Petunia Lerato Tsuari

Job Description

Perform all front office requirements management actions on all non-referred Third-Party claims, ensuring all relevant information is obtained from client or broker, and relevant parties, to enable optimization of recoveries.

• Review all claims with subrogation potential for possible identification of third-party recovery, while providing superior customer experience.
• Gather information, working towards ensuring the correct decision is made with consideration to referring the claim for further merit handling.
• Keep record of claims referred and provide fortnightly feedback to management.
• Identify potential fraudulent cases and refer these to the relevant in-house teams.
• Ensure comprehensive information is obtained from client, broker and third parties to increase chances of recovery.
• Manage and own the customer experience for all clients and brokers, including third parties to meet SLA.
• Evaluate all claims received to prevent possible leakage to the company.
• Provide feedback to relevant teams where gaps are identified regarding quality, processes, and optimize OMI to collect the right information up-front.
• Handle and resolve complex technical cases or referrals.

Service delivery to ensure customer satisfaction

• Maintain service, quality, and desired outputs within a specific functional process through ensuring compliance to tactical policies, procedures, and standards.
• Establish productive operational relationships with key stakeholders in the various channels and administrative teams.
• Develop work routines in line with operational plans / schedules to manage achievement of service delivery goals.
• Share knowledge and participate in the creation of new standards, control systems and procedures to maintain service delivery.

Cost control and governance adherence

• Proactively ensure use of time and resources in line with policies and procedures.
• Comply with corporate governance policies, procedures, and standards.
• Operate within agreed mandates.

Quality people practices

• Align own Behavior with the organization culture and values.
• Share and transfer product, process, and systems knowledge to colleagues.
• Ensure achievement of own performance objectives.
• Actively share information with other team members regarding successes, issues, trends, and ideas.
• Actively participate in own professional development and career path.
• Actively promote a culture of learning and high-performance culture amongst team members.

Responsible for handling banking and payment transactions for 3rd party recoveries and liabilities. Verifying information through supporting documents and negotiating 3rd party recoveries. Handling & maintaining financial data transactions. Awareness on various types of claims.

• Overall responsibility of following up with relevant parties for prompt recoveries.
• Processing of accounts payable, accounts receivable, invoices, bank receipts and refunds.
• Completing and verifying standard transactions to ensure timely payments are met.
• Verifying the payment amount booked by FNOL / Back Office or Assessing team with the supporting invoices.
• Co-ordinating the handling & channelizing of difficult and/or unusual situations in recovery processing.
• Closing of claim post verification that no further action required on case.
• Responsible for Handling Payment Transactions.
• Verifying information through supporting documents, invoices, and outbound calls.
• Handling & maintaining financial data transactions. Awareness on various types of claims
• Overall responsibility of booking the payment transactions.
• Completing and verifying standard transactions to ensure timely payments are met.
• Banking Management
• Verify Banking Details.
• Prepare payments file on successful recovery.

• Produce, update, and provide best practice support to customers on the claims administration process and other departmental systems, in line with claims policy, rules and SLAs
• Respond to routine requests using telephonic conversation or emails (internal and external)
• Capture non-motor claims i.e., enter claims information into database systems
• Analyze claim and confirm cover
• Followed up with customers on unresolved issues.
• Conducted full claim investigations and reported updates and legal actions.
• Escalated files with significant indemnity exposure to supervisor for further investigation.
• Transmit claims for further investigation
• Contact insured or other involved persons to obtain missing information
• Draft rejection letter if claim rejected
• Appoint assessors, plumbers & security guards when required
• Settle claims within mandate
• Finalize claims and communicate the outcome to the customer
• Recover 3rd party claims

• Claim registration
• Providing support to policy holders, clients, and brokers to ensure that they receive exceptional customer care and support while dealing with claims and enquiries
• Registration of claim and validate all mandatory information on all systems accurately
• Identify claim types to ensure they are Fast-tracked to appropriate teams and suppliers
• Identify cases where we have reasons to consider further investigation relating to fraud or causation
• Validating claims against policy information to ensure Indemnity verified
• Recover 3rd party claims
• Identifying the most appropriate repair method and instructing the relevant repair specialist
• Applying standard reserves upon notification of incident for own damage and 3rd Party in accordance with the reserving criteria
• Generate panelbeaters options via Audatex
• Followed up with customers on unresolved issues.
• Escalated files with significant indemnity exposure to supervisor for further investigation.
• Conducted full claim investigations and reported updates and legal actions.
• Arrange car hire on Non-Drivable Vehicle Claims
• Motor Fast Track
• Follow up with supplier, Repair invoices, Invoice such as external assessors’ fees
• Ensure claims are correctly rejected in accordance with our policy wording.

