Kamogelo Matsepe
Policy Maintenance Agent
14913 Amanzimtoti Street, Protea Glen Ext 16, Soweto,Gauteng
Summary
Skilled Agent experienced in identifying the needs of the client and working to find a solution promptly and professionally. Organized and dependable professional successful at managing multiple priorities with a positive attitude. Willingness to take on additional responsibilities to meet team goals.
Overview
6
6
years of professional experience
4
4
Certifications
4
4
Languages
5
5
years of post-secondary education
Work History
Service Agent - Annuities
Liberty Life Ltd
Johannesburg, Gauteng
01.2020 - Current
- Reinforced established quality control standards and followed procedures for optimal customer interactions
- Enhanced customer satisfaction by addressing and resolving annuity-related concerns promptly and professionally
- Maintained QA rating of 100% for 12 months consecutively
- Commutation and transfer of annuity policies in line with legislation
- Calculations of annuity income to provide accurate feedback to customers
- Applied for tax directive and simulations on commutations of annuities
- Reconciled annuity payments and investigated imbalances on annuity policies.
- Updated policy information to maintain customer records.
- Trained new hires on best practices for annuity sales and product knowledge, increasing overall team productivity
- Developed comprehensive training materials, resulting in improved overall performance among trainees
- Handled sensitive personal data with utmost discretion, adhering strictly to privacy policies
- Collaborated with team members to achieve departmental goals and maintain high performance standards, resulting in effective, efficient and professional service to all our clients
- Managed projects relevant to annuities team to ensure efficient service delivery within agreed timeline
- Collaborated with cross-functional teams on requirement analysis, leading to more effective testing of systems
Payment Services Fixed Term Contract
Liberty Life Ltd
Johannesburg, Gauteng
08.2019 - 12.2019
- Provide support to brokers towards positive resolution to client's queries.
- Apply policy changes accurately as per client's instructions
- Responding to queries timeously and managing workflow daily target.
- Enhanced customer satisfaction by efficiently processing payment transactions and resolving issues.
- Collaborated with team members to identify opportunities for process improvement, leading to enhanced productivity.
- Collaborated with customers to resolve disputes.
Payment Services Intern
Liberty Life Ltd
Johannesburg, Gauteng
07.2018 - 06.2019
- Client personality details maintenance
- Clients Home Affairs verification report
- Annuity payments process
- Developed and maintained relationships with key internal stakeholders
- Generated reports detailing monthly savings for annuities
- Informed clients of policies and procedures
Education
Diploma - Accounting And Finance
University of Johannesburg
Johannesburg 02.2014 - 11.2017
Matric - Grade 12 -
Mphage Secondary School
Tafelkop, Limpopo 01.2013 - 12.2013
Skills
Service Support
Ensuring Customer Satisfaction
Clear Communication
Computer Literacy
RDA Workfusion (Process Automation)
Attention to detail
Certification
Professionals of the future programme, The Consultant PowerHouse
Hobbies
- Video Gaming
- Tailoring clothes
- DIY projects
Timeline
Intelligent Automation for Banking, Automation Academy by WorkFusion
08-2022
Automating the Business Task (for v. 2.4.2), Automation Academy by WorkFusion
08-2022
Automation Essentials, Automation Academy by WorkFusion
08-2022
Service Agent - Annuities
Liberty Life Ltd
01.2020 - Current
Payment Services Fixed Term Contract
Liberty Life Ltd
08.2019 - 12.2019
Professionals of the future programme, The Consultant PowerHouse
12-2018
Payment Services Intern
Liberty Life Ltd
07.2018 - 06.2019
Diploma - Accounting And Finance
University of Johannesburg
02.2014 - 11.2017
Matric - Grade 12 -
Mphage Secondary School
01.2013 - 12.2013