Judge Mwadinomo Nakwatumba

• Assisted clients in achieving their financial goals through comprehensive analysis of their assets, liabilities, and risk tolerance.
• Advised small business owners on cash flow management techniques, optimizing working capital availability for sustained growth.
• Conducted regular portfolio reviews to ensure alignment with clients'' evolving financial objectives and market conditions.
• Implemented effective risk management strategies to protect clients'' wealth from potential market downturns.

- To provide a comprehensive outsourced and legal collection service by ensuring that collections are maximized and losses minimized on accounts in stage 3, including estate late accounts, this through employing appropriate collection tactics; in executing the agreed collection operation strategies, as well as instituting and monitoring legal and/or claim procedures whilst ensuring that all legal requirements are complied with.

- Achieve present and future departmental objectives by maximizing the regularization of accounts in the Non-Performing Loans (NPL’s) stage whilst effectively executing the hand-over, claims and write-off process and in facilitating the rehabilitation from a non-performing category to that of performing.

- Assist with effectively managing the portfolio of legal accounts and estate late accounts through accurate and timeous documenting, processing and submission and ensuring to initiate and support a smooth hand-over and claims process to external stakeholders and with subsequent progress monitoring and follow-up attended to.

- Actively engages with vendors such as Attorneys, Repossession Agencies, Debt Collections Agencies, Insurance Companies, Liquidators, Executors and Trustees, Auctioneers, Valuators, Deputy sheriffs & Customers, via the Vendor Management Programme (VMP) to ensure adherence to the terms and conditions set out in the Service Level Agreements (SLA’s).

- Embed a culture of continuous improvement amongst colleagues within Specialized Recoveries in order to optimize processing efficiencies.

- Contribute to the management of costs relating to legal instructions and bond cancellation instructions through ensuring that we remain within set parameters and in executing necessary handovers in accordance with strategy.

- Establish and maintain a wide network with key stakeholders through-out the Bank and relevant Industry, specifically other Banks, as well as Estate Agents, Attorneys, Executors and Insurance Companies.

• Demonstrated respect, friendliness and willingness to help wherever needed.
• Used coordination and planning skills to achieve results according to schedule.
• Participated in team-building activities to enhance working relationships.
• Compile and interpret statistical data
• Order ATM, Master cards and Personal Identification Numbers (PIN) for walk-in customers according to laid down procedures.
• Responsible for capturing stop payments and stop order instructions for all customers across.
• Responsible for re-active selling, identifying cross selling and migration opportunities and ensure targets are met.
• Manages the risks associated with specimen signatures by adhering to risk and compliance requirements.
• Accurately and efficiently processes customer mandates / documentation requirements for banking facilities.
• Amends and closes accounts according to laid down procedures.
• Complies with all applicable legislative requirements such as Financial Intelligence Act, etc.
• Ensures that customers are fully informed of their rights and obligations to the bank in accordance with the Code of Banking Practice.
• Engages with walk-in customers in order to understand what matters to the customer (i.e. determine the what, why, when, where and how) and deliver against those demands.
• Identifies authenticity of the customer (where required) in order to prevent disclosure of information to unauthorised persons (e.g., knows how to identify the customer).
• Takes ownership of every demand and provides the customer with an immediate response (depending on the nature of the demand) or facilitates the completion of the customer demand.
• Understands the risks associated with the customer demand and follows effective controls to minimize risk.
• Deals with customer enquiries, ranging from product questions to customer account activities (e.g., opening of personal accounts, statements, debit order information, etc.)
• Answering their questions, and matching them to financial services they may find helpful.
• Check CCTV when clients have disputes.
• Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
• Actively listened to customers' requests, confirming full understanding before addressing concerns.
• Delivered services to customer locations within specific timeframes.
• Devoted special emphasis to punctuality and worked to maintain outstanding attendance record.
• Resolved conflicts and negotiated mutually beneficial agreements between the bank and clients.
• Drove operational improvements which resulted in savings and improved profit margins.

• Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
• Processed customer transactions promptly, minimizing wait times.
• Educated customers on use of banking website and mobile apps.
• Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
• Learned about customer's financial needs, established trust and optimized sales opportunities resulting in quality customer service.
• Identified sales opportunities and referred customers to branch partners in financial services.
• Recognized needs and referred to appropriate representative or line of business for cross-sell or service opportunities.
• Answered telephone inquiries on checking and savings accounts, loans and lines of credit.
• Maintained friendly and professional customer interactions.
• Handled various accounting transactions.
• Executed wire transfers, stop payments and account transfers.
• Established rapport with new clients to increase satisfaction and loyalty.
• Calculated fees due, interest and change for customer transactions.
• Received loan and utility payments, sending funds to correct destinations.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Maintains customer confidence and protects bank operations by keeping information confidential.
• Contributes to team effort by accomplishing related results as needed.
• Reconciles cash drawer by proving cash transactions, counting and packaging currency and coins.

• Recommended products to customers, thoroughly explaining details.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Investigated and resolved customer inquiries and complaints quickly.
• Maintained up-to-date knowledge of product and service changes.
• Educated customers about billing, payment processing and support policies and procedures.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Delivered prompt service to prioritize customer needs.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Met customer call guidelines for service levels, handle time and productivity.
• Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
• Responded proactively and positively to rapid change.
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
• Communicated professionally with colleagues, freelancers and clients.
• Trained new personnel regarding company operations, policies and services.
• Cross-trained and provided backup support for organizational leadership.