I am a highly motivated, confident individual with exceptional multi-tasking and organizational skills. I have an extensive experience in claim assessing, administration and customer service meaning I can come into any company and make a fast and immediate impact. My customer centric approach has ensured a fruitful relationship with various clients and has ensured a repeat business for my previous employers. I bring varied set of experience and organizational Intel from the companies I have worked at. Throughout my career I have demonstrated high level of commitment, professionalism in all that I do. I pride myself on my solid work ethics time management, and interpersonal skills.
Hi, I’m
Pansy Banetsi Makua
BCom Candidate
Cape Town
Summary
Overview
9
years of professional experience
1
Certification
Work History
Sanlam
Asset Management Consultant
05.2023 - 01.2025
Job overview
- Organization: Sanlam
- Division: Sanlam Corporate Product Support
- Responsibilities:
- Provide servicing and support on all portfolio products i.e. Preservation, Retirement Annuities, Pension/ Provident Fund, Savings, Unit Trust and Investment Products.
- Communicate with clients on the Sanlam Product Range in a courteous and professional manner creating a positive client experience.
- Build and maintain relationships with clients by answering queries directly on relevant correspondence and maintain all systems (including 3rd party administrator system) update with all notes.
- Support the Client Group by providing proactive communication on rejections and queries raised by 3rd party administrators on the Sanlam and offshore funds range.
- Collaboration and relationship management with internal and external stakeholders.
- Acting as the primary point of contact for all 3rd party clients on the Sanlam and offshore funds range.
- Skills:
- Family Wealth Management
- Independent Financial Advice
Sanlam
Section 37C Death Claims Specialist
02.2022 - 04.2023
Job overview
- Organization: Sanlam
- Division: Sanlam Retail Affluent
- Responsibilities:
- Dealing with Investments, Endowment, Retirement Annuities, Surrender claims, Non -Retirement Annuities and Funeral claims.
- Communicating decisions regarding the distribution of Fund proceeds.
- Assisting with claimant enquiries.
- Administration of death claim proceeds for reinvestment (Sanlam New Business and other companies).
- Recommendations regarding claim decisions (legality of claim, premium position, fraud and distribution of Fund proceeds) to team leader and make own recommendations.
- Compiling summaries for Legal Department where legal input required.
- Requesting information and/or calculations from Actuarial, Policy Renewals and Policy Instalments.
- Recommend allocations regarding Fund death benefit distributions by:
- (1) trace & identify dependants
- (2) equitable distribution among them
- (3) determine mode of payment and if payable to trust/guardian or direct to dependant.
- Preparation of Fund cases for Forum decision.
- Skills
- QLink- Bank Validation system, Masters web system, CLM Systems, Sentrix system, eIRP- Tax system and TransUnion system
Old Mutual Life Assurance
Employee Benefits Multi-Skilled Consultant
03.2020 - 01.2022
Job overview
- Organization: Old Mutual Life Assurance
- Division: Corporate and Administration Services
- Responsibilities:
- Deal with client enquiries via telephone inbound and outbound, email, and web-chat.
- First contact resolution of applicable queries/ transactions.
- Deals with first level escalations and complaints.
- Effectively manage customer expectations.
- Processing new and existing business on behalf of customers and advisors. Customer Service
- Initiates process and deals with client’s requests across different platforms while adhering to productivity standards.
- Deals with first line queries and escalates complex queries appropriately inbound and outbound
- Finalizes request at point of contact where possible. Personal effectiveness
- Conduct themselves in an ethical manner at all times.
- Individually accountable for managing own time, tasks and quality of output for periods of 1 day to a maximum of 3 months.
- Takes accountability for own performance, personal and career development.
- Improve knowledge and competencies by continual self-study and making use of learning opportunities available in the business.
- Converse with our customers in a way they fully understand and provide helpful solutions and products based on their needs and providing an exceptional customer experience.
- Always comply with procedures and processes contained in the relevant business guidelines and understand the risk associated with decisions.
- Demonstrates behavior in support of the organizational values.
- Takes accountability for own performance, personal and career development.
- Contribute to the overall effectiveness and success of the team.
- Maintain an ability to adapt to ever changing business and customer needs.
- Skills
- EMS Systems, S-Claims, Compass-AWD, EB-Tax systems, Omunet System and Hyphen-Bank validation System.
Old Mutual Life Assurance
Wealth Client Services & Operations Administrator
08.2019 - 03.2020
Job overview
- Organization: Old Mutual Life Assurance
- Division: Wealth Client Services & Operations
- Responsibilities:
- Continuously develop own expertise in terms of professional, industry and legislation knowledge.
