• Collect and analyze customer accounts and report discrepancies to management.• Apply and allocate amounts to customers accounts• Analyze all weekly, monthly payment reports. • Reconcile accounts receivables.• Monitor customer performance• Monthly report on all account activities.• Manage account write- offs• Ensure adherence to policies and procedures in respect of accounts management.

• Assess all accounts and transactions.• Ensure all client requirements are met and accurate updates are captured on the system.• Review client transactions • Evaluate client accounts and take appropriate action as per company policy.• Ensure comprehensive details are captured in each instance on various software applications.• Withhold the release of certain transactions as per risk acceptance criteria. • Report and record details of clients who do not meet legitimacy standards.• Extract information and review reports for discrepancies. • Investigate and resolve billing queries.• Conduct risk calls to ensure the legitimacy of clients.• Conduct fraud search on a regular basis as per company policy. • Ensure strict adherence to charge back return rules and representment as per company policy.• Develop close relationships with clients to identify additional areas for development and assistance, as well as review terms of reference where possible.• Compile ad-hoc consulting reports.

• Sales and Marketing of all products via emails and calls.• Supervise staff and mange the Team’s performances.• Prepare weekly and monthly reports.• Ensure weekly and monthly targets are continuously reached.• Brief the Team before conferences, workshops and in house training.• Respond to customers queries. • Facilitate effective communication between clients and Excellente International.• Advise management on measures to improve service delivery.• Administer customer related queries and solve problems.• Measure and manage the team to ensure out-of-line situations are immediately addressed.• Communicates information in a timely, accurate and understood manner to all team members.• Ensure that all Human Resources policies and procedures are observed.• Manage the process of live call listening and call calibration sessions. • Mentor and coach a team of Quality Coaches team in order to ensure quality of calls meets the appropriate standard.• Facilitate performance appraisals.• Ensure good customer relations.• Analyze team outputs and quality measurements tool data to identify gaps. • Monitors calls taken by service teams.• Ensures quality of coaching and feedback is aligned to desired customer experience.• Reviews customer calls to ensure alignment to desired customer experience.• Provides quality reports as defined and agreed with stakeholders.• Reports on quality trends linked to quality improvement and provide suggestions for improvement of reporting within quality assurance.