Faeda Charles Email & Phone Number

• Final escalation contact for clients and stakeholders via telephone, e-mail, and social media• Prepare and distribute complaints report• Calibrate and feedback and reporting to assure quality within the client service group• Draft and distribute ongoing training modules• Identify training, process, and compliance gaps deriving from complaints • Facilitate and revise training material to new joiners in the client service group• Manage and track all query processes within the group, communicate and train on changes • Manage Relationship between Regulatory body and company• Prepare all Regulatory reports for submissions to Regulator • Assist, prepare and respond to all monitoring visits by Regulator • Review all transfer requests submitted by other debt counselors • Maintaining records of all transfers and identify service gaps or trends• Represent company at National Consumer Tribunal hearings • Review all variation requests for consent orders granted

• Carrying out supervisory responsibilities in accordance with company policies and procedures; additional responsibilities include interviewing, training and motivating team leaders; planning, assigning and directing work; rewarding and disciplining employees and effective conflict resolution.• Communicating policies to the operations manager and become the primary information source for staff; following-up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.• Monitor the performance standards of the teams by extracting data from the customer relationship management system• Consolidate and compile reports from feedback received from the Client services team leaders and prepare statistics chief operation officer• Monitor adherence to the daily schedule by the client services consultants to ensure that there is adequate resources to manage calls• Provide regular reporting on operational activities, such as, call centre MI statistics, service levels, abandoned calls, call flows, etc. and provide recommendations• Manage the working relationships with internal departments Eg :Legal ,Finance and Sales• Ensure the Admin consultants are performing duties according to the SLA’s provided to them• Manage relationships with external stakeholders such as the NCR and National Consumer Tribunal

Measuring and managing the quality communications between client services staff and clients Delegating tasks to team To coordinate and handle client queries and complaints To ensure the smooth functioning of the client services team on a day to day basisTo submit a monthly planner for staff To ensure that assessments are done on all staff on a monthly basis To identify training needs required for Agents Evaluate calls according to QA Standards Team Administration-Submitting of Statistics (daily, weekly and monthly)Prepare and Analyse Team Performance and identify problem areasConduct first interviews with potential applicants To handle HR issues within the team ( disciplinary in the event that KPA’s are not achieved)

Drafting and sending of restructured proposal plans to creditorsFollowing up with responses from creditors insurance and current accountsHandling client enquiries Restructuring of clients budgetsInforming clients regarding rejected restructured payments Assisting clients on sale of assets (Homes & Vehicles) Dealing with Repossessions of clients assets and investigating of summonsNegotiating on Rescinding of invalid summons and judgments Maintaining and developing relationships with banks and credit providers Negotiations on reduced for settlements amountsAssessing clients’ portfolios and making recommendations on for insurance

Cape Town Area, South Africa