Rolene Solomons

• Handle telephonic enquiries from the Client Care Representatives, which included taking over complex and complaint calls at times from clients/intermediaries

• Provide assistance to agents in Skillset 8, Skillset 5,

Skillset 6 and also on GB skillset when required

• In addition to these above mentioned skillets, provide assistance to the mail centre agents in the event

of more complex queries and processes

• Offer product information to clients and intermediaries

• Handling of large payments exceeding R5million

• Handle complaints from brokers/advisors/clients and

resolve as far as possible

• Coaching and mentoring to mail and call centre agents

telephonically and in writing (to provide support and build their knowledge)

• Provide support to Business Analyst for investigation of cases logged with IT for payments done/still to be done due to a delay of fund declarations

• Investigate and offer solutions on cases that are complex and needed a senior's approval/input

• Provided assistance to Training department where required

• Assist with complex cases relating to legislation, for example FICA/PDD.

• Assist with fraud investigations for Management/Finance Operations manager/Forensics/Complaints department in the event that additional information is required that can be provided by the Specialist team

• Investigate reported POPIA breaches to determine their validity

•Built strong relationships with clients, consistently exceeding their expectations with quality service

· Payments of NON-Retirement Annuity terminations/loans/partial cash withdrawals and maturities

· Refund payments

· Internal transfer payment of plans

· Cancellation of cessions

· Debt calculations for interest and late payment

· Cancellation and implementation of debit orders

· Check quality and validity in accordance to standard procedure

· Manage relationships with internal departments, resolve and route queries effectively

· Ensure all processing is done within the service level agreement

· Providing clients/ brokers with superior levels of service

· Verifying signatures and identity documents as per Fraud Prevention

· Processing journals on policy records

· Amend policy records and update client information

· Creating leads for intermediaries

· Accurate and timorous administration and processing of client requests

· Ensuring that all FICA requirements are complied with (where relevant)

· Confirming receipt of instructions with clients

· Ensure enquiries are accurately communicated to the client and handled professionally

· Doing the administration for the Jockey Roles in our team/day to day administration

· Handling various ad-hoc projects.

· Assisting clients with queries in the Client Help Office at Head Office