Joan Iriburun

• Train staff to meet the company’s objectives in targets
• Maintain a loans ageing analysis, schedule, and follow up with the customers on recoverability
• Managing a branch over 150 employees in the loan recovery department
• Prepare approval requests to management for negotiated settlements and follow up until account is fully settled and the balance paid off
• Ensure compliance to Finance’s Credit Policy and Procedures regarding management of debt recovery process
• Maintain and prepare monthly collections reports, updates and status
• Respond to investee complaints and queries and escalate unresolved cases for supervisors’ review and advice
• Maintain a consistent reduction of non-performing debts through aggressive recoveries and viable restructuring options
• Ensure effective compliance standards are consistently met with both internal and external regulatory requirements by working closely with legal department

Making outbound calls to customers to know their experience on the network

• Giving resolution to customers complaints using the right applications
• Providing full product information to customers
• Escalating customers complaints where necessary to my supervisor.
• Answered customer telephone calls promptly and improved on-hold wait times.
• Assisted customers with varying questions using product knowledge and service expertise.

• Marketing of pay attitude payment token to customers
• Verifying on the system the customer’s signature and facial recognition to ascertain

ownership of the account number provided

• Personalizing customer(s) token to his Access bank account for transactions on POS for payments, deposit and withdrawer from the customer(s) bank account.
• Supported smooth running of events by arriving on-time and well-equipped.