Summary
Work History
Education
Skills
References
Timeline
Generic
LEHLOHONOLO THAMAE

LEHLOHONOLO THAMAE

CUSTOMER SERVICE CONSULTANT
Johannesburg

Summary

I am a dedicated and skilled professional with a passion for financial management and delivering exceptional client solutions. My expertise lies in attention to detail, customer service, analytical skills, problem-solving, ethics, and organizational proficiency, making me a valuable asset in the financial services sector.I am eager to further develop my expertise and contribute my skills to new challenges and opportunities in the financial services industry.

Work History

Investment Payment Processor

Liberty Life
  • Handle refunds for clients, ensuring accurate and timely processing of refund requests
  • Manage surrenders of investment products, calculating surrender values and processing the necessary transactions
  • Process maturities, disbursing funds to clients as per the terms of the investment contract
  • Processing customer orders, changes, and cancellations efficiently and accurately
  • Handling customer payments, refunds, and exchanges following company procedures
  • Following call scripts and guidelines to ensure consistent and effective customer service
  • Adhering to call center metrics and performance goals, such as average handling time and customer satisfaction ratings
  • Section 14 transfers payment processing
  • Retirement annuity payment processing (two pot new law)
  • Processing of LISP Investment products, calculating portfolio values as per the customers' requests i.e
  • Maturity, Advance, Surrender and Premium recon refunds

Money Management Consultant

Liberty Life
  • Providing accurate and detailed information to customers regarding products, services, and company policies
  • Managing and updating customer accounts and information accurately
  • Managing the process of cancelling Automatic Contribution Increases (ACI) in clients' investment plans, following company policies and regulatory guidelines
  • Handling the processing of Critical Premium Recovery (CPR) payments, ensuring accurate and timely disbursements to clients or beneficiaries
  • Adhering to industry regulations and company policies while managing client funds and transactions to maintain legal and ethical standards

Administrative duties

Liberty Life
  • Bookkeeping, manage company financial accounts ensuring they are accurate and easy to review
  • Scheduling appointments, allowing employees to high quality service and provides the employer and clients with flexibility
  • Greeting visitors, customer facing and welcoming them in the company
  • Answering phones in a clear conscious and professional manner

Contact center duties

Liberty Life
  • Answering incoming calls and work with customers to resolve questions give directions and fix potential problems
  • Responding to emails massages and other means of communication from customers to help meet their needs
  • Escalating queries with company departments responsible to provide detailed feedback to the customer
  • Resolving customer inquiries, complaints, and issues in a timely and satisfactory manner
  • Escalating complex or unresolved cases to appropriate supervisors or departments
  • Maintaining a high level of customer satisfaction by building rapport and displaying empathy

Debt Collection duties

Liberty Life
  • Negotiate payment plan by setting up payment schedules
  • Locate and contacting debtors in order to begin payment recovery process
  • Handle questions or complaints, investigate and resolve discrepancies on accounts
  • Keeping track of assigned accounts to identify outstanding debts

Specialist Solution Analyst

ABSA GROUP
06.2024 - 11.2024
  • Collaborated with cross-functional teams to achieve project goals on time and within budget.
  • Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
  • Followed all company policies and procedures to deliver quality work.
  • Championed the adoption of new software tools that streamlined workflows across multiple departments.
  • Enhanced customer satisfaction with timely and accurate issue resolution.
  • Restructured customer service process, ensuring quicker response times.
  • Led quality assurance efforts, maintaining high standards for all products and services.
  • Collected, arranged, and input information into database system.
  • Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.

Education

Learnership In Investment NQF 5 - undefined

Liberty Life

National Senior Certificate - Matric

Rutasetjhaba Secondary School

Skills

Attention to Detail

References

  • Thirushen Moodley, Liberty Life, Line Manager 083 692 7818
  • Rhulani Maluleka,Liberty Life, Line Manager 073 683 1946
  • Ntombi Lehlongoane, ABSA (Glacier Partners) Line Manager 081 418 0527

Timeline

Specialist Solution Analyst

ABSA GROUP
06.2024 - 11.2024

Investment Payment Processor

Liberty Life

Money Management Consultant

Liberty Life

Administrative duties

Liberty Life

Contact center duties

Liberty Life

Debt Collection duties

Liberty Life

Learnership In Investment NQF 5 - undefined

Liberty Life

National Senior Certificate - Matric

Rutasetjhaba Secondary School

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LEHLOHONOLO THAMAECUSTOMER SERVICE CONSULTANT