• Those general duties as are consistent with the role of a manager. Report to and take instructions from the Board of Directors, or any Director appointed to oversee this division of the Employer. Effectively manage projects, and all other reasonable duties as allocated from time to time by the employer or its authorized representatives.
• Personal Assistant to a Managing Director and National Security Director, manages their diary. Plays gatekeeper for the executive’s team, ensure schedule is followed and respected.
• Company Receptionist, oversee smooth running of the office.
• Manage, in the fullest sense of the meaning, all other employees of the Employer as directed, implementing company policies, and ensuring employee compliance.
• Promote, and market and grow the business of the Employer.
• Effectively manage client relationships
• Oversee company access control, programming of remote control and maintenance.
• Work closely with the Technical Manager and Control room manager.
• Evaluated employee records and productivity and submitted evaluation reports.
• Updated reports, managed accounts, and generated reports for company database.
• Coordinated special projects and managed schedules.
• Managed office operations while scheduling appointments for department managers.
• Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
• Controlled finances to lower costs and keep business operating within budget.
• Improved safety procedures to promote employee well-being and safety and protect company from potential liability.
• Delivered performance reviews, recommending additional training or advancements.
• Developed and maintained successful relationships with vendors, suppliers and contractors.
• Reported to senior management on organizational performance and progress toward goals.
• Created, maintained and updated filing systems for paper and electronic documents.
• Established team priorities, maintained schedules and monitored performance.
• Leveraged data and analytics to make informed decisions and drive business improvements.
• Identified and communicated customer needs to supply chain capacity and quality teams.

Executive Assistant duties

• Responsible for organizing and coordinating office operations and procedures in to ensure organizational effectiveness and efficiency
• Provided multifaceted services to career professionals by running errands, managing mail, scheduling appointments, and arranging transportation.
• Coordinated international and domestic travel logistics including flight itineraries, hotel reservations and car services.

Security Administration

• Used discretion when handling confidential information.
• Oversee entire company access control system. Do audits access control systems.
• Design access staff cards for the entire company national.
• Staff screening, perform credit, criminal record, and Qualification check for employee on behalf of the company and Gambling Board.

Customer Service

• Act as a first point of contact by representing the company in a positive manner. Act as the first point of contact for visitors and guests. Maintain office space to present an inviting atmosphere.
• Answering customer questions regarding services, taking ownership for queries from first contact to resolution
• Served as point of contact between clients and managerial staff.
• Communicated with internal departments, vendors and contractors to discuss schedules, project requirements and upcoming appointments.

Security & General administration

• Maintain Security Companies Contracts, ensure security companies are complying
• Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
• Assists with posting of security guards and oversee security guards’ compliance.
• Prepare weekly and monthly reports
• Responsible to oversee departmental confidential security records
• Secretarial functions, typing of memos, taking minutes during meetings, travelling and accommodation arrangements
• Ensure that all records are stored and maintained.
• Ensure confidentiality in security related documents.
• Participate and assist in the running of projects as when required
• To effectively, have rendered, a good customer service to all internal staff and external stakeholders on a continuous daily basis
• Maintain employee records; ensure successful orientation of new employees into the sub directorate.

Procurement & Financial Auxiliary Services

• Organized and coordinated conferences and monthly meetings.
• Processed travel expenses and reimbursements for executive team and senior management group.
• Handled confidential and sensitive information with discretion and tact.
• Financial Administration i.e. budgeting, petty cash, and invoices
• Manage Assets and Asset inventory list
• Monitor process of requisition, capturing of Goods Receipt Voucher (GRV) on SAP R3.

Human Resource Auxiliary Services

• Administer Performance reviews (PMDS) quarterly and administer leave forms.
• Schedule and monitor the implementation of staff training with HR regarding policies/ Work methodology.
• Facilitated training and onboarding for incoming office staff.
• Answered high volume of phone calls and email inquiries.

• Compiling and typing of inventory list
• Bar coding of moveable assets
• Typing of submissions and reports
• Assist in asset verification of moveable assets
• Inspection of moveable assets
• Provided quality clerical support through data entry, document management, email correspondence, and overseeing operation of office equipment.
• Produced high-quality communications for internal and external use.
• Monitored office supplies and made arrangements for restocking of low-stock items.
• Maintained filing system and organized customer documents for easy retrieval of information.
• Purchased and maintained office supplies.
• Utilized office management software to record and track customer information.

• Handling Incoming calls; Local / Provincial / National Calls/ International calls
• Update Departmental telephone directory, keep Departmental notice board up to date
• Interact with client and staff in professional manner
• Rely messages in a timely manner to appropriate people and follow-up when necessary.
• Directed incoming calls to internal personnel and departments, routing to best-qualified department.
• Connected callers with appropriate professional, department, or business.
• Documented messages and forwarded to correct individual.
• Created and maintained company phone directory with current extensions and staff information.
• Trained and mentored new PBX operations employees.
• Announced important information and emergency notifications over PA system.
• Identified service improvement opportunities through call volume and performance reports.
• Maintained accurate records of calls placed and received.
• Followed up on customer inquiries to confirm issues were adequately addressed.
• Monitored call queues and worked quickly to answer and resolve inquiries within target timeframes.
• Resolved customer issues and complaints promptly and politely, upholding satisfaction.
• Assisted colleagues with achieving task requirements, aiding team productivity and performance.
• Maintained detailed customer call and inquiry logs for performance monitoring.