Maala Kapawa
Livingstone
Summary
Dynamic Credit Manager with UNIQUE MONEY LENDERS, skilled in credit analysis and customer engagement. Achieved consistent monthly collection targets through effective risk mitigation strategies. Proven ability to negotiate payment plans and enhance client relationships, driving business growth while maintaining high standards of service. Proficient in application review and debt restructuring.
Overview
11
11
years of professional experience
Work History
Credit Manager
Unique Money Lenders
09.2024 - Current
- Negotiated payment plans with delinquent customers to minimize losses while maintaining positive client relationships.
- Performed semi-annual account credit limit reviews and credit increase review requests from financial service and sales teams.
- Work cross-functionally with sales, management, and other departments to maintain effective operations.
- Improved credit risk management by implementing effective underwriting policies and procedures.
- Investigated and evaluated customers for creditworthiness and potential risk factors.
- Referred delinquent accounts to collections department or outside resources.
- Developed strong relationships with clients through professional communication and timely resolution of credit issues.
- Analyzed applicants' financial status and credit and property evaluations to determine loan feasibility.
- Consistently achieved monthly collection targets by prioritizing accounts based on risk level and potential impact on cash flow.
- Managed the entire end-to-end credit approval process from application review through contract negotiation and final execution.
- Reviewed and analyzed loan procedures.
- Devised collection recovery strategies to resolve customer issues and delinquent cases.
Manager
Guestmate Inn
12.2023 - Current
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Maximized performance by monitoring daily activities and mentoring team members.
- Controlled costs to keep business operating within budget and increase profits.
- Improved marketing to attract new customers and promote business.
Senior Business Development Officer
Madison Finance Company Limited
01.2021 - 11.2023
- Working with executives to implement marketing strategies and new opportunities.
- Maintain an effective relationship with customers, analyze requirements and recommend appropriate products and initiate growth for business.
- Analyze prospective customers for loans and determine appropriate candidates.
- Assist customers with all banking services and loan products.
- Maintain positive growth in my market area.
- Respond to all issues with prompt attention
Customer Relationship Officer
Madison Finance Company Limited
02.2019 - 12.2021
- Improved customer satisfaction by addressing and resolving their concerns in a timely manner.
- Made customers aware of current and new programs and services.
- Managed high-profile accounts, ensuring consistent delivery of exceptional service for continued business growth.
- Boosted sales revenue with upselling strategies tailored to individual customers'' preferences and requirements.
- Responsible for loan analysis and establishing borrower’s worthiness with proven ability to handle confidential material and records.
- Analyze active loan files on a regular basis and recommend solutions to speed up the loan process.
- Complete loan contracts and teach clients on policies and regulations.
- Interview applicants to determine financial eligibility and establish debt payment plans.
- Submit loan applications in a timely manner.
- Prepare detailed loan proposals.
Branch Operations Officer
Madison Finance Company Limited
01.2017 - 01.2019
- Cash management, responsible to forecast cash needs for the branch, collection of cash and ensure demands of the day are met.
- Coordinate money laundering activities and report suspicious banking transactions as per Anti money laundering procedure.
- Support the process for account opening and validation in the system as effectively as possible. Making sure documents submitted by front officers are accurate and valid. Take action to follow up in case provided documents are not complete.
- Support and handle complex customer’s issues in supporting sales area while executing excellent customer service principles
- Prepare daily reports
- In charge of branch filing
- Bring deposit investments to the company.
- Enhance and establish relationships with existing and prospective clients
Teller
Madison Finance Company Limited
11.2014 - 01.2017
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
- Processed customer transactions promptly, minimizing wait times.
- Assisted customers with account inquiries, resolving issues promptly and professionally.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Improved customer satisfaction by providing efficient and accurate transaction processing.
- Maintained cash drawer accuracy by conducting regular audits and implementing effective cash handling practices.
- Educated customers on use of banking website and mobile apps.
- Monitored and reported suspicious activity in line with bank security policies.
- Maintained accurate records of customer transactions in line with bank procedures.
Education
MBA -
Copperbelt University
Kitwe01-2027
Economics And Finance
University of Lusaka
Lusaka10-2014
Skills
- Credit reports
- Research and due diligence
- Application review
- Proficient in [English]
- Customer engagement
- Application processing
- Cash flow management
- Credit analysis
- Sales expertise
- Risk mitigation
- Debt restructuring
- Loan reviews
Additional Information
References
- Madison Finance Company : Bernard Matika|Branch Manager|260971000318| benardm@mfinance.co.zm
- Madison Finance Company Limited: Fanuel Phiri | Branch Operations Manager|260977674127|fanuel@mfinance.co.zm
- Ministry Of Finance:MondeSitwala| Economist| Mondesitwala@gmail.com 260979965337
- Leading Edge Consulting Limited: Faith Lusumpa|SDR Lead|260977996717|faithlusumpa@gmail.com
Timeline
Credit Manager
Unique Money Lenders
09.2024 - Current
Manager
Guestmate Inn
12.2023 - Current
Senior Business Development Officer
Madison Finance Company Limited
01.2021 - 11.2023
Customer Relationship Officer
Madison Finance Company Limited
02.2019 - 12.2021
Branch Operations Officer
Madison Finance Company Limited
01.2017 - 01.2019
Teller
Madison Finance Company Limited
11.2014 - 01.2017
MBA -
Copperbelt University
Economics And Finance
University of Lusaka
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