Thuli Mashiloane

• Managing high net worth clients with queries across all Discovery product houses

· Managing relationships with members, the rest of internal and external stakeholders to ensure resolution of queries as soon as possible

· Manage progress, timeframes and checkpoints in an agile environment Working with systems and monitor the successful roll out where development is required

· Facilitate annual campaigns/ year end projects ∙ Ad hoc administrative functions

· Contribute to defining requirements for proof of concepts (POC's)

· Collaboration with key stakeholders to drive product and business deliverables

• Managing the process of client queries through to resolution via email

∙ Provide information to all clients in line with standard and protocols of the client services

∙ Respond to client, brokers, and third-party emails

∙ Noting absolute and collateral sessions on existing life policies

∙ Complaints Resolution – Client Relationship Manager function

∙ Processing of all servicing cases ∙ Liaising with key stakeholders within the business.

• Answering inbound calls timeous

∙ Co- ordination of own administration

∙ Maintaining accurate details and statistics of all queries

∙ Providing product information to all Discovery Life clients in line with standards and protocols

∙ Ownership and accountability of all telephonic and written queries

∙ Processing online service quotes ∙ Processing service changes/admin online and over billing periods

∙ Ensuring resolution to first time queries

· Premium collection and reconciliation

· Handling queries from internal and external clients

· Business conservation & reselling the product offering

· Compiling and stats relating to lapses, unpaid premium and other credit control statistics Resolution of escalated queries and complaints

· Building and maintaining relationships with internal and external clients

• Taking calls from our Brokers and Franchises

∙ Logging and dealing with member cases and giving feedback

∙ Advising members on the Discovery Life product and their credit controlling status

∙ Setting up appointments for members to set up their required medical tests

∙ Building relationships with the Brokers

∙ Processing and quoting on existing cases and adhering to set SLA

• Credit Control – premium collection and reconciliation

∙ Managing and maintaining the contributions on clients' portfolios handling financial queries from internal and external clients

∙ Building relationships with external clients ∙ Distributing invoices, membership cards, membership certificates and letter to clients

∙ Ensuring that administrative changes are done timeously, followed through, monitor and action on database

• Follow up on inquires logged by providers ∙ Attaching received faxes to applied inquires

∙ Identifying and proposing solutions to process and service-related failures

∙ Confirming correspondences received are correct or not communicating with provides

∙ Checking if accounts are processed

∙ Forwarding inquiries to relevant departments and the prioritizing of urgent queries ∙ Logging on the queue to assist Contact Centre

∙ Logging of additional inquires and resolution of inquiries ∙ Recording daily stats

∙ Reconciling of accounts

∙ Printing of statements

Calling service providers (practices, hospitals, clinics) to validate Nappi codes

∙ Confirming of service dates for service rendered to members

∙ Scanning and filling service claims to process by claims assessors

∙ Identifying and proposing solutions to process and service-related failures

∙ Establish and Building relationships at all with external partners