Marvin Rhodes

Experience

• 

  Nedbank

  Jan 2009 - Jan 2011

  Pre Legal Call Agent

  My role was to make final arrangements on irregular accounts before they move to late stage legal collections to lower the inflow into legal

• 

  Nedbank

  Jan 2012 - Jan 2014

  Credit Collections Analyst

  Responsibilities included:• Set up acceptable arrangement between client and bank within specified period. • Resolve queries relating to Ombudsman complaints, Complaint Help Desk and default de-listing from credit bureau.• Compiling of monthly stats• Created a weekly ,daily and monthly stats report per agent

• 

  Nedbank

  Jan 2015 - now

  Responsibilities included:Assessing calls for the different departments: Account Incident Management; .Student Loans; Policy Group; Credit DirectEnsure collaborations are done monthly as per agreed standards with relevant team leaders.Review current inbound and outbound CQM forms to highlight current quality issues within the calls to improve Quality and the Clients Experience for the respective departments Implementing QA initiatives Drawing up and implementing processes to ensure customer satisfaction, that is in line with SLA'sMaintain coaching forms and create call guides / scenarios to overcome and support objection handlingAlign call scripting with the various collections strategiesReceive and investigate complaints and provide timeous resolution and feedback on an on-going basisComply with SLA's and deliverables for the respective departments Show less

  • Development Manager

    Jan 2020 - now

  • MIS Analyst

    Jan 2016 - Mar 2022

  • QA Analyst

    Jan 2015 - Nov 2015