Open to opportunities

Margaret Nganga

@margaretnganga

Message

Detail-oriented Collections & Debt Recovery Specialist with strong communication skills.

United Kingdom

Message

What I'm looking for

I am looking for a role that values empathy and offers opportunities for professional growth in debt recovery and compliance.

I am a Collections & Debt Recovery Specialist with over 2 years of experience managing high-volume commercial debt portfolios. My expertise lies in negotiating sustainable repayment solutions while maintaining strong customer relationships and adhering to regulatory guidelines. I have been recognized for my accuracy in case handling and my customer-first approach in fast-paced environments.

In my current role as a Member Adviser at the Medical Protection Society, I take ownership of member queries, ensuring efficient service and resolution. I have successfully identified areas for process improvements and have been nominated as a Risk Advocate for my contributions. Previously, as a Compliance Auditor at Lloyds Banking Group, I handled complaints regarding various bank products, achieving an 18% boost in customer satisfaction through empathetic complaint handling.

Experience

Work history, roles, and key accomplishments

Current

Member Adviser

Current

Medical Protection Society

Apr 2021 - Present (4 years 9 months)

Managed member queries from inception to resolution, ensuring efficient service and accurate database updates. Acted as a primary point of contact for complaint resolution, reporting expressions of dissatisfaction for root cause analysis and continuous improvement.

Customer Service Data Protection Database Management Process Improvement

Compliance Auditor/PPI Complaint Handler

Lloyds Banking Group

Apr 2014 - Nov 2020 (6 years 7 months)

Handled complaints across various bank products, ensuring timely resolution and adherence to treating customers fairly principles. Investigated customer disputes concerning fraud, mortgage, credit card, and loan products, providing superior client experiences and fair outcomes.

Complaint Handling Data Protection Stakeholder Management Customer Service

Senior Mortgage Collections Agent

Barclays Bank

Oct 2011 - Sep 2013 (1 year 11 months)

Managed a portfolio of over 2000 overdue commercial accounts, negotiating tailored repayment plans while ensuring business viability. Achieved a 20% reduction in aged debt over 12 months through proactive case management and maintained compliance with FCA guidelines.

Case Management Process Improvement Team Leadership

Education

Degrees, certifications, and relevant coursework

Catholic University - Nairobi

Bachelor of Science, Computer Science

Studied Computer Science at the Catholic University in Nairobi. Gained foundational knowledge in various aspects of computing.

University of East London

Master of Science, Information Security and Computer Forensics

Pursued a Master of Science in Information Security and Computer Forensics at the University of East London. Focused on advanced topics in cybersecurity and digital forensics.