Open to opportunities

Busisiwe Mpahleni

@busisiwempahleni

Experienced collections specialist delivering debt recovery, financial support, and exceptional client service across banking and call-centre environments.

South Africa

Message

What I'm looking for

I seek a senior collections role where I can apply debt recovery and negotiation expertise, manage escalations, support vulnerable customers, and contribute within a compliant, team-oriented financial services environment.

I am an experienced Customer Service and Collections Specialist with over eight years in financial support, debt recovery, and client relations. In my current role as a Senior Debt Collector / Financial Support Advisor, I manage high-risk and escalated accounts, negotiate realistic repayment plans, handle litigation and DCA cases, and maintain compliance with FCA and FICA standards.

I pride myself on professionalism, strong negotiation skills, and consistent achievement of performance targets through effective use of systems like Salesforce and Mambu. I support vulnerable customers with tailored repayment solutions, resolve complex complaints across webchat, email and calls, and maintain accurate records while mentoring and collaborating with team members.

Experience

Work history, roles, and key accomplishments

Current

Senior Debt Collector

Current

Huntswood

Dec 2022 - Present (2 years 9 months)

Provide financial advice and tailored support to clients in hardship, manage high-risk and escalated debt accounts including litigation and DCA cases, and negotiate realistic repayment plans in line with company policy.

Debt Collection Negotiation Customer Service Litigation Salesforce Mambu Compliance

Debt Collections Agent

Amplify5

Aug 2021 - Aug 2022 (1 year)

Recovered overdue balances for gas, electricity, and water service accounts, created and maintained payment plans, and managed and resolved customer complaints across channels.

Debt Collection Account Recovery Customer Service Litigation Documentation

Customer Service Advisor

Teleperformance

Sep 2018 - Jul 2022 (3 years 10 months)

Delivered live webchat support for Monzo customers, resolving account access and transaction issues while maintaining regulatory compliance and improving customer experience.

Customer Service Live Chat Support Digital Banking Compliance Troubleshooting CRM

Debt Collections Agent

Tenacity Financial Services

Jan 2015 - Sep 2017 (2 years 8 months)

Performed outbound collections, negotiated sustainable payment arrangements, reviewed customer financial data to recommend solutions, and maintained accurate documentation per credit policy.

Negotiation Documentation Customer Support