Philippa Templeton
Strathern,Invercargill
Summary
Team Leader with a proven track record in debt management and conflict resolution. Expert in driving process improvements and enhancing team performance. Skilled negotiator, adept at resolving complaints and fostering strong client relationships. Passionate about achieving outstanding outcomes while managing remote teams effectively.
Overview
17
17
years of professional experience
Work History
Team Leader Collections
Unity Bank
09.2020 - Current
- I lead a team of 7 Collectors and 2 Admin people situated from Invercargill to Hastings, based in an office and solely remote.
- Daily reporting required for the business based on accounts to be allocated for Collection, the actions we need to take and provide numbers as required for decision making.
- Quality check the teams work and use this as training opportunities and process improvement.
- No two days are the same and this requires being able to priortise my daily and weekly work, whilst maintaining accuracy and attention to detail.
- Required to make quick decisions and look for solutions to problems that benefit the member and business.
- Stong negotiation skills that lead to arrangements to bring an account back into a normal status or seek other options to rememdy the account based on the persons situation.
- Successfully resolve Complaints with great outcomes and in a timely manner.
- Required to update our internal processes and keep the team updated on new regulations and requirements for the business.
Collections Officer
NZCU Baywide
10.2010 - 09.2020
- Provide outstanding customer service, allowing people to feel comfortable talking about their situations, whilst obtaining a desired outcome for the company.
- Maintain a high level of confidentiality.
- Contact clients via phone/email to make arrangements for debts owed.
- Liase with a wide variety of in house teams and outside organisations.
- Prepare letters to clients and appropriate documentation for Repossessions.
- Assess loans under Hardship and process the application for re-documentation.
- Assist Team Leader with day to day activities and cover in their absence.
Customer Service Manager
Stephen Hill Motors Hastings
03.2009 - 10.2010
- Manage the day to day running of the office.
- Prepare loan documentation for the sale of the vehicles.
- Meet with clients to sign them up for the vehicle and disclose the loan.
- Load new stock into the system and maintain the websites accordingly.
- Negotiate the collection of outstanding accounts.
- Liaise with and maintain good relationships with clients and other business departments.
- Answer incoming calls and respond to email inquires.
Nanny
PORSE In-Home Childcare
04.2008 - 03.2009
- Home Management.
- Care of 6 week old twins and 3 year old child for one family.
- Care for 15 month child for another family.
Education
Certificate - Travel and Tourism
EIT - Te Pūkenga
Skills
- Debt management
- Conflict resolution
- Team leadership
- Team building
- Problem solving
- Excellent communicator
- Negotiator
- Microsoft applications
- Time management
- Workflow management
- Customer service
- Performance management
- Process improvement
- Complaint resolution
- Quick learner
- Decision making
- Remote team management
References
References available upon request.
Timeline
Team Leader Collections
Unity Bank
09.2020 - Current
Collections Officer
NZCU Baywide
10.2010 - 09.2020
Customer Service Manager
Stephen Hill Motors Hastings
03.2009 - 10.2010
Nanny
PORSE In-Home Childcare
04.2008 - 03.2009
Certificate - Travel and Tourism
EIT - Te Pūkenga