Lilianne Rawlins

Manage high-volume customer inquiries,ensuring timely and accurate resolution

Liaising with underwriters regarding outstanding requirements ,ensuring there is a strong client relationship to sustain satisfaction and retentions rates

Adhoc functions on JIRA ,Service manager ,IAA ,Intouch and Scubed

Collaboration with internal teams to resolve complex issues and streamline process with Claims ,finance ,Superfund and IT teams .

Developed strong organizational and multitasking skills in a fast paced environment

• Interacting with customers and financial advisers via email and telephonically, assisting with concerns and processing requirements to improve the organization's customer relations
• Assisting with claims process on all financial products, advising on requirements assessing documents and liaising with Claims consultants and escalating for urgent payments
• Capturing back-office requirements on servicing platforms regarding request received from brokerages, servicing hubs and broker consultants
• Assisting back office with backlogs regarding policy changes, premiums adjustments, underwriting requirements and assisting with legislation updates on policies

• Develop and manage relationships with new clients and finalising the onboarding process, by contacting clients telephonically and verifying captured details and confirming new product/s taken
• Orphan Campaign: Contacting clients and warming up leads for selected Financial adviser captured on an online panel and referring leads for sales on new products (Life cover, Retirement Annuities, and investments) and overseeing existing portfolio with no active financial adviser
• Offer of additional cover Campaign: Contacting clients with existing Risk policies (Life covers) and upgrading benefits to more tailored benefits that they feel are needed at the time, upselling on existing benefits
• Retirement Annuity Reinstatements Campaign: Reinstating and retaining paid up policies, contacting client and offering them options that are available and in line with section 14 regulations
• Retirement Annuity Upsell Campaign: Contacting clients with Retirement annuity policies with unpaid premiums for less than 6 months and advising on options available in line with Section 14 Regulations

• Making outgoing calls to customers to advice of products and services that may be of interest to them
• Initiative: Standard Bank Cancer plan, contacting existing standard bank clients with cheque accounts and offering them cancer cover
• Initiative: FNB and Nedbank Accidental cover, contacting existing clients and offering them comprehensive accidental cover

• Hollard Funeral Plan, cold calling leads with phone numbers where provided and needed to be converted by selling the Hollard Funeral plan
• Liberty Funeral plan, Cold calling leads with phone numbers where provided and needed to be converted by selling Liberty ECM Funeral plan