Nonhlanhla Portia Thusi
Glenwood
Summary
Complaints resolution professional with track record of managing conflict and enhancing customer satisfaction. Skilled in handling complex issues and providing timely solutions. Known for strong team collaboration and adaptability, ensuring reliable support in dynamic environments.
Professional with experience in managing and resolving customer complaints. Skilled in conflict resolution, communication, and problem-solving. Focused on team collaboration and achieving results. Adaptable and reliable with strong commitment to delivering high-quality outcomes.
Overview
20
20
years of professional experience
1
1
Certificate
Work History
Complaints Officer
Nedbank Insurance
06.2022 - 03.2024
- Contribute to a culture conducive to the achievement of transformation goals by participating in Nedbank Culture building initiatives
- Participate and support corporate responsibility initiatives for the achievement of business strategy
- Seek opportunities to improve business processes and systems by identifying and recommending effective ways to operate and adding value to Nedbank.
- Ensure reports / dashboards are produced timeously via monthly feedback to internal stakeholders.
- Ensure early detection of issues and reporting thereof to internal and external stakeholders.
- Log and record all complaints and errors into the client complaints system and ensure all complaints and errors are addressed within the turnaround standards.
- Ensure efficient resolution of non-standard client complaints through liaising with appropriate personnel internally and externally.
- Provide input and liaise with clients; institutions; managers and staff to resolve client complaints effectively (in line with Treating clients Fairly legislation).
- Ensure that response to client complaints are documented and formally closed out within the turnaround standards.
- Ensure compliance with changes in regulation, business process and group complaints reporting.
- Continuously review the current complaints management process for improvement and make necessary recommendations to relevant stakeholders.
- Ensure efficient and optimum resolution of complaints by investigation, communication, and collaboration with internal and external vendors.
- Facilitate monthly complaint resolution committee meetings.
- Provide feedback and recommendations back to business which have been highlighted through the complaint resolution i.e. system changes; forms and policy amendments.
- Effectively investigate and resolve complex queries perform an audit of current client data and identify key data fields that need to be updated to meet business requirements.
- Regulatory risk management and client service) Perform data integrity (i.e. ensure that data is accurate and relevant) specific to certain campaigns/projects.
- Communicate with clients to obtain and record their updated personal information.
- Manage various campaigns to enhance the integrity and completeness of the client data base.
- Produce dashboards and MIS to track the status of the client data base.
- Find innovative ways of maintaining and improving the client data base.
- Support the achievement of the business strategy; objectives and values by reviewing Nedbank and Business Unit Plan and ensuring delivered systems; process; services and solutions are aligned.
- Identify training courses and career progression for self through input and feedback from management.
- Ensure all personal development plan activities are completed within specified timeframe.
- Share knowledge and industry trends with team and stakeholders during formal and informal interaction.
- Obtain buy-in for developing new and/or enhanced processes (eg: operational processes) that will improve the functioning of stakeholders' businesses by highlighting benefits in support of the implementation of recommendations.
- Reason for leaving: personal reasons relating to my mental health
Claims assessor
Nedbank Insurance
03.2013 - 06.2022
- Request original certified copies of ID, death certificates, retrenchment details as required.
- Validate details on receipt of documents and conform retrenchment details
- Ensure that details match policies. Clear up discrepancies
- Input all information on system and request outstanding client requirements where necessary
- Extract relevant information and summarise where necessary.
- Gather information where necessary. If sufficient, make decision. If not, request additional information.
- Liaison Interface with companies/employers, executors, Nedbank, external banks and claimants to gather information relating to the claim.
- Make final decision based on findings. Substantiate final decision on Synopsis Sheets and electronic comments. Present for authorisation and payment Internal Process.
- Administration Create files in correct order.
- Assess and finalize complaints.
- Written communication to clients.
- Telephonic queries.
- Resolving of customer complaints
- Applying TCF rule when attending to client queries
- Respond to complaints within stipulated SLA
- Reason for leaving: career growth
Customer service Consultant
Metropolitan
02.2008 - 02.2013
- Assessing, processing and payment of death, and maturity claims
- Assessing, processing and payment of loans and Partial surrenders
- Referral of suspicious claims to Forensic department for further investigation
- Follow up on pending cases
- Handling of complaints from walk in clients as well as telephonic
- General Administration
- Customer Service
- Reason for leaving: Personal Growth
Receptionist
Metropolitan Odyssey
07.2004 - 01.2008
- Liaising telephonically with the Clients
- Releasing and Distribution of Consultant Stats: i.e., lapses Dealing with clients visiting the office
- Notifying Brokers and their attending consultants of lapses
- Sort out incoming and outgoing post
- Assist with ordering of stationery and paying of company accounts
- Taking down of meeting minutes
- Advising clients of documents required for claims, loans, and debit order re-instatements
- Sorting of Branch Manager Diary
- Travelling arrangements
- Reason for leaving: Personal Growth
Education
LLB Degree - Law
UNISA
Grade 12 - Matric
Seatides Combined High School
01.2002
No Degree - Travel Ad Tourism Management
Academy of Business And Computer Studies
Durban03-2004
Skills
- Written and Verbal
- Handling of Complaints
- Presentation
- Negotiation
- Report writing
- Time management
- Conflict management Skills
- Customer service
- Assessment and Independent Decision making
- Claim investigation and decision making
- Attention to detail
- Patience and tolerance
- Trade policy
- Complaint analysis
- Teamwork
- Teamwork and collaboration
Accomplishments
- Vice President of Education of Toast Masters International for 2022
- IIKZN Educational Council member - 2022 – 2023
- IIKZN Social Committee Chairperson – 2023
- Ambassador for mental health and voice of the voiceless - 2019 - Current
Certification
- UNISA: 6 months short course in Customer Service management
- SpecCon (Online Course): Certificate in Conflict Management
- Linkedin Learning (Online course): Communicate to Influence
- Udemy (Online Course): Handling Difficult Conversations
- Allison (Online Course): Risk management Diploma
Languages
Home Language: IsiZulu
Other languages: English, Xhosa and Afrikaans (read and write)
Timeline
Complaints Officer
Nedbank Insurance
06.2022 - 03.2024
Claims assessor
Nedbank Insurance
03.2013 - 06.2022
Customer service Consultant
Metropolitan
02.2008 - 02.2013
Receptionist
Metropolitan Odyssey
07.2004 - 01.2008
Grade 12 - Matric
Seatides Combined High School
LLB Degree - Law
UNISA
No Degree - Travel Ad Tourism Management
Academy of Business And Computer Studies
Academy of Business and Computer Studies
Travel and Tourism Management Diploma
References
- Siphiwe, Zondo, Mr, 031 820 5961, Position: Claims Team Leader, Department: Claims
- Lee, Loeve, 031 820 5929, Position: Quality Assurance, Department: Quality Assurer
- Charlene, Naidoo, 031 820 5946, Position: Complaints Officer
Academy of Business and Computer Studies
Travel and Tourism Management Diploma