Nothando Ngidi
Durban
Summary
Dedicated and detail-oriented Claims Administrator with experience in death-in-service claims processing, beneficiary communication, and compliance within the financial services sector. Skilled in assessing and investigating claims, preparing detailed reports for trustees, and ensuring timely payouts in line with fund policies and regulations. Strong ability to liaise with internal departments, beneficiaries, and stakeholders while maintaining exceptional client service and adherence to Service Level Agreements (SLAs). Proactive problem-solver with excellent organizational and analytical skills, committed to delivering accurate and efficient claims administration to enhance operational effectiveness and client satisfaction.
Knowledgeable Customer Service Consultant experienced serving customers' needs and cross-selling company offerings. Offer exceptional support by staying current on company policies and asking targeted questions to quickly get to root of issues. Successful at consistently exceeding performance targets.
Overview
14
14
years of professional experience
1
1
Certification
2
2
Languages
Work History
Customer Service Consultant
Momentum Corporate
08.2023 - Current
- Engage and liaise with Employers, beneficiaries, and relevant stakeholders (friends, colleagues, neighbors, etc. of the deceased) to clarify details regarding the deceased on death claims allocated for investigation.
- Conduct both telephonic engagements and physical visits to families to investigate and verify information provided by claimants.
- Assist and ensure that claimants have filled in all documentation and provided all necessary supporting documentation.
- Assist and follow up with beneficiaries and relevant stakeholders (friends, colleagues, neighbor’s, etc. of the deceased) on outstanding information required for the investigation of death claims.
- Detailed update of the death claims control and system notes’ weekly to advise on the status of all death case investigations allocated.
- Conduct quality assessment on claim documentation to ensure that they are complete, accurate and in compliance with the Fund Rules and applicable and relevant processes.
- Complete death case file, once approved at the Disposal of Death Benefit Committee (or Board of Trustees/Fund) must be consolidated and uploaded to the Benchmark system in accordance with the applicable business processes (e.g., signed resolution, certified death certificate, etc.).
- Complete and package all beneficiary details individually in accordance with the applicable checklists and disburse in accordance with business processes to the Benchmark system.
- Liaise with internal departments for documentation related to a death in service claim form, death claim form.) to ensure that the claim is investigated within agreed service.
- Prepare detailed summary report per death case for presentation at the Disposal of Death Benefit Committee (or Board of Trustees/Fund) monthly
- Prepare, distribute, explain, and follow up with beneficiaries on allocation letters and payment instructions from beneficiaries to whom benefits were allocated in line with Fund specific monetary guidelines and timeliness stipulated in the allocation letter.
- Maintain consistent service delivery in accordance with client Service Level Agreements to ensure client retention, satisfaction and to maximise client experience and influence.
- Positively by dealing with client requests in a competent, efficient, and professional manner.
- Provide relevant & accurate information to all members of funds under administration of MRA in Regional Office centres (both walk-in and telephone enquiries).
- Provide first time resolutions on client queries (members’, beneficiaries, employers, etc.), or if not, investigate client queries and provide feedback within agreed time frames. If you cannot resolve, escalate to senior prior to agreed response timeframe or manage response expectation to client.
- Taking ownership of queries and ensuring they are resolved timeously and effectively.
- Maintain a register of queries received, the type of queries, Fund related to and the details of the enquirer on the platform and format provided and communicate this weekly to management.
- Maintain Fund- and broad product knowledge to respond to customer queries effectively and accurately as well as for considerations with death case investigations (e.g., GLA multiple/s, etc) and for member education sessions.
- Conduct member education sessions (e.g., Inductions, Employer Wellness Days, pre-retirement presentations etc.) to create awareness of the various features and processes associated with the Fund.
- Keeping abreast of all requirements of the retirement industry as set out by the FSCA and the relevant legislation. Maintain Fund- and broad product knowledge to respond to customer queries effectively and accurately as well as for considerations with death case investigations (e.g., GLA multiple/s, etc) and for member education sessions.
- Conduct member education sessions (e.g., inductions, Employer Wellness Days, pre-retirement presentations etc.) to create awareness of the various features and processes associated with the fund.
- Manage the office/s under jurisdiction by ensuring that networks and telephony are working, consumables are replenished, and the office/s are operational.
Underwriting Administrator
Momentum Corporate
09.2020 - 07.2023
- Keep abreast of product and industry knowledge to efficiently respond to member queries.
- Identify risks to the company and escalate accordingly.
