Shannon Evelyn Roode

Serve as the first point of contact for clients, ensuring a professional and seamless service experience.

Prepare and process investment application forms and supporting documents with precision.

Conduct full client due diligence including FICA checks, risk rating, and document verification.

Liaise with product providers (e.g. Allan Gray, Ninety One, Satrix) to follow up on instructions and resolve client queries.

Maintain accurate client records and manage documentation in line with compliance standards.

Provide administrative support to financial advisors, including meeting prep, follow-ups, and correspondence.

Ensure full compliance with FAIS and FICA regulations throughout all client interactions and documentation.

• Manage the claims intake process for new claims, including gathering information from customers about their accident or illness
• Liaise with relevant companies or individuals involved to request additional requirements.
• Effectively manage claim liability and follow and continuously improving management strategies of all claims.
• Assessment of claims i.e., Death, Disability, Critical Illness claims for the Group Life/Individual Life Insurance Sector against the relevant policy terms and conditions. Decision making should include but not limited to the 'fairness factor'.
• Processing of new and current claims. Determining whether claims are eligible for coverage under the terms of each insurance policy.
• Co-ordinating with our reinsures and Underwriters if cover is over the decision S/R.
• Reviewing medical records to determine if they support a claim.
• Reviewing and approving settlements before sending to claimants.
• Proof of payment of claim filed together with completed forms; Update relevant payment spreadsheets and claim portal once payment completed.
• Reduced claim resolution times by proactively addressing potential issues and effectively communicating with involved parties.
• Effectively negotiated settlements with claimants while maintaining positive relationships on behalf of the organization.

• Meeting monthly set targets in terms of lending and other products.
• Does collections on loans that were given and keeps a 96% collection rate.
• Educating clients on responsible use of credit and effective money management.
• Establishes a new business network through Marketing, Lead generation and Tracking.
• Adheres to internal, regulatory, and legislative governance's to ensure quality business and mitigate risk.
• Deliver on daily production standards and adheres to service and quality standards.
• Helping clients with policy enquiries and providing them with bank accounts when doing disinvestments.
• Advanced understanding of Credit Granting Policy.