Lufuno Murulane

• Managing a portfolio of clients (brokers / schemes) and owning the queries and the client.
• Being the representative for the overall SGR teams and contact point for client.
• Setting up regular pro-active meetings with the client to ensure direct face to face interaction.
• Arranging training for the client where required, promoting the value add of the servicing team within SGR and greater Sanlam.
• Enhancing customer satisfaction, executing relationship strategies and promoting cross-selling opportunities, promoting service and product deliveries, facilitating and resolving customer enquiries, complaints, and grievances.
• Monitoring workflow incidents related to the portfolio to ensure adherence to SLA's, establishing, maintaining, and advancing business and stakeholder relationships both internally and externally.
• Compiling of reports and / or any other documentation required for the client (including welcome packs)
• Developed strong rapport with clients through consistent follow-up and attention to detail.
• Monitored project progress against established timelines while proactively updating stakeholders on any potential setbacks or roadblocks.
• Served as primary point-of-contact for questions or concerns from clients during ongoing projects.
• Maintained detailed records of all client interactions, ensuring accuracy in account management and reporting activities.
• Analyzed client feedback to identify areas for improvement and implemented changes accordingly.
• Conducted quarterly business reviews with clients to assess performance, identify opportunities, and set goals for future growth.
• Coordinated closely with sales teams to support the pursuit of new business opportunities within existing accounts.
• Implemented strategies for client retention, resulting in increased repeat business and referrals.
• Streamlined processes for managing client interactions, leading to improved response times and higher levels of satisfaction.
• Delivered presentations showcasing company offerings, effectively communicating value propositions to prospective clients.
• Collaborated with internal teams to resolve client issues quickly and efficiently.
• Negotiated contracts with clients to secure long-term partnerships while safeguarding company interests.
• Improved customer satisfaction rates by providing tailored solutions to meet individual client needs.
• Strengthened client relationships by maintaining regular communication and addressing concerns promptly.

• Follow up on various instructions with internal and external stakeholders.
• Contacting clients to request documents and schedule meetings, attend to client queries.
• Submitting various instructions, attend client presentation.
• Sending quarterly report to client.
• Liaising with finance division in respect of recoupment and debtors' schedules.
• Assist client in signing documents in the fiduciary process.
• Preparing documentation for client meetings.
• Load and update AUM onto System.
• Track and monitor instructions: New business, ad hoc top ups, withdrawals, switches, maturities, income benefit, income change and section 37 and section 14 transfers, confirm beneficiary status.
• Coordinated schedules, appointments, and travel arrangements for the advisory team as needed.
• Assisted advisors with research, analysis, and recommendations on various investment options.
• Supported advisors during client meetings, taking detailed notes and preparing necessary materials beforehand.
• Established trust with clients through consistent communication and updates on their financial progress.
• Adhering to any outstanding requests from internal and external clients.
• Constantly update FICA and FAIS.

Employee Benefits Duties:

• Preparing annual review packs.
• Preparing member presentations.
• Payroll submission
• Quote requotes and comparisons, and rebrokes
• Benefit statements distribution to clients.
• Preparing benefit summaries.
• Assisting medical underwriting.
• Facilitating claim submissions (withdrawal, retirement, death, funeral, and disability), section 14 transfers.
• Engagement with employers in Management Committed Meetings and Admin Reporting meetings.
• Engagement with members during wellness days, HR Roadshows, and day to day engagement.

• Administrative and Consulting support function, collation and updating of new entrants and claim documentation.
• Ensuring claims are paid within the turnaround time, liaison with client contact, risk insurers, administrators of retirement funds, assisting with Secretarial functions.
• Electronic file management and maintenance.
• Preparation of Meeting Agenda and Packs.
• Compiling Meeting Minutes.
• Assisting with admin action items in terms of the Minutes of the meeting held with clients.
• Assisting with ad hoc projects and responsibilities.
• Collating and maintaining client master files and minute books.
• Maintain, track, and register all claims, submission of manual and e-claims.
• Collating and setting up of minor trust in respect of death claims.
• Collating disability claims and monitoring to finality, facilitate timeous claim settlement, disbursement of final payment letter and tax certificates to the employer.
• Assisting Service Consultant with member medical requirements and underwriting decisions, ensuring decision letter is sent to the employer/member.
• Recons linked to billing schedules and risk premium payments, collection and collation of pre-bills where required, collation and correction of errors on pre-bill and querying these with the client.
• Submission of manual (email) schedules to the service providers where required, requesting and compiling administration reports in line with annual calendar.
• Ensuring debit order and efts are paid on or before the 7th of the month.
• Assisting with S13 process.
• Ensuring that all clients are FICA complainant
• Evaluated existing benefits packages annually, recommending changes as needed based on industry benchmarks and employee feedback surveys.
• Provided excellent customer service to employees, addressing their benefits-related inquiries and resolving issues in a timely manner.
• Reduced benefits costs by negotiating with providers for more cost-effective plans, resulting in significant savings for the company.
• Managed various employee recognition programs, increasing overall employee engagement and satisfaction with company culture.
• Educated employees on available benefit options through informational sessions, webinars, and written materials, leading to increased participation in programs.
• Developed comprehensive employee wellness program to promote healthy habits among staff members, leading to reduced absenteeism rates due to illness.
• Assisted HR department with annual open enrollment period by preparing materials, organizing events, and answering employee questions.

• Daily receipting and allocation of Risk premiums, weekly follow up on unallocated premiums on the bank statement, reconciliation of commission on premiums received.
• Identifying and querying variances with Underwriting Team and Clients.
• Statements and Age Analysis running, and distribution of Age Analysis Report.
• Running of monthly statements, follow up with clients on outstanding premiums older than 30 days.
• Assisting broker and Underwriters with queries.
• Premium payments and Debit Order Run - Unpaid premiums, data Migration onto ERS systems (Microsoft Access)
• Updating members Accepted covers after medical underwriting.
• Flagging of Claimants (Death and Disability).
• Flagging of Members over the free cover limit.
• Calculation of monthly premiums for Group Risk Schemes.
• Weekly Bank Reconciliation.

• Receive and consolidate risk data on excel spreadsheet.
• Validate premium collection data is equal to premiums payables.
• Analyzing employees potential cover vs accepted covers, prepare and send risk data to broker.
• Updating members that are Disability and Death Claimants.
• Checking members that are over the proof free limit and sending medical underwriting notifications to the Medicals Team.
• Liaising with brokers for missing information, and updating them on members reaching retirement age.
• Collecting accurate information and documents to proceed with a claim.
• Analyzing a claim made by a policymaker and guiding them on how to proceed with the claim.
• Ensuring fair settlement of a valid claim and identifying reasons why full payment may not be made.
• Following up on claims.
• Compiling reports

• Capturing data from timesheets on Excel.
• Signing off overtime with Technical Director and calculating hours.
• Scanning Invoices to Debtors.
• Capturing Invoices and orders.
• Updating customer Invoices.
• Capturing data on timesheets onto Job Register
• Assisting with switchboard.
• Creating and maintaining Job Register Spreadsheets.
• Compiling reports for the HR and Payroll team.