Dynamic and results-oriented Personal and Accident Claims Consultant with over four years of specialized experience in claims management and customer support, particularly in personal accident and geyser claims. Expertise in maintaining compliance and effectively resolving client inquiries has consistently led to high levels of client satisfaction, supported by exceptional communication and relationship-building skills. Proven track record in enhancing customer experiences through resolution of complex issues and fostering team collaboration to exceed organizational goals. Committed to leveraging industry knowledge and dedication to outstanding service, delivering significant value while effectively supporting clients' needs.
Hi, I’m
Lebogang Motha
Customer Support Consultant
Akasia
Summary
Overview
12
years of professional experience
1
Language
Work History
Dignity Life Administrators
Customer Support Consultant
09.2024 - Current
Job overview
- Treating customers, co-workers or any other person, business partner, supplier and underwriter with professionalism, dignity and respect.
- Updating and maintaining accurate policy records. Adhering to industry regulations and company policies.
- Ensuring compliance with policy terms and conditions.
- Assisting and responding to customer inquiries and resolving complaints. Providing accurate information and assistance regarding policies and procedures.
- Answering incoming calls and assisting walk in clients.
- Maintaining high levels of customer satisfaction and engagements.
- Communicating with other departments effectively. If needed, assist in other departments.
- Processing and sending of any other policy documentation to policy holders.
- Follow instructions from supervisors, managers and/or directors promptly.
- Know and follow workflows and processes of my department and other departments.
- Client retention by building and maintaining positive relationships with clients through regular communication and personalised support. Managing and informing policy holders on lapsed policies.
- Educating in understanding the service we are providing, product features, benefits and updates to maximise value.
- Sell company telephonically funeral products and meeting targets.
- Contributed to a positive work environment by actively engaging with peers, sharing best practices, and collaborating effectively in both individual and team settings.
- Reduced average call resolution time by implementing effective problem-solving strategies and maintaining a comprehensive knowledge base.
- Balanced multiple tasks simultaneously while still providing outstanding support, showcasing excellent time management abilities.
- Improved customer retention rates by 10% understanding their needs and offering tailored solutions.
- Proactively identified opportunities for upselling products or services based on individual customer needs, driving revenue growth.
- Maintained a high level of professionalism when handling sensitive information or addressing escalated concerns from customers.
- Enhanced customer satisfaction by efficiently resolving technical issues and providing exceptional support.
- Responded to customer requests for products, services, and company information.
Innovative Advisory Services
Financial Advisor Under Supervision
08.2022 - 09.2023
Job overview
- Built strong relationships with clients, fostering trust and loyalty in managing their financial portfolios.
- Developed comprehensive financial plans for clients to achieve short-term and long-term goals.
- Provided comprehensive retirement planning services, ensuring clients maintain their desired lifestyle post retirement.
- Established new client relationships by conducting thorough needs assessments during initial consultations.
- Educated clients on various financial matters and provided professional recommendations on investment opportunities, products and services based on individual needs.
- Educated clients on various financial matters and provided professional recommendations on investment opportunities, products, and services based on each clients' individual needs.
- Ensured compliance with industry regulations and company policies while serving clients'' best interests.
- Developed personal rapport with each client to maintain customer loyalty and establish long-term business.
- Worked closely with insurance providers to assess suitable coverage options tailored to individual client requirements for risk management purposes.
Momentum Metropolitan Insurance
Personal Accident and Geyser Claims Consultant
04.2021 - 08.2022
Job overview
- Validated claims in line with company standards.
- Appoint and liaise with service providers.
- Process authorisations and settlements of claims.
- Handle claim rejections professionally.
- Ensure timely processing of payments.
- Confirm payments with brokers and suppliers.
- Maintain open communication with service providers, brokers, clients and internal teams.
- Respond to queries and claims via phone, email, and SMS.
- Address and resolve complaints effectively.
- Register new claims for bereavement policies, accidental death and permanent disability and or temporary disability, retrenchment policies, dread disease and hospital cash plan policies and geyser claims.
- Improved claims processing efficiency by streamlining workflows and implementing best practices.
- Reviewed policy applications for accuracy, identifying errors that could impact future claims processing or payouts.
Alexander Forbes Insurance
Personal Accident Claims Consultant
03.2019 - 08.2022
Job overview
- Personal accident and geyser claim handler.
- Register new claims for bereavement policies, accidental death and permanent disability and or temporary disability, retrenchment policies, dread disease and hospital cash plan policies and geyser claims.
