Dino Mudalige

• Customer Communication & Support- Provided empathetic, professional communication to customers facing loan repayment challenges. Handled inbound and outbound inquiries, ensuring clear and effective first-contact resolution.
• Coordinated with clients to resolve outstanding payment issues.
• Compliance & Regulation - Operated within Collections Management, Hardship Policy, and Responsible Lending Code guidelines. Applied the Credit Contracts and Consumer Finance Act 2003 (CCCFA) to ensure regulatory compliance.
• Apply data-driven insights and conduct detailed investigations - including analysis of bank statements, third-party information, and relevant legislation - to assess risk, identify underlying issues, and develop sustainable repayment solutions.
• Applied data-driven insights to identify early repayment risks, reducing exposure and improving outcomes.
• Ensured complex compliance management within strict frameworks, minimising reputational and financial risk.
• Analyzed financial data to identify trends in customer payments.
• Developed payment plans to assist clients in managing their debts.
• Developed collection strategies to reduce delinquencies within assigned portfolio of accounts.

• Customer Service - Provide excellent customer service to clients, including addressing their inquiries, concerns, and needs in a professional and courteous manner while educating clients on financial obligations and solutions.
• Account Management: Open and close accounts, process transactions, and maintain account records. Assist clients with various banking services, such as deposits, withdrawals, and transfers.
• Product Knowledge: Stay informed about the bank's products and services to effectively inform and advise customers. This may involve staying up to date on various financial instruments, interest rates, and investment options.
• Compliance: Ensure that all banking activities adhere to relevant regulations, policies, and procedures, especially regarding Know Your Customer (KYC) and Anti-Money Laundering (AML)/Countering Financing of Terrorism (CFT) guidelines.
• Promoted digital literacy by supporting customers to adopt online and mobile banking platforms.
• Problem Resolution: Handle customer complaints or issues and work to resolve them promptly and professionally. Escalate complex issues to the appropriate department or manager when necessary.
• Referrals: Identify opportunities for referring clients to specialists within the bank for more complex financial needs, such as mortgage loans, investment accounts, or business banking services.
• Cash Handling: Handle cash and perform cash-related transactions accurately and securely while following bank policies and security protocols.
• Team Collaboration: Collaborate with colleagues to achieve team goals, share information, and contribute to a positive work environment.

Achieved promotion to permanent role within two months by consistently exceeding performance expectations.
Facilitated account openings and transactions to enhance customer onboarding.
Assisted with digital banking transitions to improve user experience and service accessibility.

• Customer Service: Provide excellent customer service by greeting customers, addressing their inquiries, scheduling appointments, and ensuring a positive experience.
• Applied data analysis to streamline operations and resource use.
• Parts Ordering & price controlling: Coordinate the procurement of necessary parts and materials for vehicle repairs, ensuring that the workshop has an adequate supply of inventory.
• Inventory Management: Manage the workshop's inventory, tracking stock levels and supplies as needed.
• Employee Supervision: Manage and supervise office staff, including receptionists and administrative assistants, ensuring that they perform their duties effectively. Monitor & approve timesheets for payroll systems.
• Training & Technology Utilization: Provide training and guidance to office staff to improve their skills and knowledge. Use relevant software and systems for managing appointments, billing, and customer information to enhance efficiency and compliance.
• Conflict Resolution: Address customer concerns or complaints, and resolve any issues that may arise during the customer service process.

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