Jocelyn Nyange

Responsible and accountable for assessing, reviewing and managing Death, Capital Disability, Dread Disease, Disability Income, Lumpsum Disability, Retrenchment and Impairment claims and any other claims which need a medical assessment component.

• Independently, fairly and effectively assess and manage risk claims within relevant authority limits
• Summarising of medical, occupational and financial information
• Consultation with doctors, reassurers, underwriters and management on various claims decisions
• Letter writing and formal decision and communication to clients and financial advisors
• Keeping customers informed on every step of the claims process.
• Hands-on experience in monitoring relationships with customers
• Excellent knowledge of key indicators for fraud detection
• Provide clients with the necessary correspondence regarding the claim review requirements
• Actively listened to customers, handled concerns quickly and escalated major issues to management.
• Mentoring of new assessor
• Authorising payments
• Doing presentations on claims with the new broker consultants

• Responsible and accountable for assessing, reviewing and managing Capital Disability, Dread Disease and Impairment claims and any other claims which need a medical assessment component.
• Independently, fairly and effectively assess and manage risk claims within relevant authority limits
• Synopsizing of medical, occupational and financial information
• Consultation with doctors, reassurers, underwriters and management on various claims decisions
• Letter writing and formal decision and communication to clients and financial advisors
• Keeping customers informed on every step of the claims process.
• Hands- on experience in monitoring relationships with customers
• Excellent knowledge of key indicators for fraud detection
• Provide clients with the necessary correspondence regarding the claim review requirements
• Actively listened to customers, handled concerns quickly and escalated major issues to management.

• Key responsibilities Leading and Supervising People management Problem Solving Managing change Develops team plan to align with business objectives Effective management and measures and processes as Quality assurance, compliance to business standards and legislation Builds and maintains positive customer experiences Effective management of change initiatives to ensure smooth transition of business initiatives Monthly performance reviews Complaints and query management Allocation of work to team members Compiling monthly stats and performance reports Ensuring SLAs are met on a daily basis Implementation and monitoring of staff performance Managing resource planning Name of Company: Discovery Invest - Servicing Period 1 July 2017.

• Key responsibilities Engaging with Systems regarding, new functionality, systems defects and enhancements Testing and signing off for Business Change Management including, Training and mentoring staff for a positive system transition experience Business contact person for system issues Checking and authorizing switches, reduction claims and additional contributions Processing instructions from client and brokers Banking detail changes Loading and cancellation of cession Static Data Changes Contribution increases and decreases Performance appraisals Monthly performance reviews Complaints and query management Allocation of work to team members Compiling monthly stats and performance reports Ensuring SLAs are met on a daily basis Implementation and monitoring of staff performance Managing resource planning by identifying, developing and retaining talent Networking to build relationships with internal and external client to ensure service excellence.
• Provided primary customer support to internal and external customers in fast-paced environment.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

• Capturing of transactions and facilitating it to completion
• Validating client's instructions and all requirements to execute instruction according to business rules and applicable legislation
• Following up with clients, intermediaries and 3rd party companies/vendors on all requirements per process
• Working and adhering to the processes and operations in the team
• Processing cases in accordance with KPIs and SLA agreements Delivering and adhering to service and quality standards.
• Providing an indirect service to customers and intermediaries.
• Validating correspondence/documentation and responding to queries within procedure
• Looking at ways in which processes and procedures can be improved, drive and forward any ideas.
• Investigating queries that are raised by clients and brokers

• Monthly contribution reconciliations for Pension and Provident Funds Ensure effective and efficient service delivery for both Internal and external clients Ensure quality and accuracy of work delivered both verbally and written, meets both internal and external customer expectations and is complete without error.
• Monthly reporting to clients and presenting reports at client's premises Processing of different types of claims in accordance with relevant procedures such as withdrawal, retirement, death, disability and Unclaimed Benefits within SLA Processing of contributions to members' records Updating member's personal information and changing member's portfolio investment options.
• Authorisation of claims.

• Key responsibilities: Manage and control scanning of the power station's manuals.
• Ensure that the overall activities in the department meet the requirements of quality management and general duty of care.
• File master documents and support project on various levels Reason for leaving: Eskom did not renew its contract with Thabile Engineering.

• Leading and supervising a branch
• Performance Management
• Performance Reviews
• Authorizing Overtime and Leave
• Customer Queries and Complaints Management
• Cash Management
• Opening Banking Accounts
• Presenting branch meetings
• Recruitment and Selection Process
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.