Thembani Yono
Cape Town
Summary
Experienced claims consultant with a strong background in client service within the financial industry. Currently employed at Momentum Corporate as a Disability Claims Administrator. Possess a Microsoft Office Certificate and a Call Centre client service certificate specializing in inbound and outbound interactions. Completed a Higher Certificate in Forensic Examination at the University of the Western Cape and currently pursuing a Bachelor of Laws degree at the University of South Africa. Known for self-discipline, ability to thrive under pressure, and adaptability. Excel in accountable customer communications, deadline management, office administration, and stakeholder relationships. Expertise in stress management, teamwork, and working independently brings valuable skills in banking, fraud investigations, KYC verification, and a strong commitment to driving performance. Also hold a code 8 driver's license.
Overview
17
17
years of professional experience
Work History
Disability Claims Administrator
Momentum Corporate
1 2023 - Current
- Receive and manage all calls from internal and external clients
- Provide first time call resolution to resolve all queries timeously and effectively
- Dealing with clients in a competent, efficient and professional manner in accordance with the quality standards
- Perform an efficient and accurate administrative function
- Ensure accurate completion of documentation as per departmental guidelines in order to meet client needs
- Take ownership of escalated and unresolved queries and ensure they are resolved timeously and effectively
- Compliance with workplace policies and procedures
- Identify risks to the company and escalate accordingly
- Monitors applications to ensure risks could not potentially lead to financial loss to the company
- Engage with appropriate training interventions to promote own professional development
- Maintain effective client relationships to ensure successful service delivery and support
- Monitor customer delivery constraints and escalate exceptions to management
- Maintain positive and productive relationships with key clients
- Scanning and Indexing
- Update workflow system and upload documents with personal member information
- Build and maintain relationships with clients and internal and external stakeholders
- Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed
- Make recommendations to improve client service and fair treatment of clients within area of responsibility
- Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.
Claims Negotiator
Old Mutual Insure
08.2016 - 04.2022
- Registering motor & non-motor claims including windscreen claims.
- Following up with brokers regarding outstanding documents and information. Indexing.
- Appoint motor repairers via the Audatex system as well as non-motor suppliers via Symbility.
- Resolving broker and client queries. Resolving issues regarding incorrect claim registrations. Car hire for clients etc.
- To provide quality claims registrations service while ensuring excellent service to clients and brokers at the start of the claims journey, and ensuring clarity of process to follow after registration.
- Provide guidance to clients and brokers towards the best options regarding and ensuring completeness of claims information before moving the file to the relevant claims back office area.
- Assist brokers and clients on emails or inbound calls and customer service processes and procedures ensuring effective and efficient claims registration service.
- Demonstrate excellent knowledge of Old Mutual Insure (OMI) product offerings, client history, and other claims related information material to the claim at hand.
- Actively listen and capture claims details to and advising client of any additional documents or information that may still be required if not provided upfront.
- Show tolerance and patience in understanding customer’s emotional state and turning any negative situation into positive.
- Deal with all customers in a professional manner in strict accordance with OMI culture, products and quality standards.
- Adhere to agreed processes in order to deliver targeted operational results Represent and market OMI's claims process internally and externally to peers and clients respectively.
- Provide customer services in line with quality and performance standards.
- Build positive customer relations and solve or escalate customer queries and complaints.
- Gather feedback on any customer satisfaction or dissatisfaction and report to the relevant team leader or OMI manager Proactively suggest improvements in customer service and relations where applicable.
- Contribute to a service culture which builds rewarding relationships, propose innovations and support peers in providing exceptional client service.
- Proactively ensure use of time, of resources, materials or equipment is in line with OMI policies and procedures.
- Comply with corporate governance policies and procedures and standards.
SUPPORT PARAPLANNER / Call Centre Sales Agent
Old Mutual
03.2011 - 03.2016
- Build and maintain productive and collaborative working relationships with peers and stakeholders
- Positively influence and participate in change initiatives
- Continuously develop own expertise in terms of professional, industry and legislation knowledge
- Contribute to continuous innovation through the development, sharing and implementation of new ideas
- Identify opportunities to enhance cost effectiveness and increase operational efficiency
- Manage financial and other company resources under your control with due respect
- Provide input into the risk identification processes and communicate recommendations in the appropriate forum.
