DAVID MANU
Sunyani
Summary
Proven track record in enhancing recovery rates and customer satisfaction at Nsoatreman Rural Bank Plc, leveraging expert debt negotiation and exceptional interpersonal skills. Achieved significant delinquency reductions and fostered trust with clients, ensuring compliance and financial stability. Excelled in creating mutually beneficial solutions, demonstrating a unique blend of financial counseling and relationship-building prowess.
Overview
14
14
years of professional experience
Work History
Recovery Officer
Nsoatreman Rural Bank
Ghana - Nsoatre (H/O)
05.2021 - Current
- Reduced account delinquency rates by promptly addressing early-stage delinquencies through proactive outreach efforts.
- Assessed debtors'' financial situations and crafted customized payment plans, enhancing the likelihood of successful repayments.
- Recovered delinquent accounts by implementing effective communication strategies and negotiation techniques.
- Exceeded monthly targets consistently throughout the tenure due to consistent follow-up activities combined with effective negotiation skills.
- Collaborated with legal teams to initiate legal actions against non-compliant debtors, resulting in successful recoveries.
- Multitasked effectively between numerous cases simultaneously as well as maintained high levels of organization throughout my workday.
- Improved company''s recovery rate by efficiently managing a portfolio of overdue loans and credit card accounts.
- Implemented innovative recovery strategies that increased the success rate of collections while maintaining a positive customer experience.
- Maintained detailed records of all collection activities, ensuring accurate reporting and proper case documentation.
- Conducted thorough research on debtor profiles to develop tailored approaches for debt recovery campaigns.
- Negotiated settlements with debtors that resulted in mutually beneficial arrangements while protecting company interests.
- Developed strong relationships with clients, fostering trust and promoting positive outcomes during the recovery process.
- Contributed to risk management initiatives by identifying potential issues within loan portfolios and recommending appropriate action plans.
- Maintained accurate records of customer accounts, payments and payment plans.
- Worked with customer to create debt repayment plan based on current financial condition.
- Established relationships with customers to encourage payment of delinquent accounts.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Processed debtor payments and updated accounts to reflect new balance.
- Investigated customer credit references and approved credit lines.
Back Office Manager (bank)
Nsoatreman Rural Bank Plc
Techiman- Ghana
03.2018 - 04.2021
- Promoted a positive work environment through active engagement with employees, fostering a culture of open communication and mutual respect.
- Spearheaded initiatives to improve customer satisfaction rates by closely monitoring performance metrics and identifying areas for improvement.
- Evaluated the performance of back office staff members through regular feedback sessions and annual reviews, identifying areas for growth and development opportunities.
- Maintained high levels of data security with the implementation of strict access controls, encryption protocols, and ongoing employee training on cybersecurity best practices.
- Assessed risk factors within the organization''s operations framework, developing mitigation plans to minimize potential losses or disruptions in service delivery.
Operator
Nsoatreman Rural Bank Plc
Chiraa - Sunyani (Remote)
02.2017 - 01.2018
- Oversaw branch operations and workflow for consistency.
- Developed and implemented strategies for top-tier customer service.
- Conducted cash and key audits for controls and compliance.
- Reduced operational costs through effective cost management strategies.
- Developed strong relationships with clients, fostering trust and loyalty to the bank.
- Played a key role in the successful integration of new systems or software applications designed to improve overall operational effectiveness.
- Continuously evaluated the effectiveness of implemented processes, making adjustments as necessary to further enhance operational efficiency and customer satisfaction.
Coordinator (Susu)
Nsoatreman Rural Bank Plc
Sunyani
11.2012 - 12.2016
- Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
- Gathered and organized materials to support operations.
- Enhanced customer satisfaction by responding promptly to inquiries and addressing concerns professionally.
- Tracked records, filed documents and maintained communication between clients to manage office activities.
- Coached employees through day-to-day work and complex problems.
- Coordinated cross-functional teams, resulting in seamless project execution and enhanced outcomes.
- Developed comprehensive reports for senior management, enabling informed decision-making based on data-driven insights.
- Kept high average of performance evaluations.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- keying in susu wast sheet or susu date.
Front Desk Agent
Nsoatreman Rural Bank Plc
Nsoatre - Ghana (Remote)
09.2010 - 08.2012
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Answered customer telephone calls promptly and appropriately handled needs.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Used internal software to process reservations, check-ins and check-outs.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Trained new staff members in customer service techniques and hotel operations.
- Developed and maintained positive relationships with guests for satisfaction.
- Kept accounts in balance and ran daily reports to verify totals.
Education
Higher National Diploma In Computerized - Accounting, Ghana
Sunyani Technical Univeersity
Sunyani-Ghana09.2022
Diploma In Business Studies (Accounting) - Business Studies (Accounting)
Sunyani Polytechnic
Sunyani-Ghana10.2009
Diploma Computer - Computer Software
Juvans Computer Training Center
Sunyani, Ghana08.2007
Skills
- Credit analysis
- Debt Negotiation
- Financial Counseling
- Bankruptcy knowledge
- Legal Compliance
- Repair skills
- Settlement Negotiation
- Investigation techniques
Timeline
Recovery Officer
Nsoatreman Rural Bank
05.2021 - Current
Back Office Manager (bank)
Nsoatreman Rural Bank Plc
03.2018 - 04.2021
Operator
Nsoatreman Rural Bank Plc
02.2017 - 01.2018
Coordinator (Susu)
Nsoatreman Rural Bank Plc
11.2012 - 12.2016
Front Desk Agent
Nsoatreman Rural Bank Plc
09.2010 - 08.2012
Higher National Diploma In Computerized - Accounting, Ghana
Sunyani Technical Univeersity
Diploma In Business Studies (Accounting) - Business Studies (Accounting)
Sunyani Polytechnic
Diploma Computer - Computer Software
Juvans Computer Training Center