Summary
Overview
Work History
Education
Skills
Training And Development
Timeline
Generic

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

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

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Masego Gracious BengGroup Schemes Administrator