Personal Loan Sales Consultant
Nedbank/ Quest Recruitment Agency
01.2010 - 12.2010
- To provide a quality claims service, ensure containment of claims spend and provide excellent service in setting a culture of best practice within mandated responsibility
- Taking care of Audits, MIS activities and point of contact for middle management in claims department for Old Mutual Insure
- Motor and Non- Motor Category
- Reviewing and updating customer portfolios, offering Max Investments, Greenlight Products, Unit Trust Retirement Annuity, Max Income and Unit Trust Living Annuity
- Responsible for sourcing new business
- Determines the customers needs and interests Markets Old Mutual advice value proposition
- Works with leads that are generated from the Orphan and Central pool
- Maintains Old Mutual relationships with existing orphan customers through telephonic service
- Suggests the next logical step in the sales cycle to the customer and passes the lead through to the Financial Advisor
- Meets monthly sales targets in terms of lending and other products
- Educates clients on responsible use of credit and effective money management
- Establishes a new business pipeline through marketing, lead generation and tracking
- Adheres to internal, regulatory and legislative governances to ensure quality business and mitigate risk
- Facilitates intra branch referrals by building mutually beneficial relationships with other business units
- Provides excellent face to face and telephonic service to customers
- Builds sustainable relationships that enhance the brand
- Delivers on daily production standards and adheres to service and quality standards.
Micro Loan Sales Consultant
ABSA/ Aptus Recruitment Agency
03.2008 - 08.2008
- To provide a quality claims service, ensure containment of claims spend and provide excellent service in setting a culture of best practice within mandated responsibility
- Taking care of Audits, MIS activities and point of contact for middle management in claims department for Old Mutual Insure
- Motor and Non- Motor Category
- Reviewing and updating customer portfolios, offering Max Investments, Greenlight Products, Unit Trust Retirement Annuity, Max Income and Unit Trust Living Annuity
- Responsible for sourcing new business
- Determines the customers needs and interests Markets Old Mutual advice value proposition
- Works with leads that are generated from the Orphan and Central pool
- Maintains Old Mutual relationships with existing orphan customers through telephonic service
- Suggests the next logical step in the sales cycle to the customer and passes the lead through to the Financial Advisor
- Meets monthly sales targets in terms of lending and other products
- Educates clients on responsible use of credit and effective money management
- Establishes a new business pipeline through marketing, lead generation and tracking
- Adheres to internal, regulatory and legislative governances to ensure quality business and mitigate risk
- Facilitates intra branch referrals by building mutually beneficial relationships with other business units
- Provides excellent face to face and telephonic service to customers
- Builds sustainable relationships that enhance the brand
- Delivers on daily production standards and adheres to service and quality standards.
Education
Higher Certificate - undefined
University of the Western Cape
Cape Town, 7100Bachelor of Laws -
University of South Africa
Cape Town, 7100Skills
MICROSOFT OFFICE
ACCOUNTABLE
CUSTOMER COMMUNICATIONS
DEADLINE MANAGEMENT
OFFICE ADMINISTRATION
STAKEHOLDER RELATIONSHIPS
STRESS MANAGEMENT
PLANNING AND ORGANISATION SKILLS
ACCOUNTABILITY
ADAPTABILITY
RESULTS ORIENTATION
ATTENTION TO DETAIL
CUSTOMER ORIENTATION
BUSINESS ADMINISTRATION SKILLS
BUSINESS WRITING SKILLS
Languages
English
IsiXhosa
IsiZulu
Timeline
Claims Negotiator
Old Mutual Insure
08.2016 - 04.2022
SUPPORT PARAPLANNER / Call Centre Sales Agent
Old Mutual
03.2011 - 03.2016
Personal Loan Sales Consultant
Nedbank/ Quest Recruitment Agency
01.2010 - 12.2010
Micro Loan Sales Consultant
ABSA/ Aptus Recruitment Agency
03.2008 - 08.2008
Disability Claims Administrator
Momentum Corporate
1 2023 - Current
Higher Certificate - undefined
University of the Western Cape
Bachelor of Laws -
University of South Africa
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