Janice Roxanne Elliott
Lambton
Summary
Seasoned Underwriting Specialist and Insurance Sales Consultant with a proven track record at Santam Ltd, adept in time management and persuasive influencing. Demonstrates exceptional customer service by efficiently managing risk and driving profitable growth. Achieves significant client retention through strategic planning and organizational skills.
Overview
12
12
years of professional experience
Work History
Commercial Lines - Underwriting Specialist
The PFS Group
Johannesburg
10.2023 - Current
- Amendments, additions, cancellations, confirmations, and all related matters
- Processing of unpaid premiums.
- Action all renewals as per the agreed processes with each insurer
- Attend to broker and insurer queries in a timely manner.
- Checking the accuracy and applying attention to detail to information and documents received from brokers and insurers.
- Negotiations with insurance consultants (insurers).
- Processing of corrective action implemented by insurers or on our (PFS Group) Binder Facility on multi-claimants
- Attend to and action all incoming queries, amendments, and quote requests
- Ensure that all processes are followed as per the Standing Operating Procedure (SOP).
- Ensure that a diary is followed in terms of follow-ups on outstanding information, documentation, or feedback.
- Ensure that timekeeping does not become a problem.
- Assisting brokers in obtaining quotations in the market via ATU, Camargue, CIA, Cross Country, HIC, Hollard Personal and Commercial, Hollard Trucking, Old Mutual Insure, ONE Sure, and Santam.
- Offer value-added products to brokers at the new business stage via Chartered Auto Underwriters (car hire), One Loyalty (home and road assist), Phishield, and Xs Sure (excess waiver).
Commercial Lines - Insurance Sales & Maintenance Consultant
Santam Ltd
Johannesburg
03.2020 - 09.2023
- Identifying and highlighting risks.
- Delivering a high standard of work.
- Ensuring that the information captured promotes profitability and sustainability of the portfolio.
- Administration of commercial risks managed and administered on external systems, and the subsequent mirroring of the administrator's schedule onto Santam's systems.
- Capturing renewals manually.
- Amendments, cancellations, reinstatement, and issuance of policies.
- Issuance of Sasria coupons manually on annual policies for renewals, addition of items, and issuances.
Personal Lines - Underwriting, Policy Administration; Sales & Retentions
Santam Ltd
11.2015 - 04.2020
- Amendments of policies received via emails and inbound calls
- Based on the profile on policies granting discount requests
- Proactively contacts customers who are identified as at risk of cancellation and ensure that every opportunity to retain these customers is investigated
- Reviews and processes renewals, recommending coverage enhancements as applicable
- Underwriting of new and existing risks to obtain profitable growth
- Handle referrals and the underwriting thereof
- Handle customer queries telephonically and via email
- Amendment of existing policies
- Quoting and issuance of new business quotes
- Receive calls from existing customers looking to cancel their current policy and assess or identify the reason for the cancellation request
- Educate clients on the Santam product features, billing, service offerings and product value
- Promote marketing campaigns by upselling and cross-selling
- Create reinstatement opportunities utilizing competitor knowledge, retention, and persuasive skills on cancelled policies
- Relevant system knowledge (Persetel, WEB E, CRM Commercial version; NQR; Guidewire Policy Center; Tele App; Avaya; Microsoft Office; JDE)
Customer Service Agent
Bidair Aviation Services
08.2014 - 06.2015
- Handling customer service agent for Emirates International Airline
- Checking in and boarding of flights
- Assisting customers and attending to enquiries
- Ensure that international safety procedures and regulations are followed
- Offer passenger support and engage with irate passengers during delayed flights
- Provide passengers with general information regarding taxi services, airport information, procedures, and customs clearance
Client Services Division - Customer Service Agent
African Bank
09.2012 - 08.2014
- Create files per client`s information on the system, book and confirm appointments for clients
- Verify personal information
- Email relevant documents as required per service and ensure timeous return after completion
- Capture inbound and outbound calls and follow up on enquiries relating to services
- Office administration
- Submit daily stats and reports to management
Education
Higher Certificate - Short term Insurance
Higher Certificate in Short term Insurance
RE5 -
Personal Lines Class of Business certificate -
Commercial lines Class of Business certificate -
Human Resource Management certificate -
Skills
- Time Management
- Planning and Organizational skills
- Customer Service
- Adhering to procedures
- Communications & Behavioural skills
- Deciding and Initiating Action
- Persuading and Influencing
- Adapting and Responding to Change
- Adhering to instructions
- Presenting and communicating information
- Learning and Researching
- Delivering results
- Meeting customer expectations
Personal Information
- Date of Birth: 08/23/89
- Gender: Female
- Nationality: Coloured
- Driving License: Code B
References
- The PFS Group, Shonice Jentison, 083 294 4496
- Santam, Ms Lea-Anne Simons, 073 024 9873
- Santam, Mrs Nabeelah Maharaj, 071 200 9591
- Bidair Services, Sharmain Singh, 072 566 1529
- African Bank, Mr Zikhali, 083 377 8502
Areas of competencies
- Time Management
- Planning and Organizational skills
- Customer Service
- Adhering to procedures
- Communications & Behavioural skills
- Deciding and Initiating Action
- Persuading and Influencing
- Adapting and Responding to Change
- Adhering to instructions
- Presenting and communicating information
- Learning and Researching
- Delivering results
- Meeting customer expectations
Timeline
Commercial Lines - Underwriting Specialist
The PFS Group
10.2023 - Current
Commercial Lines - Insurance Sales & Maintenance Consultant
Santam Ltd
03.2020 - 09.2023
Personal Lines - Underwriting, Policy Administration; Sales & Retentions
Santam Ltd
11.2015 - 04.2020
Customer Service Agent
Bidair Aviation Services
08.2014 - 06.2015
Client Services Division - Customer Service Agent
African Bank
09.2012 - 08.2014
Higher Certificate - Short term Insurance
Higher Certificate in Short term Insurance
RE5 -
Personal Lines Class of Business certificate -
Commercial lines Class of Business certificate -
Human Resource Management certificate -
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