Siya Michael Nelani
Cape Town
Summary
Detail-oriented Death Claims Specialist with a strong background in managing complex claims and leading teams in financial services. Expertise in death claims processing, client communication, and compliance. Experienced Team Leader, managing high volumes of correspondence and driving team performance. Strong administrative, financial, and customer service skills, with a history of resolving complex enquiries and disputes.
Overview
17
17
years of professional experience
Work History
Death Claims Specialist
Sanlam
Bellville
07.2020 - 07.2025
- Managed all death claims from clients, brokers, and estate executors, ensuring timely and accurate processing.
- Oversaw 14 agents, ensuring accurate client correspondence, authorising payments over R500 000, coaching team members, and processing payments ranging from R750 to R1 million while managing Sanlam plans including funeral, savings, retirement, tax savings, and unclaimed benefits.
- Enhanced customer satisfaction through the development and implementation of feedback mechanisms and service improvements.
- Maintained accurate documentation to meet programme requirements and contractual obligations.
- Conducted comprehensive market research to identify emerging trends, informing strategic planning and decision-making.
Team leader
Hertz car Rentals
Cape Town
02.2019 - 06.2020
- Ensured monthly company targets were met by coordinating team efforts.
- Monitored team performance, identifying areas for improvement and implementing corrective actions.
- Oversaw agents' sick days, leave days, and lunch breaks, reporting monthly to management on agent stats.
- I dealt with over 800 to 1000 emails a day, distributing them to my 17 agents.
- Managed all incoming emails from across the country and Namibia.
- Resolved complex customer enquiries, disputes and complaints.
Client Care Representative
Sanlam
Bellville
09.2008 - 01.2018
- Answered customer care queries on Sanlam products for clients, brokers, and intermediaries, processed payouts over the phone, and handled face-to-face client interactions.
- Provided information on retirement annuities, tax-free plans, endowment plans, life cover plans, and funeral plans.
- Collaborated with team members to achieve target results.
- Managed complaints with calm, clear communication and problem-solving.
- Maintained clean, safe working environments to eliminate accident risks.
Education
High School - Xhosa, English, Afrikaans, Physical Science, Mathematics, Biology
Mzomhle High School
East London12-1997
Electrical Engineering -
Border Technikon
Berlin06-2001
Skills
- Claims Administration
- Claims processing
- Payout Processing
- Insurance management
- Financial Planning
- Finance
- Administration
- Cross-Functional Collaboration
- Performance Reporting
- Customer Service
- Client Communication
- Client Relations
- Face-to-face interaction
- Virtual Client Support
- Client Interaction
- Time Management
- Complex problem solving
- IT Skills
- Employee Scheduling
- Complex problem solving
Languages
English
Afrikaans
Zulu
Xhosa
Hobbies and Interests
- Cooking
- Traveling
- Watching Sport
Timeline
Death Claims Specialist
Sanlam
07.2020 - 07.2025
Team leader
Hertz car Rentals
02.2019 - 06.2020
Client Care Representative
Sanlam
09.2008 - 01.2018
High School - Xhosa, English, Afrikaans, Physical Science, Mathematics, Biology
Mzomhle High School
Electrical Engineering -
Border Technikon