Liesel Castro-Van Rayne

- Client Relationship Management: Build and maintain strong, long-term relationships with corporate clients to ensure their satisfaction and retention of employee benefits programs.

- Account Management: Oversee the implementation, administration, and ongoing management of employee benefits plans, ensuring seamless service delivery and client satisfaction.

- Issue Resolution: Address and resolve client inquiries or concerns regarding benefits coverage, claims, and account administration in a timely and professional manner.

- Client Onboarding: Lead the onboarding process for new clients, ensuring all employee benefit offerings are properly explained, tailored, and implemented to meet client needs.

- Benefits Communication: Communicate with clients and their employees regarding benefits packages, updates, and changes to plans, ensuring clarity and full understanding.

- Data Analysis & Reporting: Analyze claims data and employee feedback to identify trends, opportunities for improvement, and potential areas for program enhancement.

- Compliance & Regulatory Support: Ensure clients’ employee benefit programs comply with relevant industry regulations, advising them on any changes in laws or regulations that may impact their benefits offerings.

- Training & Support: Provide training and support to clients' HR departments, assisting them with the effective management and communication of employee benefits programs.

- Stakeholder Coordination: Collaborate with internal teams, including underwriting, claims, and compliance, to ensure the smooth delivery of benefits services and solutions to clients.

- Client Retention Strategies: Develop and implement strategies to improve client retention, including regular reviews of benefits plans, client satisfaction surveys, and recommendations for enhancements or adjustments.

- Managed and facilitated third-party claims processes, including Death, Funeral, and Disability claims.

- Coordinated medical underwriting requirements to ensure timely and accurate policy processing.

- Administered Section 37C claims, ensuring compliance with legal and organizational standards.

- Provided support to Customer Relationship Managers in resolving queries related to key accounts, enhancing client satisfaction and retention.

- Escalated critical issues to relevant funds for swift resolution and action.

- Compiled and analyzed risk reports to monitor claim trends and mitigate potential issues.

- Prepared and submitted comprehensive month-end reports detailing departmental performance in claim dispute resolution and issue resolution metrics

- Specialized in Discovery Products, integrating holistic financial planning, including Life, Health, Short Term Insurance, Investments, and Retirement solutions.

- Established and maintained client relationships by contacting clients and scheduling meetings, either in-house or at clients' personal or business premises.

- Analyzed clients' financial information and prepared tailored quotations to meet individual or family requirements.

- Designed personalized financial strategies aimed at achieving clients' long-term financial goals.

- Assisted clients in making informed financial decisions, ensuring they understood their options and the implications of their choices.

- Reviewed and responded to changes in clients' financial needs, ensuring that their strategies remained relevant and effective.

- Promoted and sold a range of financial products, consistently meeting or exceeding sales targets.

- Ensured compliance with regulatory requirements, including disclosure agreements and cost of service transparency.

- Conducted case-by-case analysis, customizing solutions to address the unique needs of individual clients.

- Analyzed and streamlined business processes and workflows to improve efficiency and effectiveness across departments.

- Identified and resolved customer issues, ensuring prompt and satisfactory solutions to maintain client satisfaction.

- Acted as a key liaison between the internal Call Centre and Tracker Call Centre, facilitating communication and collaboration across all levels.

- Provided continuous support and ensured alignment between the two centres, enhancing overall operational efficiency.

- Administered and maintained sales contracts, ensuring accurate record-keeping and timely reporting.

- Compiled and submitted regular reports to track performance metrics and support business decisions.

- Delivered daily feedback on generated business, providing insights into sales performance and identifying areas for improvement.

- Analyzed sales data to drive strategies aimed at increasing business and achieving growth targets.

- Initiated and promoted Tracker sales, driving revenue growth through strategic sales initiatives.

- Conducted training sessions and presentations for call centre staff to increase product knowledge, improve sales techniques, and enhance overall performance.

- Actively motivated and supported the sales force, fostering a high-performance culture and encouraging team engagement.

- Developed and implemented strategies to improve sales results and achieve targets.

- Analyzed sales trends and performance data within the partner's call centre to identify growth opportunities and market shifts.

- Developed new business opportunities by leveraging insights into customer needs and industry trends.

- Facilitated the growth of the Professional Provident Society (PPS) by promoting PPS products and driving new business creation.

- Built and nurtured relationships with both independent and contracted financial brokers, ensuring strong business partnerships.

- Arranged meetings for strategic discussions, providing insights into prudent business plans and fostering long-term client relationships.

- Accredited and provided brokers with comprehensive product training to enhance their knowledge and sales capabilities.

- Promoted business development initiatives and contributed to achieving sales targets.

- Reviewed existing client files and analyzed portfolios to identify new business opportunities and improve overall account performance.

- Compiled quotes for both new and existing clients, ensuring tailored solutions for each individual’s financial needs.

- Assisted clients with understanding statements of benefits and Profit Share account balances, providing exceptional customer service.

- Stayed informed about competitor products and market trends to maintain a competitive edge and offer clients optimal solutions.

- Prepared annual business proposals and reviewed progress quarterly to assess performance and identify leads for brokers.

- Provided dedicated support to 58 brokers, assisting with sales strategies and client management.

- Facilitated product workshops to educate brokers and enhance their understanding of PPS products.

- Offered one-on-one mentoring and ongoing support to brokers, helping them achieve their sales objectives.

- Represented PPS in consultations with clients, ensuring alignment with their financial goals and needs.

- Motivated brokers to actively promote and sell PPS products, driving revenue growth.

- Managed objectives and tracked progress to ensure targets were met consistently.

- Applied tax knowledge to highlight tax benefits related to investments, providing valuable insights to clients.

- Practiced effective time management to ensure all appointments with brokers (average of 3 per day) were met efficiently.

- Compiled training packs for brokers to facilitate ongoing development and product understanding.

- Generated activity, production, and sales reports to track progress and performance metrics.

- Utilized internal systems to manage, track, and evaluate Key Performance Areas (KPAs), ensuring alignment with organizational goals.

- Liaised with current PPS members to schedule consultations and appointments on behalf of tied agents, ensuring smooth client interactions.

- Engaged with prospective PPS members to arrange consultations and appointments, fostering relationships on behalf of tied agents.

- Consistently achieved daily, weekly, and monthly targets related to setting up appointments and consultations.

- Addressed member service inquiries, referring members to the appropriate departments or staff members to ensure efficient service delivery.

- Captured data to track and monitor Key Performance Areas (KPAs) and Key Performance Indicators (KPIs), ensuring alignment with organizational objectives.

- Built and maintained strong relationships with Branch Managers, Branch Secretaries, and Member Consultants across two branches (Senderwood and Randburg), fostering collaboration and support.

- Performed internal validations using the Value-Add System (Control) to verify eligibility and membership details of prospective clients.

- Compiled statistical schedules and provided regular feedback on daily activities to track performance and identify opportunities for improvement.