SITHEMBILE MABUZA
Payments Specialist/Quality Assurance
Johannesburg
Summary
Experienced payment specialist with a strong foundation in payment operations and a proven track record of enhancing transaction processes. Recently obtained a Bachelor of Business Administration degree, solidifying expertise in the field. Known for effectively resolving payment discrepancies and consistently maintaining accuracy in financial records. Skilled in utilizing analytical and problem-solving abilities to drive team performance and enhance efficiency.
Overview
9
9
years of professional experience
3
3
years of post-secondary education
Work History
Payment Operations Specialist/ Quality Assurance
FNB
02.2017 - Current
- Ensure that FNB life claims payments are processed within agreed turnaround time
- Prevent financial losses by ensuring accurate calculations
- Action payments after all checks done
- Identified possible risks in the area and come up with actionable solutions to ensure non-conformity is alleviated in the process
- Ensure that payments are made to correct account and correct beneficiary
- Ensure that bank account we paying to is active and account number is captured correctly
- Ensure refunds are paid to correct accounts and ensure we are paying correct amount.
- Ensure that all information is captured correct and matches the information on claim form
- Quality checks of declines before finalization on the system
- Quality checks of payment claims before finalization
- To facilitate quality delivery and ensure adherence to quality standards across various FNB segments
- To facilitate quality delivery across the various teams
- To monitor quality adherence and compliance with quality standards
- To ensure implementation of identified quality methodologies and improvement initiatives
- Identify process gaps and develop mitigation processes
- Identify claims assessors who need further training/coaching
- Created an operational loss spreadsheet for data analysis
- Conduct Operational loss investigations
- Prepare an analysis report of what was the process breakdown that created the operational loss
- Provide intervention methods to prevent it from happening again
- Preparation of monthly stats reports
- Adhere to policies and procedures to manage costs
- Manage payments and invoicing within agreed timelines.
Quality Assurance/Financial Operations Controller
FNB
02.2017 - Current
- FNB processes, systems and procedures
- Contribute to a culture of serv9ce excellence, which builds po
- Helped operations team evaluate and optimize department-level activities from financial solvency standpoint
- Monitored quality adherence and compliance as set by the company quality standards
- Ensured implementation of identified quality methodologies and improvement initiatives
- Provided on going intelligence on customers and competitors using internal and external data sources
- Identified possible risks in the area and came up with actionable solutions to ensure non-conformity is alleviated in the process
- Spearheaded initiatives to increase operational stability and compliance.
- Facilitated interdepartmental collaboration projects through regular meetings, status updates, and shared documentation platforms.
Policy Maintenance Consultant
FNB
09.2015 - 02.2017
- Processed new insurance policies, documenting premiums, coverage limits and account holder information
- Updated policies with changes in beneficiary names, coverage amounts and insurance types
- Identified necessary changes, examining letters, applications and related documents to determine requirements and effects
- Provided account information, claims procedure guidance and additional resources to support policyholders throughout claims process
- Liaised between insured customers and agents, updating accounts and collecting necessary information.
Education
BBA - Business Management
Mancosa
Johannesburg 01.2022 - 01.2025
Skills
Technical skills
Payment security and compliance
Technical troubleshooting
Communication and interpersonal skills
Electronic payments
Banking operations
Claims processing
Customer service support
Audit procedures
Strong client relations skills
Timeline
BBA - Business Management
Mancosa
01.2022 - 01.2025
Payment Operations Specialist/ Quality Assurance
FNB
02.2017 - Current
Quality Assurance/Financial Operations Controller
FNB
02.2017 - Current
Policy Maintenance Consultant
FNB
09.2015 - 02.2017