Mumbi Mulaga
Collections Consultant at Lupiya Financial Services
Business Administration and E-commerce at University of zambia
Zambia
Hi, I'm Mumbi Mulaga!
Collections Consultant at Lupiya Financial Services
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Lupiya Financial Services
Collections Consultant
October 2023 - Present
Refunds management. Compile and prepare all refunds. Review final monthly refund schedule and reconcile payments. Handling of queries relating to refunds. Fully responsible for all collections efforts regarding clients in my portfolio; daily monitor clients’ repayment, act immediately on loans in arrears according to lending policy, present all delinquent clients and recommend solutions to arrears committee, implement committee’s decisions. Accompany and support loan officers on recovery visits and actively participates in arrears committees. Develop Key Performance Indicators to track departmental performance as well as that of recovery officers. Coordinate weekly work plans and supervise the work of loan officers to ensure that they are performing to expectation. Correspond with Lupiya loan customers to negotiate and monitor payment plans. Research each account using company records and online resources that are made available. Develop collections methods that consistently lead to achieving or exceeding company financial goals. Conduct custom collections campaigns on each client that consist of emails, phone calls and standard mail correspondence. Collect outstanding balances more efficiently and recommends system and procedural changes in collections efforts. Solve problems quickly and create resolutions that bring in revenue on a regular basis. Record and revise account histories, processes payments, and reevaluates payment plans. Analyze and investigate account history to resolve questionable charges and explains balances to concerned parties. Develop debt recovery policies and procedures for use in the department. Develop appropriate and effective payment plans with defaulting clients and making sure that such clients pay according to the plan Achieving significant debt recovery as and above stated in the agreed targets. Identify root causes of defaults and make recommendations for process improvement as and when appropriate. Maintain excellent records of contacts, transactions, efforts and progress made on the recovery. Pass on difficult debtors at appropriate time to legal consultants. Assists in training new collection staff, may assist in supervising and distributing work during peak periods. Conduct pre/post disbursement field visits to ascertain existence of the clients, businesses applying for loans, verify the quality of collateral pledged. May compile and evaluate monthly statistics concerning the number of accounts in collection, the amounts collected, and the amounts that remain to be collected and coordinates and compiles monthly summaries for review by Management. Ensure to meet customer service standards, enabling Lupiya to better understand customer’s experience for improvement and innovation of products and services, or process improvements.
WidEnergy Africa
Head Credit & Customer Experience
July 2022 - September 2023
Led and supervised a team of 14 customer care and credit officers, providing mentorship, performance evaluation, and ongoing training. Managed credit processes, ensuring compliance with company policies and industry regulations. Demonstrated expertise in credit analysis, evaluating creditworthiness of applicants and making informed credit decisions. Oversaw the performance of the loan portfolio, implementing strategies to reduce non-performing loans and delinquencies. Prepared and presented regular reports on team performance, credit portfolio, and customer service metrics to senior management. Implemented process improvements and streamlined credit application, approval, and customer service processes, resulting in increased efficiency. Developed and executed collection strategies when required, resulting in significant recovery rates. Maintained a deep understanding of legal and regulatory requirements, ensuring full compliance in all operations. Fostered a culture of continuous learning and improvement, providing training and development opportunities for team members. Managed the departmental budget, effectively controlling expenses and allocating resources. Built and maintained strong relationships with clients, business partners, and regulatory authorities. Utilized technology solutions to enhance credit and customer service processes, staying current with industry software and tools. Continuously assessed and mitigated credit and operational risks within the department. Contributed to the development of organizational strategies and worked towards achieving long-term goals and objectives.
WidEnergy Africa
Repayment Manager
February 2020 - June 2022
Conduct financial analysis and providing insights into company performance. Analyze and interpret financial data to make recommendations for business improvement. Work with cross-functional teams to manage budgets and track financial performance. Conduct market research and analyzed market trends to inform business strategies. Prepare reports and presentations for senior management and external stakeholders. Assist in the development of business plans and proposals for new projects. Conduct cost-benefit analysis on various projects Conduct data analysis and provide insights into customer behavior and trends. Develop and maintain data dashboards and reports for senior management team. Conduct statistical analysis on large datasets to identify patterns and trends. Collaborate with cross-functional teams to develop data-driven solutions.
AB Bank Zambia
Internal Auditor
August 2015 - June 2017
Formulated the annual audit plan based on a formal risk assessment and regularly follow up. Conducted internal audits to assess compliance with policies, procedures, and regulations. Identified control weaknesses and made recommendations for improvement. Evaluated the effectiveness of the organization's internal control system and provide recommendations for improvement. Identified areas vulnerable to risks and fraud, and made appropriate recommendations to mitigate risks. Coordinated with external auditors to provide optimal audit coverage to the organization. Managed resources of the department to ensure efficient and cost-effective delivery of objectives. Prepared audit reports and communicated findings to management.
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