Reading, cooking, walking, learning new things, going to the beach with my family
Florence Nosipho Mesele
Retirement Claims Representative/Advisor
Cape Town
Summary
Dedicated Retirement Claims Advisor with experience in processing diverse retirement plan distributions. Known for strong communication skills and a collaborative approach that enhances client satisfaction and streamlines operations.
Overview
13
13
years of professional experience
Work History
Retirement Claims Advisor
July Business Services (American TPA)
09.2025 - Current
- Responsible for processing a wide range of retirement plan distribution requests, including termination withdrawals, direct and indirect rollovers across qualified plans and IRA accounts, hardship withdrawals, partial withdrawals and death benefit claims.
- Serve as a primary point of contact for plan sponsors and participants, providing guidance, status updates and resolution of enquiries.
- Effectively communicate complex retirement concepts and distribution requirements to participants, plan sponsors, and employers in a clear and understandable manner.
- Collaborate with team members, external recordkeepers and service providers to expedite requests and ensure efficient processing.
- Ensuring regulatory compliance awareness
- Delivering excellent client service
Customer Care Representative
Webhelp South Africa
03.2021 - 01.2022
- Utilized CRM systems to accurately track customer interactions and update account information.
- Logged call information and solutions provided into internal database.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Contributed to team success, consistently achieving call center performance metrics.
Debt Collector Agent
Sigma ( UK Campaign)
02.2020 - 02.2021
- Negotiated payment arrangements with clients to resolve outstanding debts effectively.
- Utilized collection software to track account statuses and manage follow-up communications.
- Collaborated with team members to develop strategies for improving collection rates.
- Analyzed customer accounts to identify patterns and tailor collection approaches accordingly.
Customer Service Representative
Odity
01.2019 - 01.2020
- Managed high-volume calls, ensuring timely response and accurate information delivery to clients.
- Resolved customer inquiries, enhancing satisfaction through effective communication and problem-solving skills.
Retentions Advisor
EXL
01.2018 - 01.2019
- Implemented strategic recommendations to enhance client engagement and retention initiatives.
- Collaborated with cross-functional teams to streamline operational workflows and improve service delivery.
- Participated in enhancing overall team performance and knowledge sharing.
Customer Service Representative
Webhelp South Africa
03.2015 - 10.2017
- Collaborated with cross-functional teams to streamline processes, improving overall service efficiency.
- Analyzed customer feedback to identify trends, contributing to service improvement initiatives.
- Utilized CRM software for tracking interactions and maintaining detailed records of customer interactions.
Call Center Representative
Merchants
09.2013 - 12.2014
- Managed high call volumes while maintaining quality service standards.
- Handled high call volumes, ensuring adherence to quality service standards.
- Executed process improvements that streamlined call handling efficiency.
Education
High School Diploma -
Rosebank Progress College
Rosebank Cape Town 04.2001 -
Skills
Claims analysis
Claims investigation
Policy interpretation
Insurance policy knowledge
Customer service
Attention to detail
Problem-solving abilities
Time management
Office productivity tools
Excellent communication
Written communication
Teamwork and collaboration
Interests
Timeline
Retirement Claims Advisor
July Business Services (American TPA)
09.2025 - Current
Customer Care Representative
Webhelp South Africa
03.2021 - 01.2022
Debt Collector Agent
Sigma ( UK Campaign)
02.2020 - 02.2021
Customer Service Representative
Odity
01.2019 - 01.2020
Retentions Advisor
EXL
01.2018 - 01.2019
Customer Service Representative
Webhelp South Africa
03.2015 - 10.2017
Call Center Representative
Merchants
09.2013 - 12.2014
High School Diploma -
Rosebank Progress College
04.2001 -