Razheenia Kretzchmar Koetaan

• Policy Changes
• Deliver exceptional customer service by interacting with advisors and direct clients and provide accurate information the first time. Make sure all requests are fully completed and all questions answered.
• Process servicing requests/Policy changes (risk investigation, wellness bonus processing, refunds processing (Compass and Lifestyle, UV1 and UV2) and authorising of compass and lifestyle refunds, loan repayments, absolute & collateral cessions, cession cancellations, add and remove cover/benefits, loan repayments, reinstatements, portfolio switches UV1 and UV2, premium relief/flexibility, premium skip, underwriting reviews, frequency changes, special debits, advice fee mandate UV1 and UV2, debit order changes (UV1 and UV2, beneficiary updates, cancellations, premium queries, policy document reprints, paid-ups, personality details updates, tax certificates, form requests, policy information request, service consultant changes, etc) within the turn around time
• Training on the stop order process
• Maintain a positive, empathetic and professional attitude towards customers and colleagues
• Resolve escalations/complaints within 2 hours
• Always maintain records of customer interactions and follow up to ensure satisfactory resolutions
• Work closely with our team, other teams and other departments to ensure that our customers have a seamless customer experience
• Participate in team meetings and contribute to the continues improvement of our customer service processes. Also participate in team activities
• Stay updated on product and services information
• Attend training sessions to hence product knowledge
• Share my skills and knowledge by training colleagues within our team and other teams
• Work as per the department plan
• Pass QA
• No financial losses or concessions due to negligence

SYSTEMS

• Compass LPB Production, Salesforce, Mainframe, Workflow, Horizon, Microsoft Teams, XDS, SRS, Blueprint Online, Keytax, Avaya

• New Business / Policy changes / Disbursements
• Was allocated a panel of advisors and broker consultants too look after
• Sales support (generate accurate new business quotations including special quotes within two hours)
• Facilitate and capture new business application
• Filing back scanning documents to ensure accurate record keeping
• Communicate and follow up on requirements until new business cases are issued
• Focus calls to the selected panel of advisors and broker consultants
• Attend 5 joint calls per quarter with business partners
• Allocation of new business to the department (Cape Town RIO) (rotation basis)
• Ensure all new business requirements are processed on a close off
• Process servicing requests/Policy changes (absolute & collateral cessions, cession cancellations, add and remove benefits, loan repayment, portfolio switches, premium relief, underwriting reviews, frequency changes, special debits, advice fee mandate, etc) within the turn around time
• Prioritise all commissionable servicing (Benefit increases, Reinstatements, Internal Schemes, Premium
  Flexibility servicing) within the turn around time
• Disbursements processing (Surrenders, advances, refunds, maturity proccessing, retirement withdrawals, , preserver/pension withdrawals), disbursement enquiries
• Authorise and release above mentioned disbursements/payments
• Assist walk-in-clients (on rotation basis)
• Attend to telephonic enquiries
• Resolving escalations in accordance with operational standards and provide principle of remarkable
  recovery improvement to clients to entrench the relationship
• Cost management as per agreed engagement plan and cost plan with manager
• Complete all mandatory assessment for Legislation and Product each year
• Providing peer and on the job training and support as per structured training
• Build robust relationship with HQ stakehoulders (underwriting, Finance ReAllocations, UV2, GMS etc)
• End to end processing and cabinets

• Information's (Including new business and servicing quotations)
• Policy changes/endorsements
• Disbursements/Payments (Surrender, advances, retirement withdrawals, preserver withdrawals, redemption withdrawals, immigration withdrawals, transfers)
• Commission queries with advisors
• Administration of contributions
• Buddy training
• Customer service orientation
• Process servicing requests
• Interactions with other departments
• Relationship Management
• Assist walk-in-clients
• Attend to telephonic enquiries
• Resolving escalations
• Allocation of new business

Digital Department

• managing the loan application process from the initial enquiry (phone call or digital enquiry), to the final approval.
• Evaluate the loan application and provide guidance to customers while ensuring that all regulatory and company standards are met
• Verify customer information
• Explained very technical financial information to applicants in easy to understand language.
• Provide clear, accurate and timely information to customers regarding their loan status and next steps
• When communicating decision to customer, provide explanations and alternative solutions if necessary
• Effectively managed time and resources to maintain a high level of productivity while ensuring attention to detail in every aspect of the loan process.
• Maintain accurate records of all loan transaction and customer interactions in the CRM system
• Work closely with other departments to ensure a seamless customer experience
• Participate in team meetings and contribute to process improvements

Peer Educator for four Schools (three primary and one secondary school)

• Promote educational programme to schools
• Support student learning and foster positive educational environment
• Mentor learners, facilitate workshops and provide support to enhance academic and personal development
• Acted as liason between students and educational staff and promote engagement and success.
• Maintained thorough records of all sessions, ensuring accurate data collection for future analysis and program improvements.
• Boosted student engagement by creating relatable and relevant discussion topics for peer education sessions.
• Conducted thorough research on various subjects to create accurate, informative materials for educational purposes.
• Served as a positive role model for students by maintaining high standards of professionalism, ethics, and personal conduct at all times.
• Empowered students through knowledge sharing on critical life skills such as stress management, time management, and conflict resolution techniques.
• Supported students with helpful study habits and exam strategies.
• Helped peers build self-confidence and motivation by providing positive reinforcement and feedback.
• Conducted group tutoring sessions to help students engage active learning and critical thinking skills.
• Encouraged peers to take ownership of learning by taking responsibility for own progress.
• Worked with staff members and teachers to design comprehensive and individualized plans to optimize student education.
• Established safe and inclusive environment for open dialogue on sensitive issues, fostering mutual understanding and respect among students.
• Increased retention rates among peers through consistent follow-up and personalized support.
• Promoted a culture of continuous improvement within the Peer Education program by regularly sharing best practices with colleagues.
• Adapted teaching methods according to individual learning styles, ensuring each participant fully understood content being covered during sessions.