Douglas Williams

I'm 19 years in the collection field especially in the banking industry

I'm passionate about collections, helping customers achieve the goal in settling or paying off their debts. Good negotiation skills, excellent communication skills, excellent telephone etiquette, excellent communication skills.

People's person,works well under pressure, team player and can deliver what is required from me, can work independently, target driven, very professional adhere to rules and regulations and procedures and legislation.

FNB Homeloans

Outbound Call Centrs  Agent/Manager

Duration: March 2013 to December 2020

·        Collect on arrears account

·        Update details on system

·        Load promise to pay arrangements

·        Loaded debit order

·        Provided payment arrangement, settlement arrangement and settled accounts letters

·        Updated credit bureaus on arrangement and settled accounts

·        Trained new staff in take

·        Solved customer complaints

·        Restructured arrears for consistent payers

·        Customer retention

·        Lodge claims against policies ceded to the bank

·        Negotiate settlements

·        Obtain documents on insolvencies, debt review, deceased estates, and unemployed customers

·        Analysing customers income and expenditure

·        Institute legal action on non-paying customers

·        Achieve monthly targets seth

·        Manage risk

·        Working on ILP/Hogan

·        Lodge claims on insolvent, deceased, and debt matters.

·        Obtain trustee, executor details

·        Contacted clients on debt review

·        Obtained 17.1 form,

·        Contacted debt counsellors regarding the status of the debt review

·        Requested 17.3:form for clients who are deceased, or spouses who are deceased where they were married in community of property

·        Requested distribution sheet to ensure we are included in payments

·        Followed up monthly on payments due

·        Captured Ptp’s

·        Discussed with clients to request the payments to be increased for a certain percentage  discount

·        Kept payment profile up to date at the credit bureaus for consistent payers 

·        Where clients are registered with a debt councillor and our company is not on the distribution list, forwarded copy of contract, a copy of certificate of balance, and copy of the statement of account and request to be included as distribution list for payment                                                                

·        Excalibur system experience

Extra activities in the department:

• assisting in campaign set up for staff
• prioritizing campaigns to be worked for the day
• identifying dialer(communix) problems and reporting same to communix owners
• identifying OCS, Hogan problems and reporting same to system owners
• training staff on new roll outs done via collections
• assists staff in strategizing campaigns
• assists in creating dialer campaigns
• managing time on dialer averaging talk time and time spent on dialer
• ensuring highest level of right party contacts are made, ensuring quality work done on notes on ocs, zce.
• assists in mapping processes for the department, from administration, inbound, outbound call center, legal, deceased, insolvency, unemployed and debt counseling.
• assist in getting account profiles from non-payers to payers
• tracing clients via ITC tools
• converting cash payers to debit orders and getting same converted to Naedo debit order payers,
• strategizing on main payment dates of clients from the 15th to the last day of the month.
• Provided CollectIT training, new collection system
• Product consultant for CollectIT, getting new screens built on CollectIT for easier maneuvering, instead of different screen on OCS
• Assisted in structuring of Compromised Settlements
• New staff intake training, Hogan, ZCE, ILP, product training—
• Identifying and training on different sale methods, SIE, Private Sales, Quicksell Properties.
• Assisted in identifying problems from the EDC side re product knowledge and system knowledge.
• In the absence of new management, complied daily, monthly reports for staff, management and HOD
• Assisted with complaints resolutions
• Compiled monthly targets per staff member and outbound team
• Ensuring staff is compliant to FNB Home Finance Compliance requirements and departments requirements
• Monitoring staff performance when on mobility
• Improve staff morale
• Assists with EDC strategies, complaints, and invoicing

Projects: 2013 to 2020

1.      Collect IT Project—new collections system for collections dept.

Providing details of screen required to be developed, systems to be developed for Collect IT to read from Hogan to Collect IT

2.      Prescription Project: Capturing Legal details on the LSJ screen to prevent account falling into prescription.

3.      Compromised Settlements: Capturing of special arrangement arrangements concluded over a certain period on a specified discount offered. Ensuring capturing of correct details in order for letters to be sent to clients re compromised settlement.

4.      End of contract Extension: Capturing of Residual Accounts that has reached maturity date, and client is still liable for payments, capturing and extending the contracts.

