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
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
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