Roxanne Petersen

Lead and coordinate staff activities to ensure efficient department operations and minimize overlooked cases. Oversee debt recovery and invoice collection, implement strategies to improve collection rates, and manage staff recruitment, training, and performance evaluations.

Built the Soft Collections function from the ground up, including team structure, policies, and system processes. Recruited and trained staff, managed 7 EDCs, compiled EXCO reports, and developed strategies to increase monthly collections.

Managed EDC performance on assigned portfolios through yield monitoring, SLA reviews, and data reporting. Reviewed call quality, compiled monthly feedback reports, and recommended process improvements.

Reconciled a R5B+ portfolio across 15 EDCs, ensuring compliance with SLAs and accuracy in financial reporting. Managed book sales, document transfers, credit bureau updates, and buyer engagement.

Resolved internal and EDC queries, processed account closures, refunds, and write-offs. Delegated queries from managed inbox, ensuring timely resolution, and trained new staff.

Assessed retrenchment, disability, and deceased claims in collaboration with clients and external assessors.

Prepared legal documentation and tracked filing room processes and weekly reporting.

Completed a Diploma in Business Management in 2016.

Completed internal training on QlikView for Collections Reporting.

Participated in the Harvard Generative AI Intensive program.