Boipelo Tlhage

Authoriser

• Authorizing and quality checking instructions in order to provide exceptional client service.
• Building relationships with consultants through coaching and sharing of knowledge.
• Ensuring that all investment processed meet requirements
• Assist administrators in any challenges they may come across in processing of investments.
• To continuously update myself with new regulations and procedures relating to life products
• Authorizing all life product including but not limited to (Retirement Annuity, Living annuity, Pension/Provident Preservation funds, Switches, Endowment, Tax free, Directive 135 transfers, Section 14 transfers, Withdrawals, Maintenance and divorce order), etc.
• Checking and authorizing Tax directive for GEPF, retirements, withdrawal, LA commutations
• Authorizing all group saving instruction.

Unit trust/ LISP administrator

• Processing all Manco and Lisp instruction including but not limited: New business transactions, e.g. opening new investment account.

Existing business transactions, e.g. where a client adds or withdraws money or makes changes to their investment, switches, all amendments on Endowment products, Unit trust lisp instructions, unit trust Manco instructions and Tax free savings accounts

• Knowledge of various legislative requirements relating to investment products
• Supporting members of your team and team leader, e.g. assisting with technical queries, workflow and processes.
• Providing clients and advisers with superior level of client service through email communications, e.g. responding on time and diligently to all requests from clients, advisers and internal business teams.

Work coordinator

• To accurately and efficiently distribute all incoming instructions received through:
• Incoming faxes and emails via Siebel and Appian (internal system)
• Original instructions received from walk-in clients
• Original instructions received from walk-in clients
• Original instructions received via post
• To manage and monitor daily work queues and workflow through distribution of incoming work by performing daily service request reconciliations to ensure all work items have been processed
• Implement controls to mitigate processing risk, particularly associated with work distribution, cut-offs and turnaround times
• To recommend efficiencies to existing processes and provide input to new processes by identifying trends and irregularities in workflow process
• Ensure timeous processing of daily workflow so as to meet / exceed client expectations and Service Level Agreements (SLA)
• Support Allan Gray stakeholders with ad-hoc duties as required
• Management of returned mail.

• Authorizing and quality checking instructions in order to provide exceptional client service.
• Building relationships with consultants through coaching and sharing of knowledge.
• Ensuring that all investment processed meet requirements.
• Assist administrators in any challenges they may come across in processing of investments.
• To continuously update myself with new regulations and procedures relating to life products
• Authorizing all life product including but not limited to (Retirement Annuity, Living annuity, Pension/Provident Preservation funds, Switches, Endowment, Tax free, Directive 135 transfers, Section 14 transfers, Withdrawals, Death claims, Maintenance and divorce order), etc.
• Checking and authorizing Tax directive for GEPF, retirements, withdrawal, LA commutations
• Assisting training and development with new starter and providing feedback to the trainer on their development.
• Honored with numerous awards, including top performer and for authing most transactions during RA season.

• Processing of all daily client transactions/instructions received via workflow.
• Transaction relating to switches, new investment account, all amendment on client accounts, section 14 transfer, unit transfer, voluntary and compulsory transfer, Living annuities, Directive 135 transfer , etc.
• Ensuring that all FICA requirements are complied with (where relevant).
• Confirming receipt of instructions with clients.
• Ensuring all incoming work is captured within required turnaround times and before relevant cut-offs.
• Correction of all errors in accurate and timeous manner.
• Attending to queries from clients timely and diligently.
• To manage pending cases as well as client follow ups.
• To ensure timeous processing of daily workflow so as to meet/exceed client expectations and SLA's.
• Providing clients with superior levels of service.
• Ad hoc duties may be required from time to time.
• Processing of all transfer instructions end to end.
• Investigate and resolve queries relating to unit transfer mismatch.
• Assisting Investments admin with queries.

• Auditing of claims submitted by universities relating to historic debt from 2013 to 2015 financial year.
• Ensure that claims comply with NSFAS historic debt rules.
• Ensure that Claims have minimum required documentation as per defined process.
• Reconcile student fees statement and Loan agreement.
• Ensuring accuracy of trial balance on student loan account.
• Reconciliation and reporting on claims verified for management.
• Approve or reject claims based on NSFAS historic debt rules.
• Provide information to management regarding status of claims capturing.
• Monitor any suspected irregularities and or suspected fraud and alert management.
• Quality assurance to verify if claims were approved or rejected in accordance with the rules.
• Drafting payment letters for payment to be made to various institutions.

• Improved customer satisfaction by promptly addressing and resolving inquiries and concerns.
• Handles query from student with regards to their student loans.
• Collection of outstanding debt owed to NSFAS.
• Updated account information to maintain customer records.
• Trained new personnel regarding company operations, policies and services.
• Educated customers about billing, payment processing and support policies and procedures.
• Assist with walk in student or debtor with regards to student loan.
• Switch board duties in absence of receptionist.

• Exceeded monthly targets consistently as result of strong negotiation skills combined with effective account management strategies.
• Developed expertise in multiple collections software systems for seamless transition between different clients'' needs.
• Participated in ongoing training programs to stay current on industry trends, best practices, and regulatory changes.
• Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
• Counseled debtors on payment options and arranged installment agreements.
• Maintained high volume of calls and met demands of busy and productive group.
• utilized my linguistics skills to achieved performance goals on consistent basis.
• Used probing techniques to determine debtors' reasons for delinquency.
• Worked with customer to create debt repayment plan based on current financial condition.
• Established relationships with customers to encourage payment of delinquent accounts.

• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Updated account information to maintain customer records.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Contributed to sales growth by upselling products and services based on individual customer requirements.
• Answered constant flow of customer calls with minimal wait times.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Responded to customer requests for products, services, and company information.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Worked in both collections department as well as customer service department.
• Rehabilitate customer’s accounts.