- Take ownership of client queries and provide a first-time resolution to ensure client retention and satisfaction.
- Responsible for incoming client calls and following up to request outstanding client information.
- Receive and review underwriting documentation to ensure that they are complete and accurate.
- Follow up with clients on outstanding information.
- Process and underwriting process as per service level agreements with clients and submit monthly reports.
- Resolve and escalate client queries when necessary.
- Build and maintain relationships with clients and internal and external stakeholders.
- Deliver on service level agreements made with all clients and stakeholders in order to ensure client expectations are met.
- Make recommendations to improve client service and fair treatment of clients within area of responsibility.
- Participating in and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.
- Provide regular reports on delivery of services against agreed service level agreements and in terms of overall customer targets.
- Served as main point of contact for outside vendors, connecting with relevant personnel or department.
- Liaised directly with customers to meet needs and maintain satisfaction.
- Controlled electronic customer records, encompassing data entry and administrative functions related to billing and Accounts Receivable (AR).
- Managed client correspondence, order tracking and data communications.
- Identified data discrepancies through careful analysis, promptly researching issues for quick resolutions.
Customer Service Consultant
Metropolitan Life
08.2016 - 08.2020
- Handling all administrative tasks according to agreed standards and turnaround times.
- Make sure that orders to stop are coordinated and submitted by the necessary deadlines.
- Making use of client service interactions to improve client retention and repeat business activities.
- Accurately complete all administrative and reporting requirements within agreed time frame
- Ensuring accurate completion pf documentation as per SLA in order to meet client’s needs.
- Administer cash withdrawal or payment transactions.
- Providing effective, Efficient and professional service to all our clients and financial advisor’s both telephonically and through written correspondence.
- Provide authoritative expertise and advise to clients and stake holders.
- Manage client query processes and ensure that queries are tracked and resolved.
- Assisted customers with product-related questions, feedback and complaints.
- Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
- Assist support advisors, sales managers, and branch managers with necessary technological support such as system application/access and addressing any technological issues or inquiries.
Quality Assessor
Metropolitan life
05.2012 - 07.2016
- Created training materials and operating manuals to provide didactical guide and clear instructions of quality assurance.
- Responsible for verification of Funeral and accidental plan covers.
- Listen to sales calls to pick up any discrepancies.
- Confirm consistent quality and compliance checks are maintained.
- Client’s data into the excel spreadsheet.
- Ensure adherence to compliance checks is maintained.
- Convey sales applications back to agent if there are errors.
- Minimize risk to retention by ensuring:
- Correct addresses and banking details are supplied.
- Raise and address trends by Financial Advisors to Team leaders.
- After sale services: Calling client to find out if they understand and are happy about the policy, confirming client’s details over the phone.
- Investigate client’s queries within the agreed service level and ensure that client receives timeous feedback.
- Provide accurate information and advice to clients and stakeholders in order to ensure that the client receives the appropriate services.
- Assessed completed batch records, evaluating successes and highlighting areas requiring quality improvements.
Education
Bachelor - Corporate Communication
Mancosa
Higher Certificate - Marketing Management
Northlink College
Certificate - Regulatory Examinations
High School - undefined
Nqabakazulu Comprehensive High School
Skills
Computer Literacy-MS Word, Excel and PowerPoint
People and telephony skills
Problem solving skills
Ability to work under pressure
Planning and organizing skills
Attention to detail
Service Orientation
Complaint handling
Call center experience
Inbound call management
Customer acquisition
CRM software
Investment product sales
Administrative support
Data entry
Service upselling
Customer relations
Complaint resolution
Critical thinking
Active listening
Accomplishments
- Conflict Resolution - Accountable for managing customer account inquiries, accurately delivering information to ensure the resolution of product/service issues and customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Nominated as top performer for the quarter year in 2025 and 2026.
Certification
- Brilliant Business Writing Skills Training
Timeline
- Brilliant Business Writing Skills Training
07-2026
Customer Service Consultant
Momentum Corporate
08.2023 - Current
Underwriting Administrator
Momentum Corporate
09.2020 - 07.2023
Customer Service Consultant
Metropolitan Life
08.2016 - 08.2020
Quality Assessor
Metropolitan life
05.2012 - 07.2016
Higher Certificate - Marketing Management
Northlink College
Certificate - Regulatory Examinations
High School - undefined
Nqabakazulu Comprehensive High School
Bachelor - Corporate Communication
Mancosa