Daleen Coetzee
Claims Team Leader
Welkom
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder.
Overview
8
8
years of professional experience
6
6
years of post-secondary education
Work History
Team Leader VG Claims
MMI
Welkom
4 2023 - Current
- Understands how business operates, what key issues and risks are that drives business success; and how they impact on commercial viability of potential ventures and profitability of the Group
- Anticipates, meets and exceeds client’s needs by creating long lasting relationships that support the client value proposition, supports their financial wellness and ensures client centricity
- Drive a sense of urgency, focus, accountability, agility and execution to deliver business results
- Actively leads change, does what is right for the business and drives continuous improvement through innovation
- Creates and maintains an open, positive working environment by generating commitment, building trust, a shared sense of purpose, empowerment in others and encouraging them to contribute to the best of their ability
- Prioritises the business interests of MMI and invests in the success of the group by aligning effort across divisions
- Persuades, convinces, influences and inspires others, both within MMI and externally to win support, loyalty and gain commitment to the purpose of MMI
- Manages self and relationships with others effectively, deals with ambiguity, uncertainty and pressure, and provides perspective in difficult situations
- Is sensitive to individual and cultural differences and demonstrates humility and an openness to engage people from diverse backgrounds and cultures to the mutual benefit of all parties concerned
- Takes responsibility for own development; and actively mentors, coaches and develops talent in others
- Builds leadership bench strength for MMI by providing opportunities and experiences to develop skills, competencies and business knowledge
- Manage internal process: Strive to finalize claims as soon as possible and with the minimum requirements
- Assess, quality control and recommend the payment of claims
- Monitor and manage the adherence to the service level agreements for customer service
- Answer all claims related queries telephonically and in writing
- Assist with identified projects.
Senior Claims Assessor
MMI
08.2021 - 03.2023
- Audit claims in line with the insurance policy definitions and exclusions
- Assess all claims information and forward all incomplete documentation to the relevant stakeholder for resolution
- Resolve escalated claim queries and ensure queries are processed in a timeously manner
- Monitor and manage the adherence to the service level agreements for authorizations
- Coach and guide claim team in claims management processes and procedures
- Ensure that the necessary risk management controls are in place
- Assess, quality control and authorize the payment of claims
- Answer all claims related queries telephonically and in writing
- Train incumbents in claims processes and procedures
- Assist with identified projects
- Liaise with various external and internal role players
- Manage day-to-day assignments by adhering to the following: Ensure the understanding of daily assigned tasks
- Ensure the understanding of the methodologies and procedures to complete the assigned tasks and achieving set targets
- Ensure the understanding of tracking of own results and giving and receiving feedback on problems experienced during the completion of the tasks
- Ensure the understanding of feedback on performance and accepting the help of others
- Ensure that problems are identified and solved as soon as possible
- Keep track of own performance in order to adhere to the standardized quality objectives.
Customer Service Consultant
MMI
12.2016 - 09.2021
- General Client Service
- Assisting walk in clients, clients over the phone, clients on e-mail with any of the enquiries they have regarding their policies
- Assisting the Marketing team with any enquiries they have regarding their client policies, missed payments and values
- Assisting the Marketing team with capturing new business and flips
- Capturing death-; early retirement- and maturity claims, loans, partial and full surrenders
- Assisting undertakers from all over S.A
- (Avbob Sinoville, Welkom, Carletonville, Virginia, Doves Welkom, Nylstroom, Botswana Funeral Services, Mosiac Funeral Services Welkom, Martins Funeral Services) with daily enquiries on values, processing death claims as I have built a relationship with them
- Assisting with the monthly Maturity Pool, Assisting Head Office with back log of claims (Paperless claim), Assisting with the Hub claims.
Education
Team Leader Accelerator - Team Leader
Metropolitan
Belville 01.2022 - 11.2022
N4 Business Management - Business
Welkom TVET College
Welkom 01.2001 - 12.2001
High School Diploma -
Goudveld Hoërskool
Welkom, South Africa 01.1996 - 05.2000
Skills
Team Supervision
Teamwork and Collaboration
Work Planning
Team motivation
Problem-Solving
Mentoring
Quality Improvement
Documentation And Reporting
People Management
Client Service
Leading Team Meetings
Performance Improvement
Complaint resolution
Work Planning and Prioritization
Goal Setting
Client Support
Staff Training
Attention to Detail
Coaching and Mentoring
Daily workflow improvement
Performance Evaluations
Overseeing Daily Activities
Complex Problem-Solving
Conflict Resolution
Giving Constructive Feedback
Team Check-Ins
Safety
Meeting facilitation
Service Level Agreements
Expectation setting
Problem-solving abilities
Team building
Time Management
Decision-Making
Adaptability
Active Listening
Relationship Building
Self Motivation
Adaptability and Flexibility
Time management abilities
Excellent Communication
Continuous Improvement
Organizational Skills
Problem-solving aptitude
Professionalism
Task Prioritization
Process Improvement
Reliability
Written Communication
Team Collaboration
Multitasking Abilities
Key Performance Indicators
Signed
DCoetzee
Telephonenumber
074 898 3637
Identificationnumber
820604 0044 08 8
Dependants
Two
Health
Good
Personal Information
- Age: 42 Years
- Date of Birth: 06/04/82
- Gender: Female
- Nationality: South African
- Marital Status: Married
Disclaimer
I hereby declare that all particulars furnished in this Curriculum Vita are true and correct.
Accomplishments
I achieved the Customer Service Consultant of the year Award in 2020.
In 2021 I received my 5-Year Service Award.
Received the Mukundi Quarterly Awards in 2023 and 2024.
Additional Information
Involved in the following projects: FICC planning, launch and override. CMA planning, training of SADC consultants, Launch (Sept 2024). Unclaimed policies, planning, proposed implementation.
Enhancements: Update of process documents. BPM checklist (repudiation and death claim) implementation.
I am multiskilled and have knowledge of Policy Admin and 3rd Party clients.
Timeline
Team Leader Accelerator - Team Leader
Metropolitan
01.2022 - 11.2022
Senior Claims Assessor
MMI
08.2021 - 03.2023
Customer Service Consultant
MMI
12.2016 - 09.2021
N4 Business Management - Business
Welkom TVET College
01.2001 - 12.2001
High School Diploma -
Goudveld Hoërskool
01.1996 - 05.2000
Team Leader VG Claims
MMI
4 2023 - Current
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