Samuel Sefako

· Review of all new, renewed and amended policy schedules for accuracy and completeness.

· Prepare reports on the quality of schedules submitted by each sale, client services and retentions consultants.

· Extract policy files, when required, download file requests and investigates missing files and other correspondence – download query calls and give feed back.

· Typing, changing, and controlling ALL quality documents.

Making sure that quality assurance is aligned with service standards within the operational environment

· Manage time and workloads to ensure that deadlines and targets are met.

· Measure and monitor service delivery compliance of team.

· Work as a team player, sharing necessary information and assisting other team members, where possible; take accountability for personally achieving set targets.

· Assisting with Coaching and Developing of Consultants / Feed Back.

· Also assisting the training department with roles play when necessary – New consultants.

· Coaching and developing of Consultants: Listening to Sales Calls – Listen to 3 calls per consultants.

· Develop and encourage strong teamwork.

· Share and transfer product, process, and systems knowledge to colleagues.

· Providing feed back to sales consultants.

· Review a range of calls for compliance purposes.

· Identify risk and compliance issues.

· Review issues detected with relevant role players.

· Ensuring the quality of all calls made based on benchmarks set by the Compliance Assistant and role players.

· Actively manage non-performance.

· Ensure the work environment enables employees to “live” the organization culture and values.

· Engage regularly in team or group problem-solving.

· Share knowledge on, and participate in the creation of new standards, control systems and procedures to maintain service delivery.

· Align own behavior with the organization culture and values.

· Assist other departments with research the Quality Assurance setting by pulling calls and reviewing them.

· Monthly reporting to internal clients and Compliance Assistant

· Identify gaps and feedback to training and coaching departments.

· Coordinates and facilitates call calibration sessions for Call Centre staff.

· Provides feedback to call center team leaders and managers.

· Assisting the Claims department by pulling the claims calls.

Additional duties within the department

Departmental Support

• Team supervision/2IC in absence of Manager.
• Team escalations of system issues to IT Department
• Troubleshooting before logging calls with IT Department
• Liaison to compliance department in tracing calls pertaining to query or complaints.
• Transcribing of call relating to query or complaints on behalf of customer service retention department

Quality Checks on various uploads – Data captured on system against application forms to ensure.

• Monitor and check policy documents quality of data.
• Manage complaints as and when available
• Following up on outstanding requirements and errors with pending business.
• Ensuring that weekly reports are generated and distributed on time.
• Managing productivity levels per capturer to achieve high level of acceptance.
• Capturing of new business from Brokers.
• Assisting branches with capturing problems or Queries on products.
• Correcting of wrong information on uploaded applications.
• Policy Service: Updating client's information.
• Improved product quality by implementing rigorous testing procedures and protocols
• Facilitated open lines of communication between different departments involved in product development, ensuring that all parties were aware of their respective responsibilities concerning quality control efforts
• Participated actively in audits conducted by external agencies, showcasing company's dedication to maintaining high-quality standards across all functions
• Conducted thorough assessments for identifying areas of improvement in production processes
• Collaborated with cross-functional teams to address root causes of quality issues and implement corrective actions
• Reduced customer complaints significantly by initiating proactive process improvements and thorough evaluations
• Administered 4 internal quality audits and assessed results to inform corrective action measures
• Participated in departmental meetings to establish short- and long-term strategy
• Created and collaborated in implementation and maintenance of customer complaint log
• Performed routine maintenance and calibration on testing equipment

• Developed strong relationships with customers to foster timely payments and account resolution.
• Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
• Collected on delinquent accounts to reduce overdue balances.
• Oversee flow box to identify retention tasks and queries (cancellation requests, banking detail updates, etc.).
• Analyze and investigate queries in flow box to action requested, to ensure retention of clients and effective query resolution.
• Resolve retention and general queries.
• Administer all premium collection changes on administration system.
• Administer all debit order details on system in order to counter act rejection reasons.
• Ensure after service delivery to internal clients and communicate effective resolution of queries.
• Ensure execution of re-instatement s and arrears and provide feedback to management.
• Analyzed account data to identify trends and opportunities for improvement in collection strategies
• Achieved consistent monthly targets set by management regarding collected revenue amounts and percentage of delinquencies resolved
• Negotiated settlements on behalf of clients, successfully minimizing financial loss for organization
• Participated in cross-functional projects to improve overall company performance, showcasing strong teamwork and collaboration skills
• Collaborated with team members to achieve departmental goals and improve overall performance
• Streamlined internal processes by creating detailed reports on collection activity, improving decision-making capabilities for management