Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Nosipho Madondo

Client/Broker service consultant
Johannesburg

Summary

Dynamic Client/Broker Service Consultant with over 7 years of experience in the short-term insurance industry, complemented by an RE5 certification and 186 FAIS credits. Expertise includes client services and claims management in both personal and commercial lines, supported by a solid foundation of over 20 CPD points. Proven ability to enhance service delivery while fostering professional relationships that drive profitability and business results. Current leadership roles provide further preparation for seamless integration into a forward-thinking company, ready to contribute to its success.

Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.

Overview

11
11
years of professional experience
3
3
Languages

Work History

Senior Client Service Specialist

AON South Africa
Johannesburg
09.2022 - Current
  • Responsible client servicing in managing and co ordinating all related activities including building a client profile.
  • Take responsibility for ownership of tasks and problem relating to clients.
  • Negotiate cover and rates with on behalf of the client.
  • Responsible for recording all claims across affinity and assisting Commercial /Retail claims.
  • Responsible for maintaining an email calendar.
  • Responsible for complaint dealings with the client
  • Responsible for general administrative and ad hoc duties that may be requested from management from time to time.
  • Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer's needs.
  • Enhanced customer satisfaction by resolving issues promptly and professionally.
  • Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
  • Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
  • Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
  • Developed rapport with customers, fostering long-term relationships and repeat business.

Client/Broker Service Consultant

Discovery Insure
Johannesburg
01.2016 - 03.2022
  • Answering inbound calls meticulously and professionally
  • Provided excellent customer service and achieved a high rate of client satisfaction and retention.
  • Dealing with the highest point of escalated queries
  • Manage all queries through to resolution Co-ordination of own administration Maintaining accurate details and statistics of all queries.
  • Working according to set targets Investigate service-related complaints and seek resolutions.
  • Providing product information to all Discovery Insure clients in line with standards and protocols.
  • Ownership and accountability of all telephonic and written queries
  • Communicating outcomes to complainants verbally and in writing
  • Processing online service quotes Processing service changes/admin online and over billing periods
  • Identifying and proposing solutions to process and service-related failures
  • Ensuring resolution to first time queries. Achievement of turn-around time (TAT, Teamwork, self-management and alignment with Discovery values.
  • Effectively communicated complex information to clients.
  • Met with management and appropriate staff to understand their requirements.
  • Formulated plans to adjust where needed.
  • Achievements within the role.
  • 2IC role to my team leader.
  • Manage 10 other consultants.
  • Complete monthly quality assurance for the team
  • Take on high level escalations.
  • Be responsible for the team when management is not available.
  • Beyond consultant (top achiever in 4 consecutive months)
  • Managed clients'' financial portfolios with a focus on risk management and diversification for optimal returns.
  • Negotiated favorable terms for clients during transactions, maximizing their profits in both buying and selling scenarios.
  • Completed training programs to remain updated and further develop proficiency of important industry information.
  • Recorded supporting documentation for phone calls and written correspondence.
  • Answered inquiries and provided information to sales representatives, distributed appropriate paperwork, and fulfilled quote requests to deliver excellent customer support.

Short Term Insurance Learnership

Discovery Corporation
Johannesburg
01.2015 - 12.2015
  • The FAIS Act regulates the rendering of financial advisory and intermediary services to clients. The Act’s main objectives are to protect the interests of consumers and to professionalize the financial services industry. Gained workplace experience in the Discovery Financial Services Industry and Short-Term Insurance Interact with Customers respond to client’s correspondence explain Discovery Products and Services. Developed and implemented company policies and codes that supported long-term and short-term goals.
  • Self-motivated, with a strong sense of personal responsibility.
  • Excellent communication skills, both verbal and written.
  • Proven ability to learn quickly and adapt to new situations.
  • Skilled at working independently and collaboratively in a team environment.
  • Worked well in a team setting, providing support and guidance.
  • Passionate about learning and committed to continual improvement.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Worked effectively in fast-paced environments.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Strengthened communication skills through regular interactions with others.
  • Paid attention to detail while completing assignments.

Education

Post Graduate Diploma in Risk Management - Risk Management

Milpark
Johannesburg, South Africa
04.2001 -

Bachelor of Commerce - Human Resource Management

Regent Business School
Durban
12.2023

Regulatory Exam 5 Certificate -

Moonstone
Johannesburg
08.2019

Certificate - Short Term Insurance (Personal Lines)

Integrity Academy
Johannesburg
04.2018

Certificate - FAIS

African Resources Training Group (ARTG)
Johannesburg
12.2015

BA Degree - Humanities

University of Johannesburg
Johannesburg
12.2014

Senior certificate -

Dundee High School
Dundee
12.2010

Skills

Adaptability

Customer order management

Customer relationship management (CRM)

Call center experience

Regulatory compliance

Senior leadership support

Ability to Multitask

Fast Learner

Leadership Skills

Customer service

Complaint resolution

Excellent written and oral communication

Customer relations

References

  • Zothile, Hlatshwayo, Former Team Lead, 0792250746, Discovery Insure
  • Carol, Lamprecht, Caroll@discovery.co.za, 0826865086, Discovery
  • Njabulo Mwali,0820782944,Njabulomwali@gmail.com,PrimeReason

Timeline

Senior Client Service Specialist

AON South Africa
09.2022 - Current

Client/Broker Service Consultant

Discovery Insure
01.2016 - 03.2022

Short Term Insurance Learnership

Discovery Corporation
01.2015 - 12.2015

Post Graduate Diploma in Risk Management - Risk Management

Milpark
04.2001 -

Bachelor of Commerce - Human Resource Management

Regent Business School

Regulatory Exam 5 Certificate -

Moonstone

Certificate - Short Term Insurance (Personal Lines)

Integrity Academy

Certificate - FAIS

African Resources Training Group (ARTG)

BA Degree - Humanities

University of Johannesburg

Senior certificate -

Dundee High School

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Nosipho MadondoClient/Broker service consultant