Ruzanna Adnan
Summary
Dynamic credit collections professional with a proven track record at HSBC Bank and DBS Bank, excelling in customer service and negotiation. Skilled in credit assessment, I consistently achieved high recovery rates while fostering strong Customer relationships. Known for meticulous attention to detail and a commitment to enhancing customer satisfaction through effective communication and tailored solutions.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Conversational Banking Officer (Live Chat)
HSBC Bank
09.2022 - Current
- Responded to Customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams.
- Tracked and documented Customer interactions in Customer relationship management system to maintain accurate records.
- Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with Customers.
- Enhanced user experience by providing comprehensive troubleshooting guidance for various software i.e mobile and banking app.
- Improved Customer satisfaction by addressing and resolving issues swiftly and efficiently.
- Resolved complex customer issues, ensuring high satisfaction rates with personalized support solutions.
- Acted as liaison between support team and other departments to ensure unified approach to customer satisfaction.
- Played key role in achieving industry-leading Customer Service ratings by consistently delivering beyond expectations.
- Improved customer retention with empathetic and efficient handling of support cases.
Credit Collections Analyst
HSBC Bank
07.2019 - 09.2022
- Called Customers by telephone to collect past due invoices, verify accuracy of charges or to correct account errors.
- Improved Customer payment behavior with consistent follow-ups and negotiation tactics.
- Developed strong working relationships with Customers that facilitated open communication channels during sensitive financial negotiations.
- Negotiated favorable terms for repayment plans that balanced both client needs and protection of company interests.
- Achieved high recovery rates by executing well-structured collection plans tailored to individual clients'' needs.
Credit Collections Specialist
DBS Bank
04.2018 - 06.2019
- Reduced delinquency rates by implementing effective collections strategies and maintaining consistent communication with debtors.
- Created and maintained databases on activity conducted in accounts.
- Maintained strict adherence to regulatory compliance requirements as they pertained to credit collections activities, ensuring all actions taken were within legal bounds.
- Exceeded personal collection targets consistently while maintaining high levels of customer satisfaction throughout challenging negotiations.
- Documented collection procedures and policies to comply with government regulations.
- Analyzed customer financial records to determine appropriate payment plan.
- Entered client details and notes into system for interdepartmental access and review.
- Listened to customers and negotiated solutions that met debtor needs.
Credit Collections Manager
Credit Management Consultancy (Asia) Pte Ltd
04.2001 - 12.2017
- Trained and mentored new team members on best practices in credit collections management.
- Periodic planning and forecasting activities to estimate collection revenue.
- Conducted interviews for in-house and outsourced candidates for clients in the banking industry.
- Optimized workflows by identifying bottlenecks in existing processes and implementing appropriate improvements where needed.
- Enhanced revenue recovery by implementing effective credit collections strategies.
- Presented regular reports on departmental performance, providing key insights into areas requiring further attention or action(s).
- Managed a team of 10 Field Agent Specialists.
- Managing Aspect Predictive Dialer.
- Undertake quality call coaching and call-sampling for evaluation of team members.
Education
Certificate of Office Skills -
ITE College Central (Bishan)
Skills
- Credit assessment and collections
- Verbal and written communication
- Teamwork
- Customer Service-oriented
- Meticulous attention to detail
- Attention to detail
- Willing to learn
Certification
- Accounts Receivables Management Training - Managing Difficult Customers
- bizSAFE Level 2 course with CCIS Singapore PL - Risk Management
Timeline
Conversational Banking Officer (Live Chat)
HSBC Bank
09.2022 - Current
Credit Collections Analyst
HSBC Bank
07.2019 - 09.2022
Credit Collections Specialist
DBS Bank
04.2018 - 06.2019
Credit Collections Manager
Credit Management Consultancy (Asia) Pte Ltd
04.2001 - 12.2017
Certificate of Office Skills -
ITE College Central (Bishan)
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