Petronella Hendrika du Toit
Pongola Street 158-1, Middelburg
Summary
I am trustworthy with years of practical experience and dedicated work ethic. Self-motivated, confident to consistently provide first-class results in line with stringent targets and deadlines. Motivated, energetic self-starter and team builder. Detail-orientated adept at making critical decisions, managing deadlines and conducting team reviews. With expertise in analysis and quantitative problem-solving skills, dedicated to company growth, profit and improvements.
I also effectively manage assignments and team members. Dedicated to self-development to provide expectation-exceeding service.
Overview
24
24
years of professional experience
Work History
Relationship Manager
Santam Ltd
03.2016 - Current
- Grow own portfolio through identify new potential intermediaries, blocks of business/book take overs
- Business underwriting analysis and evaluation, risk management to ensure profitability
- Contribution to and participation in preparation of portfolio/branch budgets
- People Management - manage the Service Consultant
- Business management expenses, monitor on branch level
- Build relationships with stakeholders
- Facilitating resolution of queries and issues with claims
- Contract and monitor service levels with support units
- Monitor conversion rate
- Identified opportunities for growth, expansion and sales by conducting market research.
- Maximised sales opportunities by determining and standardizing best practices.
- Built strong and positive relationships with Intermediaries by staying polite and helpful throughout interactions.
- Addressed and resolved customer complaints in efficient, effective and timely manner.
- Scheduled, arranged and attended meetings with customers to maintain trusting and long-lasting relationships.
- Maintained client correspondence, preferences and sales on CRM systems for sales and marketing purposes.
- Boosted client satisfaction by monitoring and continuously improving service delivery.
- Represented organisation at industry events and conferences to boost brand awareness and strengthen networks.
- Exceeded revenue goals through upselling and offering reliable and responsive service.
- Handled high-profile clients and territories with exceptional planning and strategic engagement.
Service Consultant
Santam
08.2001 - 02.2016
- Contributed to business growth by confirming that customers were satisfied with service and quality.
- Welcomed people as they entered the facility and ascertained their needs by asking open-ended questions.
- Build relationships with intermediaries, contact centres, claims and all other relevant stakeholders
- General running of office and administration (telephone, fax banking of funds, petty cash, reporting and arranging repair of office equipment, buying stationary, buying groceries
- Arrange forums and info sessions
- Attend to walk in clients
- Knowledge of CRM, creating contacts, completion of appointments, logging & handling complaints
- Assistant to Regional Manager – general PA duties, making appointments, travel and accommodation arrangements, handling manager’s e-mails, updating diary
- Assistant to Relationship Manager – preparing statistical results, preparation for meetings with brokers, handling manager’s e-mails, focus on quality, cross selling, surveys on risks, preparing policy records in regard of discount requests, strategic focus on new processes, preparing renewals, quotes, authorize amendments, general underwriting advice on commercial and personal lines
- Broker Services - assist with claims queries, renewals, underwriting, amendments, quotes, general insurance related queries, confirmation of cover, debit order queries, administration, border letters, account statements, increases, following up on payments on claims, etc
Claims Consultant
Santam
09.2000 - 07.2001
- Negotiated settlements, working with solicitors and claims professionals to reach beneficial agreements and facilitate compensation.
- Examined claim evidence against company guidelines and procedures to determine suitable outcomes for submitted claims, informing approval or rejection decisions.
- Generated reports detailing investigations, findings and associated authorisations, creating audit trails for clients and regulators.
- Assessed incoming claims for validity against policy's conditions and communicated reasons for partial or no payments to clients, enabling fair settlement of valid claims.
- Communicated with broking department to decide outcomes of claims and appropriate compensation, providing claim information and reports for reference.
- Assisted colleagues in investigating and troubleshooting problem claims, using expert knowledge to find and fix problems.
- Scheduled appointments with appraisers and examiners to value submitted claims and calculate appropriate compensations to policyholders.
- Collected evidence through investigations, verified documentation from claim submissions and opened new cases in company systems to initiate claim processing activities.
- Formulated and implemented policies governing claim resolution to streamline redress submissions, processing and settlement.
- Gathered information from clients, insurers and partners to assist with valuation and cost calculations for accurate settlement payments.
- Retrieved claim records to verify policyholder information and coverage before processing claims.
- Sought missing information and clarifications from clients to facilitate claim progression and settlement, recording provided data for future reference.
- Facilitated recovery of monies paid out fraudulently by seeking advice and assistance from solicitors on redress mechanisms.
- Followed internal claims processing procedures to prevent fraudulent payments, guaranteeing high-quality assurance standards.
Education
FAIS CREDITS
RIA - Risk Management
Santam
2022
HCII (Higher Certificate of Insurance) - Insurance Practice
UNISA
2014
RE1 - Insurance
Moonstone
2011
COP / ICIBS - Insurance Practice
IISA
2005
Diploma of Higher Education -
Normaal Kollege Pretoria
1998
Grade 12 - High School
Ben Viljoen Hoërskool
1993
Skills
- Extensive commercial & personal Insurance product knowledge
- Relationship building and management, good communication skills
- Sales and marketing strategy
- Underwriting and risk management
- Focused discipline
- Problem-solving
- Customer service
Additional Information
- SA ID nr: 7506210124086
- Marital Status: Married
- Drivers License: Code 8
Languages
English
Upper Intermediate
B2
Afrikaans
Bilingual or Proficient (C2)
References
Valene Jansen
Sentravaal Brokers
Work relationship 2001 - 2013 (Santam)
082 895 6703
Jan Oeschger
Regional Manager - Santam
Line Manager 2020 - current
082 777 2698
Timeline
Relationship Manager
Santam Ltd
03.2016 - Current
Service Consultant
Santam
08.2001 - 02.2016
Claims Consultant
Santam
09.2000 - 07.2001
RIA - Risk Management
Santam
HCII (Higher Certificate of Insurance) - Insurance Practice
UNISA
RE1 - Insurance
Moonstone
COP / ICIBS - Insurance Practice
IISA
Diploma of Higher Education -
Normaal Kollege Pretoria
Grade 12 - High School
Ben Viljoen Hoërskool
FAIS CREDITS
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