NAMBITHA NKIBI
Customer Relationship Manager (Complaints Assessor)
Summary
Dynamic Customer Relationship Manager at Old Mutual Limited with strong communication and analytical skills. Successfully championed a customer-centric culture, enhancing service quality and compliance. Expert in data analysis and problem-solving, driving process improvements that mitigated risks and elevated client satisfaction. Committed to fostering rewarding relationships and ensuring exceptional client service.
Overview
10
10
years of professional experience
Work History
Customer Relationship Manager
Old Mutual Limited
12.2018 - Current
- Tasked with the evaluating and assessment of financial advice provided by financial advisors to customers, ensuring compliance with legislative requirements and industry standards.
- Obtain intermediary statements and collect sale documents.
- Negotiate settlement offers with customers where possible.
- Ensure the timely and effective resolution of cases, maintaining a high level of confidentiality and impartiality.
- Identify systematic issues that hinder provision of excellent customer service and provide corrective measures
- Provide recommendations for process improvements to ensure ongoing compliance.
- Identify potential risks arising from complaints or financial errors and escalate issues that may impact the organisation’s reputation or compliance.
- Championed a customer-centric culture within the organization, leading by example through
empathetic engagement with complainants and proactive problem-solving abilities. - Maintain accurate records and outcomes.
Collaborate with Actuaries, Group Legal, Group Tax, Internal arbitrator and compliance to ensure a fair resolution and managing the organizational reputation risk associated with complaints.
Customer Service Agent
Old Mutual Limited
03.2015 - 11.2018
- Answering calls and emails from customers and assist with queries.
- Responsible for the administration and processing of documents including but not limited to, policy endorsements, existing business quotations, withdrawals.
- Ensure that documentation is completed accurately and correctly as per departmental guidelines in order to meet client needs.
- Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.
- Make recommendations to improve client service and fair treatment of clients within area of responsibility.
Education
Wealth Management NQF 5
INSETA
Cape Town04-2017
High School Diploma -
Dalindyebo High School
Mtata 04.2001 -
Skills
- Strong communication and interpersonal skills
- Problem-solving skills
- Analytical thinking
- Data Analysis
- Time Management & Organization
- Empathy & Emotional Intelligence
- Regulatory Knowledge
- Reporting
Timeline
Customer Relationship Manager
Old Mutual Limited
12.2018 - Current
Customer Service Agent
Old Mutual Limited
03.2015 - 11.2018
High School Diploma -
Dalindyebo High School
04.2001 -
Wealth Management NQF 5
INSETA
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