Reading Time: 3 minutes

Debtfree Magazine got to interview Debt Counsellor Sumari Fourie and find out more about why she became a Debt Counsellor and how she is trying to help consumers.

What did you do before becoming a DC?

I worked in FNB for 19 years. 

The last 5 years I was working in the Debt Review Centre. During the final two years I was an Operations Manager dealing with restructuring of accounts under debt review.

Why did you become a DC?

Working in the bank, I was able to see both sides of debt review – from the Bank’s perspective, as well as the need for assistance from the consumer’s side.

In 2018, I decided that I want to do more for consumers. I really wanted to assist consumers in need and so became a registered Debt Counsellor to help through this wonderful debt review process.

What's the best part of being a DC?

The best part is being able to help someone that is at their wits end and who thinks they have no options. They do!

I love being able to assist financially distressed people to breathe again. It is one of the best feelings to see a consumer who initially thought there was no way out, getting a clearance certificate and being able to start afresh after debt review.

What's the hardest part of being a DC?

The negative connotation of debt counselling due to bad practises of some in the past.

Things like Debt Counsellors who were not there for their clients in a time of need. A lot of negative things happened in the past that have unfortunately now created the impression that Debt Counselling is a “bad” thing. Sadly, a lot of people do not trust the process.

What mistakes do you see consumers making?

Some consumers delay applying for the process until it is too late and this can make it hard for them to keep their property or vehicle.

For those in debt review, I think it is not communicating with their Debt Counsellors quickly when they encounter difficulties.

Also, clients not making payment or short paying. That’s just tragic.

What helps people finish their debt review successfully?

I would say if a client really commits to the process.

It’s also important to understand the agreement. Once you enter debt review, adhere strictly to the repayment plan negotiated by your Debt Counsellor. Ensure that your monthly payments are made on time. Missing payments will lead to new legal action from creditors and potential asset repossession. That can ruin all your progress.

It’s absolutely vital to stay in touch with your Debt Counsellor. Regularly update us about any changes in your financial situation. We can provide guidance or try adjust your plan if necessary if you give us time.

How are you trying to improve your service to clients?

I think kindness is the most underrated but important skill in business. It’s important to actively listen to our clients’ needs and preferences, seek their feedback, and implement strategies to enhance their experience. 

I find it is vital to be open to feedback and suggestions from clients, both positive and negative. I am trying to identify and eliminate any unnecessary steps or bottlenecks in our service delivery process and remove them. 

This includes providing prompt and clear communication, resolving issues efficiently, and exceeding expectations whenever possible.  DCs really need to go beyond generic solutions and we have to adapt our service to meet individual client needs. 

We pride ourselves on clear, concise, and timely communication with clients and I like to go the extra mile to delight clients and create a positive personalised experience.