Sithembile Lungile Mbatha
Administrative Consultant
Centurion,GP
Summary
Administrative professional with strong foundation in delivering comprehensive consulting services to streamline operations. Proven expertise in identifying process improvements and implementing effective solutions. Known for fostering team collaboration and adapting to dynamic environments while maintaining focus on achieving results.
Overview
16
16
years of professional experience
4
4
Languages
Work History
Risk and Fraud Customer consultant
Hello Group
06.2025 - Current
- Handle inbound and outbound customer queries related to fraud and risk matters via phone, email, and ticketing systems.
- Accurately log and manage tickets through the internal system, ensuring queries are resolved within agreed timelines.
- Identify suspicious activity and escalate urgent or complex issues to the relevant internal teams (Fraud, Legal, Compliance, IT Security, etc.).
- Liaise with multiple departments to ensure customer issues are thoroughly investigated and resolved.
- Educate customers on security best practices, fraud prevention tips, and steps to take following a suspected breach or incident.
- Assist with any special investigations or reports required by the fraud and risk teams.
- Maintain up-to-date knowledge of fraud trends, system protocols, and risk procedures.
- Ensure compliance with internal policies and external regulatory requirements when handling sensitive customer information.
Communication Consultant
Discovery Life
01.2018 - 03.2023
- Managing incoming correspondence
- Ensure efficient and timely delivery of correspondence to clients
- Compile and publish daily reports of the team
- Manage Administration and processing customer inquiries and complaints
- Attend to walk-in center customer queries
- Processes Changes - Commissionable and Non-commissionable changes are done in line with protocols
- Managing correspondence and all other documentation is filed according to established policy and procedure on SharePoint
- Keep statistical data of all complaints and inquiries
- Takes Ownership - Takes ownership of queries and deals with them from start to end
- Verification of documentation received and assessment thereof
- Resolves escalated issues - Escalations are managed and followed up on accordingly
- Participates in adhoc work as required
- Render a customer service to the customer and attend to walk-in, telephonic and correspondence complaints and inquiries
- Teamwork & Team Participation
- Audits Understands Audit requirements and risks
- ADHOC Duties - Credit Control Collections team
- Manage daily report on DebiCheck incentive for the team and send reports to management for payroll approval
- Using time management skills to help the team stay on track with daily objectives
Claims Consultant
Discovery Life
03.2015 - 12.2017
- Handling multiple telephonic queries from Discovery members, brokers and franchises
- Answer any inquiries that customers may have regarding their claims and policy benefits
- Accurate logging of all queries, guiding policyholders on how to proceed with their claims for Life cover, Disability and severe illness
- Process cancellation of claims
- Managed and processed insurance claims, ensuring accuracy and timely resolution
- Evaluated client needs and expectations, establishing clear goals for each consulting engagement
- Processed life claims efficiently, ensuring timely and accurate settlements
- Evaluated and resolved life insurance claims, ensuring compliance with company policies
Call Centre Agent
Nedbank
01.2010 - 02.2015
- Servicing accounts: Current Accounts, Savings, Investment Accounts, and Credit Card
- Issuing interest, balance and tax certificates
- Close accounts (current and savings)
- Keep up to date with group risk services website
- Control FICA reports; fraud awareness and prevention
- Ensure 100% adherence to Service Level Agreement policies and procedures
- Follow through to ensure that quality and productivity standards are consistently and accurately maintained
- Identify cross sell opportunities and process leads accordingly
- Provide excellent customer service
- Adhere to compliance and regulatory requirements and minimizing the risk of fraud exposure
- Provide an end-to-end admin process to the branch network to help reduce risk, prevent fraud, reduce operating costs, deliver consistent service and identify and refer cross sell opportunities
- The role focuses on participating in a team, fostering teamwork and cooperation
- Liaised with customers, management, stakeholders and sales team to better understand customer needs and recommend appropriate solutions
Education
National Senior Certificate -
Supero Combined School
12.2004
Skills
Productivity Tools
Languages
English
Advanced (C1)
Isizulu
Advanced (C1)
Timeline
Risk and Fraud Customer consultant
Hello Group
06.2025 - Current
Communication Consultant
Discovery Life
01.2018 - 03.2023
Claims Consultant
Discovery Life
03.2015 - 12.2017
Call Centre Agent
Nedbank
01.2010 - 02.2015
National Senior Certificate -
Supero Combined School