- Prepare daily banking reconciliations
- Processing the buying and selling of shares and units.
- Deal with and resolve daily operational queries which may occur
- Validating and processing client and fund applications, redemptions, switches and transfers
- Reconciling accounting and stock positions to statements
- Assisting directly with clients, custodians, financial advisors and client relationship managers with enquiries
- Investigating language barrier claim payments
- Process quarterly distributions and annual tax statements
- Validating and processing client and fund applications, redemptions, switches and transfers
- Managing queries raised by policyholders, business partners and internal stakeholders in relation to claims.
- Assisting directly with clients, custodians, financial advisors and client relationship managers with enquiries.
- Skills
- Silica, Fund Express, Bizagi system, Astute and Hyphen- Bank Validation system.
Old Mutual Life Assurance
Group Schemes Administration
09.2019 - 12.2019
Job overview
- Organization: Old Mutual Life Assurance
- Division: Group Scheme Division
- Responsibilities:
- Administration Duties:
- Screen RMM Mass Retail Market Claims.
- Validate banking details.
- Process premium holiday request and lodge debit orders on Omunet systems.
- Update clients profile where requested
Hollard Life Insurance
Client Service Consultant
08.2017 - 12.2018
Job overview
- Organization: Hollard Life Insurance
- Division: Sales & Customer Service Agent (2YC)
- Responsibilities:
- Index requirements, emails and any data being received from a policyholder
- Facilitate enquiries received from policyholders
- Servicing all key stakeholders telephonically and via e-mail, as well as other servicing channels as required until the query has been resolved
- Processing funeral claims on Bizagi system.
- Take inbound and make outbound calls in accordance with predetermined schedule.
- Manage time and workloads to ensure deadlines and targets are met.
- Handle sales calls for new and renewal of existing business
- Register claims within 24 hours of receipt
- Identify claim scams or fraudulent activity and alert the responsible person following appropriate policies.
- Personally, liable to meet target.
- Responsible for processing requests received from policy holders, these include but not limited to cancellations, debit order updates, new policy documents.
- Identify claim scams or fraudulent activity and alert the responsible person following appropriate policies.
- Personally, liable to meet target.
- Responsible for processing requests received from policy holders, these include but not limited to cancellations, debit order updates, new policy documents.
- Skills:
- Bizagi system, Microsoft system and Silicon system
AVBOB
Sales Consultant
07.2016 - 07.2017
Job overview
- Division: Sales
- Responsibilities:
- Find new business opportunities and maintain a healthy pipeline for future deals
- Respond to new and current client base regarding complaints and service enquiries.
- Ensure that our brand values are reflected in all discussions
- Build a strong rapport with key stakeholders
- Maintain a healthy pipeline for future deals
- Maintain a pipeline of cold and warm leads to support the generation of new business
- Respond to incoming inquiries from Marketing communication (including newsletters, ads, and associated campaigns).
- Serve as the transition point for sales opportunities from the Marketing team to the Sales team
- Ensure that the Sales and Marketing teams have accurate data to work with
- Prepare all documents written proposals and presentations used during sales pitching
- Conduct one on one presentation with potential customers and selling customers different types of covers.
- Achieve the agreed upon weekly target.
Education
UnisaCape Town, Western Cape
Bachelors of Commerce from Economics
01.2026
University Overview
3rd year
SpecCon Holdings Pty LtdCape Town, Western Cape
Risk Management Certificate
09.2022
University Overview
Certificate
Mlokothwa High SchoolKZN
High School from Mathematics, English
11.2007
University Overview
matric
Skills
KEY COMPETENCIES:
Certification
Risk Management
Timeline
Asset Management Consultant
Sanlam
05.2023 - 01.2025
Risk Management
09-2022
Section 37C Death Claims Specialist
Sanlam
02.2022 - 04.2023
Employee Benefits Multi-Skilled Consultant
Old Mutual Life Assurance
03.2020 - 01.2022
Group Schemes Administration
Old Mutual Life Assurance
09.2019 - 12.2019
Wealth Client Services & Operations Administrator
Old Mutual Life Assurance
08.2019 - 03.2020
Client Service Consultant
Hollard Life Insurance
08.2017 - 12.2018
Sales Consultant
AVBOB
07.2016 - 07.2017
Unisa
Bachelors of Commerce from Economics
SpecCon Holdings Pty Ltd
Risk Management Certificate
Mlokothwa High School
High School from Mathematics, English