- Prepare presentations for the claims that will be presented to the claims committee as well as to present the claims.
- Appoint medical assessor for Personal Accident claims and supplier company for geyser claims.
- Assess claims both Personal Accident and Geyser.
- Answer client's queries and assist with the claim form.
- Prepare rejection letters and agreement of settlement.
- Call clients to inform them about the outcome of the claim.
- Loading of complaints and compliments. Handle complaints.
- Process payments to clients.
- Assisted with payments for non-motor claims as well as motor claims.
- Assisted with windscreen claims from registering to bordereau.
- Inform the relevant department to update client details.
- Checking if all details regarding the insured are up to date on the system such as banking details, beneficiaries, policy inception and cancellation dates.
- Requesting the necessary documents for claim processing.
- Refer policy cancellation to the relevant department.
Sefako Makgatho Health Sciences University (SMU)
Office Admin and Data Capturer
01.2018 - 12.2018
Job overview
- Performed administrative tasks, worked with MS Word and Excel.
- Captured research data for master's degree candidates at SMU.
- Collected data at health care facilities.
Absa
Teller
11.2013 - 06.2014
Job overview
- Assisted as an outdoor consultant and receptionist.
- Served as floor manager in the manager's absence.
- Provided account services to customers by receiving deposits and minimal cash withdrawals.
- Assisted clients with queries, provided bank statements, and marketed the bank's services.
- Worked as a bulk teller and treasurer; counted and arranged coins.
- Processed customer transactions promptly, minimizing wait times.
- Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
- Contributed to a positive work environment by demonstrating professionalism, courteousness, and a strong work ethic.
- Assisted customers with account inquiries, resolving issues promptly and professionally.
- Maintained accurate records of customer transactions in line with bank procedures.
- Educated customers on use of banking website and mobile apps.
Education
MoonstonePretoria
RE5 Regulatory Examination in All Categories of FSP's from RE5 Regulatory Examination
04.2001
University Overview
MANCOSACenturion
Bachelor of Business Administration Honors from Business Administration
04.2001
University Overview
CKP DevelopmentSandton, South Africa
Short Term Insurance Course NQF4 from Short Term Insurance Course
02.2021
University Overview
Heriot-Watt UniversityPretoria, South Africa
Bachelor of Business Administration from Business Administration
06.2012
University Overview
London School of Business ManagementPretoria, South Africa
BTech Higher National Diploma from Business Administration
01.2010
University Overview
Distinctions: Business Decision Making (83 %), Human Resources Development (90 %), Management Accounting: Costing and Budgeting (81 %), Managing Human Resources (75%), Small Business Enterprise (81 %), and Sales Planning and Operations (79 %)
London School of Business ManagementPretoria, South Africa
Diploma in Business from Business Administration
01.2009
University Overview
Distinctions: Administrative Practices and Procedures (78 %), Human Resource Management (82 %), Marketing (83 %), Managing Communications Knowledge and Information (85 %), and Organizations and Behavior (80 %)
SA College Private SchoolPretoria, South Africa
Grade 12 from National Certificate
01.2008
University Overview
Skills
Sales
References
References
References available upon requestAccomplishments
Accomplishments
- Founder of We Are Born Leaders 2016 -2018.
- Miss Earth South Africa Ambassador 2017-2018.
Timeline
Customer Support Consultant
Dignity Life Administrators
09.2024 - Current
Financial Advisor Under Supervision
Innovative Advisory Services
08.2022 - 09.2023
Personal Accident and Geyser Claims Consultant
Momentum Metropolitan Insurance
04.2021 - 08.2022
Personal Accident Claims Consultant
Alexander Forbes Insurance
03.2019 - 08.2022
Office Admin and Data Capturer
Sefako Makgatho Health Sciences University (SMU)
01.2018 - 12.2018
Teller
Absa
11.2013 - 06.2014
Moonstone
RE5 Regulatory Examination in All Categories of FSP's from RE5 Regulatory Examination
04.2001
MANCOSA
Bachelor of Business Administration Honors from Business Administration
04.2001
CKP Development
Short Term Insurance Course NQF4 from Short Term Insurance Course
Heriot-Watt University
Bachelor of Business Administration from Business Administration
London School of Business Management
BTech Higher National Diploma from Business Administration
London School of Business Management
Diploma in Business from Business Administration
SA College Private School
Grade 12 from National Certificate