organisation’s risk , legal and regulatory requirements.

Subject Matter Expert: Project specialist Remediation program)Quality Assuring (QA) of project work , settlement letters and payments issuing.Payment reconciliationIndividual case investigations E.g. Sensitive/complex casesCreating and sending Annual StatementsCreating and implementing process mappingFloor assistance (supervisory) Resolving Complaints and Escalation queries on calls and emails.Updating Attendance Register daily.Complete and Evaluate Trend Analysis(Year-to-date)IC Business Manager- Real time agent monitoring. Updating Attendance Register daily. Extracting Performance Reports.Logging departmental issues (Zendesk platform).Ability to handle a high work volume and meet strict deadlines.

Repayment plans and Rehabilitating accounts.Customer service assistance.Responding to emails relating to; Income and Expenditure calculations. Responding to emails relating to; Notifications of Hardship, Debt Management Agency authorisations, Notification of Termination of DMA, Change of Address. Ensuring stats are on par that is set out on a monthly basis.

Cash in and cash outs Credit and Debit card transactions Cheque exchangeForeign ExchangeBalancing cash float (+1million Rand)