Mataniu Papalii
Customer Service
Melbourne,VIC
Summary
Versatile collections professional focused on learning new strategies, meet targets in a timely manner, follow processes and learn scripts quickly to maximize performance. Seeking to apply 17 years' of experience in both face to face and call centre work to further my Debt Collections Career.
Overview
2
2
years of professional experience
Work History
Collections Agent
Recoveries Corp
Melbourne, Victoria
02.2022 - Current
- Negotiated payment plans with customers to ensure timely repayment of debt.
- Negotiated credit extensions and waivers when necessary.
- Worked closely with delinquent account holders to collect and reconcile accounts through approved channels.
- Advised delinquent customers on strategies for debt repayment.
- Contacted customers with delinquent accounts to solicit payment.
- Arranged debt repayment or established schedules for repayment based on customer's financial situation.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Accepted and processed customer payments and applied toward account balances.
- Spoke with customers to learn reasons for overdue payments and to review terms of credit contract.
- Answered customer questions regarding account discrepancies or problems.
- Completed skip traces on customers failing respond to collection efforts.
- Recorded and updated customer personal accounts with accurate contact information.
Education
Certificate - Tier 2 Personal Advice Deposit Products Course
Kaplan Education Pty Ltd
Sydney, NSW12-2022
Aspiring Leaders Program
Ministry of Justice
Wellington, New Zealand10-2013
Bachelor of Arts - Bachelor of Education Conjoint 4 Year Degree.
Victoria University of Welling
Wellington - New Zealand12-1998
Diploma of Teaching - Primary And Secondary School
Wellington College of Education
Wellington New Zealand12-1998
Introducation To Higher Learning - Business
Whitireia Polytechnic - Porirua
Wellington New Zealand12-1994
New Zealand School Certificate
Samoa College
Apia - Samoa12-1981
Skills
- Call center background
- Credit and collections
- Collections
- Following conversation scripts
- Outbound Calling
- Billing and collections best practices
- Repayment negotiations
- Conflict resolution techniques
- Payment Acceptance
- Relationship Building
- Payment posting
Languages
English
Professional
Samoan
Full Professional
Strengths
- Empowering others to do well.
- Applying foresight to improve my performance.
- Make quality decision based of information presented.
- Ensure customer centered outcomes are achieved through collection of fines and debts.
- Manage and prioritize my time to complete set tasks in a timely manner.
- Provide input and support to the team on as needed basis.
Timeline
Collections Agent
Recoveries Corp
02.2022 - Current
Certificate - Tier 2 Personal Advice Deposit Products Course
Kaplan Education Pty Ltd
Aspiring Leaders Program
Ministry of Justice
Bachelor of Arts - Bachelor of Education Conjoint 4 Year Degree.
Victoria University of Welling
Diploma of Teaching - Primary And Secondary School
Wellington College of Education
Introducation To Higher Learning - Business
Whitireia Polytechnic - Porirua
New Zealand School Certificate
Samoa College
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