Nthanzi Lungu
Lusaka,Zambia
Summary
Successful Accountant/Customer Service Officer with just under 5 years of experience addressing customer requests and concerns. Detail oriented expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Overview
13
13
years of professional experience
Work history
Project Associate
National Pension Scheme Authority
Kitwe, Copperbelt
03.2025 - Current
- Reconcile unbalanced and misposted payments/returns to accurately update employer and member contribution records.
- Engage all employers with unposted, unbalanced Returns including unpaid periods and ensure that they upload returns in order to close any gaps in members’ contributions records.
- Retrieve or reconstruct and post/upload all unposted, unbalanced and unpaid returns for accounts/periods that employers are unable to file.
- Timely escalate to a superior, unresponsive employers in respect of the request for them to upload returns and/or provide information for further action.
- Resolve stray/multiple and missing contributions service requests as well as any other internal or external queries to facilitate the updating of employer and member accounts and payment of benefits.
- Identify and receipt all unallocated EFT and RTGS transactions in order to update records.
Claims Clerk
National Pension Scheme Authority (NAPSA)
Lusaka, Lusaka
04.2023 - 03.2025
- Responded to customer needs through competent customer service and prompt problem-solving
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Followed up with customers on unresolved issues.
- Performed Various Know Your Customer (KYC) functions associated with the Roll Out of Pre-Retirement Benefit (PRB) under the KYC Unit of the Authority
- Ensured KYC information within the Authority was Accurate and updated in a timely manner
- Resolution of Shared NRCs/Duplicate Registrations, including Provisional Registrations and anomalies on the Employee Register
Debt Collection and Credit Control
Liquid Intelligent Technologies
08.2021 - 09.2022
- Reconciliation of Client Accounts
- Credit assessment
- Collection of both historical and current outstanding balances on customer accounts
- Resolution of client disputes and queries
- Maintained high volume of calls and met demands of busy and productive group
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor
Operations Officer - Debt Collection
Credit Wise Limited
02.2018 - 07.2021
- Ensured all relevant processes related to debt collection had been adhered to in the right manner
- Research and compilation of relevant information relating to our clients
- Ensured all client payments had been processed accurately and in a timely manner
- Ensured protocols were observed by officers during the debt collection process
- Processing of reports relating to relevant clients and ensured submission is made in a timely and professional manner
Accounts Clerk & Office Administrator
Roadworks Bus and Truck Limited
10.2012 - 02.2013
- Performed various accounting duties using relevant software
- Attended to the needs of the office in a reasonable amount of time
- Ensured payments and receipts were recorded accurately and timely
- Maintained correspondence between Banks and Company
- Set up and updated Excel spreadsheets to track financial data.
Education
ACCA -
F.C.L. Accountancy Centre
Diploma - Accounting and Business
KDU University College
GCE 'O' Level
Lake Road PTA School
Skills
- Transactions reconciliation
- In-Depth ifrs understanding
- Resilient under pressure
- Decision-Making proficiency
- Consistent deadline meeting
- Focused task prioritisation
References
1. Mr. Mutale Mpange
Accountant
Roadworks Bus and Truck Limited
+260 966 929 566
2. Mr. Aaron Sakala
Regional Manager - North
Credit Wise Limited
+260 979 583 840
3. Mwendamo Mazaba
Chief Financial Officer
Liquid Intelligent Technologies
mwendamo.mazaba@liquid.tech, +260 967 826 872
Timeline
Project Associate
National Pension Scheme Authority
03.2025 - Current
Claims Clerk
National Pension Scheme Authority (NAPSA)
04.2023 - 03.2025
Debt Collection and Credit Control
Liquid Intelligent Technologies
08.2021 - 09.2022
Operations Officer - Debt Collection
Credit Wise Limited
02.2018 - 07.2021
Accounts Clerk & Office Administrator
Roadworks Bus and Truck Limited
10.2012 - 02.2013
ACCA -
F.C.L. Accountancy Centre
Diploma - Accounting and Business
KDU University College
GCE 'O' Level
Lake Road PTA School
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