5.      Appointed as a stand in Manager –September 2019 to December 2020.

FNB Credit Card

Outbound Call Centre Agent

Duration: July 2012 to February 2012

·        Assist clients in opening new credit card

·        Tracing lost applications

·        Increased limits

·        Ensure cards get delivered at correct address provided

·        Updated correct details

·        Scored clients for limit increases

·        Explained reasons for declined Applications

·        quotation discussions

·        assisted with premium and gold credit card holders

 MultiChoice

Call Centre Agent

Duration: March 2010 to April 2011

• Assisted with technical queries
• opened new accounts
• activated closed accounts,
• disconnected nonpaying clients,
• reconciled statements for clients
• resetting smart cards
• billing queries
• data capturing
• cross selling products,
•  liaise with stakeholders

Wesbank

Specialised Outbound Call Centre Agent

Duration: August 2006 to January 2009

• Outbound call center
• collect on a arrear accounts
• Loading of ptp’s (promise to pay)
• Capturing new contact details, and reasons for non payment
• Updated relevant next of keen contact details
• Loaded debit orders
• account, arrangements on overdue accounts,
• collect balance on expired contracts,
• lodge claims against insolvent, deceased estates,
• negotiated settlements with executors, spouses, trustees, and family members,
• follow up on payments form insurance companies,
• deregister stolen and accidental vehicles where there was no insurance on the assets, substitution of goods on request,
• project accounts where the bank sees loss, classifying accounts and write off to bad debts, stats on monthly collections,
• identify fraud accounts,
•  train new staff,
• assisted with customer
• complaints, tracing of missing payments, absconded clients, and vehicles.

·        Capturing monthly stats of the department and referred to management for perusal and authorisation

·        Captured monthly cash collection and referred to management

·        Training of new staff members

·        Was appointed 2nd in charge when manager was promoted to a different department for 7 months

 Nedbank Homeloans 

Legal Officer

Duration: August 2005 to March 2006

• Handling inbound and outbound calls
• Negotiated arrangements
• Settlements and Quotations
• Attachment of property on nonpaying accounts
• tracing and re-allocating missing payments.
• assisted with administration duties
• Assisted collection department with ftd(first time defaulters)
• Capturing and loading new debit orders
• Loading of Ptp’s (promise to pay)

 Nedbank Vehicle and Asset Finance

Call Centre Agent Settlements

Duration: March 2005 to August 2005

• Quoting Settlements
• Updating data daily
• Processing monthly stats

Stannic Vehicle and Asset Finance

Legal Recovery Agent

Duration: December 1999 to March 2005

collect on arrears account,

•            arrangements on overdue accounts,

•            collect balance on expired contracts,

•            Loaded Ptp’s (promise to pay)

•            Loaded debit orders

•            lodge claims against insolvent, deceased estates,

•            negotiated settlements with executors, spouses, trustees, and family members,

•            follow up on payments form insurance companies,

•            deregister stolen and accidental vehicles where there was no insurance on the assets, substitution of goods on request,

•            project accounts where the bank sees loss,

•            classifying accounts and write off to bad debts,

•            stats on monthly collections, identify fraud accounts,

•            train new staff, assisted with customer complaints,

•            tracing of missing payments, absconded clients, and vehicles•             Outbound call center

•            collect on arrears account,

•            arrangements on overdue accounts,

•            collect balance on expired contracts,

•            Loaded Ptp’s (promise to pay)

•            Loaded debit orders

•            lodge claims against insolvent, deceased estates,

•            negotiated settlements with executors, spouses, trustees, and family members,

•            follow up on payments form insurance companies,

•            deregister stolen and accidental vehicles where there was no insurance on the assets,          substitution of goods on request,

•            project accounts where the bank sees loss,

•            classifying accounts and write off to bad debts,

•            stats on monthly collections, identify fraud accounts,

•            train new staff, assisted with customer complaints,

•            tracing of missing payments, absconded clients, and vehicles

Tertiary Education

Institute:                                                                  Academy Of Learning

Year:                                                                                1994

Subjects:                                                                 Accountancy

                                                                                Trial Balance

Institute:                                                                South African School of Paralegal Studies

Year:                                                              2001

Subjects:                                                                           Debt Collections,                                                                                                    Wills & Estates, Civil 

                                                                              Litigation, Business Law,

Institute:

Bank Seta

NQF Level 5                                                                      2014/2015 - Completed and competent

Institute                                                                 Bank Seta

Subjects.                                                               Core Banking and Financial Services                                                

Institute:

FNB Homeloans 

Excel Course                                                                     2016 - Excell basic

                                                                                         Excel Intermediate

                                                                                         Excel Advance

Computer Literacy                                                         MS Word 2003/10

                                                                              MS Excel 2003/10

                                                                              Microsoft Office Outlook

Institute: Occupationally directed Education Training and Development Practices              

Year:                                                                      2018-2019 -Current                                               

Subjects:                                                               National Certificate NQF 5

                                                                             Need Analysis & Skills Planning

                                                                              Learning Programme Design &  

                                                                             Material Development, Facilitation

                                                                             Coaching, Mentoring, Assessment

                                                                             Moderation and Evaluation

Secondary Education

Institution                                                                St Martins School

Highest Grade Achieved                                        Grade 12                                           Year :1992

Subjects                                                                                                    English

                                                                                                             Afrikaans

                                                                                                             Accountancy

                                                                                                             Economics

                                                                                                             Biology