CSW Special: Interview with Credit Supervisor Stanley Mafuwve
In this special feature, we sit down with Stanley Mafuwve, a supervisor in our Credit Risk Department. He walks us through his day on the job, the challenges he faces and how he overcomes them.
From helping clients resolve credit issues to managing loan portfolios, Stanley’s dedication to providing top-notch service is at the heart of our customer-first approach.
Read from him below.
Tell us about your role in the Credit Department
My job as a Credit Supervisor involves checking how safe and reliable loans are, making sure we manage them well. A typical day for me includes reviewing loans and keeping track of the bank’s loan portfolio to ensure everything runs smoothly.
Most rewarding aspect of your work?
I find it rewarding every time I get the opportunity to improve my skills and whenever I help my team mates grow.
Handling sensitive conversations with customers about outstanding balances?
I handle tough conversations about unpaid balances by staying calm, listening carefully, speaking gently, keeping things professional, and offering solutions to help with the problem.
A time when you were able to help a customer resolve their credit issues successfully?
There was a case where a customer traveled abroad and the direct debit mandate on his account failed, even though he had enough money to cover his payment.
Because of this, he was unfairly charged for late payment.
I asked him to send me his bank statement for that period, which showed he had enough funds and the issue was due to a technical error. I used this evidence to request a waiver of the late charges, and the customer was happy with the outcome. It felt great to help resolve his issue and make him happy.
A challenging moment in your role and how you overcome it?
A challenge I faced was dealing with an irate customer. I handled it by listening carefully, showing empathy, giving him a clear time frame for resolving the issue, and making sure I delivered on time.
Balance the need to recover funds with maintaining positive relationships with customers?
We are in existence because of the customers. Customer satisfaction is also our priority. While recovering funds from customers, I try to be as professional and polite as possible. A defaulting customer today can refer a high net-worth individual for investment with us. We don’t burn bridge
Whatʼs a key skill or mindset that you believe is essential for success in credit recovery?
Emotional Intelligence
What does Customer Service Week mean to you, given that youʼre in a customer-facing role, and how do you feel about being part of it?
To me it is a week we are reminded of the reason behind our existence which is to serve our customers. I will continue to go above and beyond to serve them.
Happy Customer Service Week!
