Masego Gracious Beng
Group Schemes Administrator
Midrand
Summary
Experienced and customer-focused professional with a background in customer service, banking, finance, administration, insurance, and contact center operations. Eager to leverage industry expertise to acquire new technical skills in a dynamic work environment while meeting deadlines and delivering results. Thrives in collaborative team settings and excels in individual projects, showcasing strong leadership abilities to drive organizational success. Committed to making a meaningful impact when presented with opportunities for growth and development.
Overview
18
18
years of professional experience
2017
2017
years of post-secondary education
Work History
Group Schemes Administrator (Long-Term Insurance)
King Price Insurance
04.2022 - Current
- Providing Effective, efficient, and professional service to all Clients, both telephonically and through written correspondence.
- Where required, assist co-workers and the Team to resolve queries and escalations.
- Compile weekly stats showing progress of outstanding work and to ensure on track to meet month end SLA.
- Process data comparison through the web to prepare reconciliation of premiums to ensure that the group Schemes applied the correct rates against King Price Life Pricing terms.
- Loading of Members data, policyholders' protection rules (PPR's) made under section 62 of the long-term insurance Act,1998 as set out in the schedule information and making sure covers and benefits are correct.
- Maintain accurate client documentation and assist with reconciliation and reporting.
- Issuing monthly statements to active group schemes (Binder & Intermediaries)
- Notify Pricing if there are any discrepancies between the quote and the application form.
- Ensure compliance team is provided with accurate information from the data comparison to prepare their compliance monitoring reviews.
- Ensure compliance with regulatory standards (FICA, AML)
- Liaison with both internal and external clients to ensure resolution of client queries (TCF) and as per the binder & intermediaries' agreements.
- Compare bank statement against scheme batch remits to ensure the accurate allocation of payments/premiums to correct schemes. Issue credit control where necessary.
- Assisting the Claims Team in verifying the validity of claims, by ensuring that premiums are up to date, and that scheme terms & conditions are met.
- Monthly reporting (relating to growth, policy holder arrears, scheme arrears, claim ratios and data quality).
- Ensuring that monthly premiums are paid on time and up to date.
- Calculating and verifying commission amounts reflected on invoices before submitting to manager final sign-off.
- Preparing monthly premium statements.
- Assisting Service Team in answering customers queries, dealing with complaints, and providing customers with detailed information about their policy products.
- Liaising between scheme and insurer.
Customer Contact Centre Supervisor
African Bank
04.2014 - 01.2021
- Supervising the day-to-day operations of the Contact Centre (Employment Verifications & Credit Assessment)
- Maintaining continuous feedback loop with direct reports and insuring communication to keep stakeholders informed of actions and finally of resolutions provided.
- Ensuring that all Team Members are clear about what is expected of them with regards to internal and external customer service and meeting the set target.
- Working closely with the fraud department Team to combat risks and identifying fraudulent activities.
- Performing Credit assessments to ensure that it is in line with National Credit Act.
- Auditing Team's quality calls to ensure fair Customers treatment (TCF).
- Providing leadership, coaching, guidance, and support to the Team Members.
- Recruiting and training new staff members.
- Preparing daily and monthly reports.
- Identify and recommend training and coaching programs.
- Documenting Omni System SOP for the Department.
- Documenting internal processes and inductions.
- Conducting training on the new OMNI channel systems & products.
- Conducting presentations and communicating information to Team Members.
- Reason for leaving: Retrenched.
Acting Manager for Employment Verifications Contact Centre
African Bank
02.2018 - 03.2020
- Managing day-to-day operations of the call center (Credit assessment & Verifications Department).
- Ensuring support is provided between Employment verification Team and Credit validations Team to meet sales target.
- Auditing Team Leaders month ends reports & Teams KRA's.
- Identifying and recommending training needs for Team members.
- Ensuring that credit policies are adhered to.
- Managing overall daily and monthly productivity.
- Managing employees' daily attendance.
- Managing budget costs.
- Auditing and authorizing monthly incentive payments.
- Auditing and authorizing staff overtime payments.
- Documenting of Department standard operating procedures.
- Documenting internal processes & inductions.
- Conducting change management.
Customer Contact Center Acting Supervisor
African Bank
05.2013 - 03.2014
- Managing team productivity of 15 Temporary Agents.
- Providing support and coaching.
- Developing Teams KPI's and performance development.
- Prioritizing and controlling the workload of a Team ensuring that targets are met.
- Managing hourly service level (SLA).
- Managing system issues (slow responses, off-line) and liaising with IT to ensure effective resolution.
- Assisting with escalated queries that require urgent resolution.
- Managing published roster & leave planning.
- General Admin & filing.
- Supporting internal Customers (branches) with system issues and system navigation.
Customer Contact Centre Consultant
African Bank
01.2008 - 04.2013
- Assisting Customers with their loans and credit balance queries.
- Assisting Customers with ATM cards disputes.
- Issue out accounts' statements through email and telephonically.
- Stopping stolen and lost credit cards telephonically.
- Escalating queries for possible fraud.
- Closing of accounts.
- Reconciling of accounts.
- Escalating requests for refunds.
Inbound Customer Service Temporal Team Lead
African Bank
11.2011 - 03.2012
- Monitoring daily Team performance.
- Monitoring daily stats and service level (SLA).
- Monitoring quality of service provided to the Customers (TCF).
- Ensuring that issues of most concern to customers are escalated customer complaints.
- Resolving queries that are out of turnaround time.
- Handling Customer's complaints & irate Customers telephonically.
- Handling Customers accounts closures & refunds.
Education
Higher Certificate - Management Development Programme
Milpark Education
Higher Certificate - Basic Project Management
University of South Africa
National Certificate - Contact Centre Operations
I Fundi
National Diploma - Operations Management
University of Johannesburg
National Senior Certificate - undefined
Setswakgosing High School
Skills
Work well under pressure
Excellent communication
Pay attention to details
Work well in a team
Interpersonal skills
Problem solving
Self-motivated
Leadership
Planning and organizing
Competent in Microsoft Office tools
Telephone etiquette
Customer service
Computer literate
Administration
Report writing
Training And Development
- Certificate in Enterprise Resources Planning (ERP)
- Certificate in Treating Customers Fairly
- Certificate in National Credit Act
- Certificate in Anti Money Laundering
- Certificate in Methods of Time Management
- Emotional Intelligence
- MS Excel Advanced Course Certificate
Timeline
Group Schemes Administrator (Long-Term Insurance)
King Price Insurance
04.2022 - Current
Acting Manager for Employment Verifications Contact Centre
African Bank
02.2018 - 03.2020
Customer Contact Centre Supervisor
African Bank
04.2014 - 01.2021
Customer Contact Center Acting Supervisor
African Bank
05.2013 - 03.2014
Inbound Customer Service Temporal Team Lead
African Bank
11.2011 - 03.2012
Customer Contact Centre Consultant
African Bank
01.2008 - 04.2013
Higher Certificate - Basic Project Management
University of South Africa
National Certificate - Contact Centre Operations
I Fundi
National Diploma - Operations Management
University of Johannesburg
National Senior Certificate - undefined
Setswakgosing High School
Higher Certificate - Management Development Programme
Milpark Education