Wendy Lulama Khumalo
Financial Advisory Service Consultant
Boksburg
Summary
Financial Advisory Service Consultant supporting orphan clients with inbound and outbound servicing across policy updates, claims, withdrawals, switches, Section 14 transfers, and quote generation. Handles Robotool new business for investment, tax-free, and cash accounts, while coordinating annual reviews and referrals to financial planners, risk specialists, and wealth managers. Strengthens client retention through responsive case management and accurate support for advisors.
Overview
5
5
Languages
12
12
years of professional experience
Work History
Financial Advisory Support Consultant
First National Bank
09.2016 - 03.2018
- Handle policy cases for withdrawals, surrenders and information change requests.
- Maintained FICA records and updated policy schedules for client accounts and servicing requests.
- Managed beneficiary nominations, will drafting, and safe-custody document collection for client estates.
- Handled inbound and outbound calls with product houses and service providers to resolve client service queries.
- Administered CRM Dynamics queues, assigned cases and leads, and generated reports on service statistics.
- Supported orphan-book clients by scheduling broker appointments and coordinating policy statements and mailings.
Customer Service Consultant
Clientele Life
06.2012 - 08.2016
- Handled inbound calls daily, routing customers to the correct department and resolving routine queries first time.
- Resolved policy, billing, and complaint queries while managing escalations and preserving clear customer communication.
- Supported agents on the floor with ad hoc questions, peer mentoring, and practical advisor support during busy periods.
- Administrated policies as second-in-charge to the team manager, helping keep workflows organized and accountable.
- Loaded new death, hospital, and investment claims, then handled repudiation queries with careful follow-through.
- Delivered product information over the phone and answered customer questions to support policy understanding and retention.
Customer Service Consultant
Aegis UK (Dynorod)
11.2009 - 05.2012
- Booked engineers timeously for faulty gas meters, drains, and plumbing issues to keep service requests moving.
- Credited gas meters and processed meter switches accurately to support account adjustments and service continuity.
- Supported house moves and gas exchanges by updating customer requirements and coordinating appropriate service actions.
- Resolved customer needs proactively through practical, appropriate solutions that improved retention and complaint resolution.
- Checked service details carefully and maintained accurate case records to strengthen customer service quality.
Customer Service Consultant
Multichoice
03.2009 - 10.2009
- Managed billing, technical, and general DStv account queries with clear telephonic support and accurate issue resolution.
- Troubleshot faulty decoders and programming issues, then booked equipment for testing when remote resolution was not possible.
- Supported ExtraView disputes by explaining account details, documenting concerns, and following through on customer queries.
- Guided customers through installation steps and decoder settings to improve service usability and reduce repeat queries.
- Maximized cross-sell opportunities while strengthening customer relationships and maintaining a professional service experience.
Patient Administrator
SANDF
01.2006 - 12.2007
- Managed walk-in and telephonic bookings, balancing patient flow with Doctor’s appointment schedules.
- Captured health records accurately and filed patient records and case notes for easy retrieval.
- Served as first point of contact for members of the public, clinical staff, and military personnel.
- Supported doctors with appointment coordination and general administrative duties in a busy patient setting.
- Handled reception support, maintaining organized patient information and clear communication during daily operations.
Financial Advisory Service Consultant
First National Bank
04.2018
- Managed policy queries, reviews, quotes, section 14 transfers, and switches for clients and advisors.
- Opened new business in Robotool for Investment, Tax Free, and Cash investment accounts.
- Referred leads to planners for risk, retirement, and estate planning advice.
- Completed annual express reviews and annual reviews on Robo Investments and FNB Umbrella Pension and Provident Funds.
- Supported financial advisors and wealth managers with policy administration, re-intermediation, and client servicing.
Education
NQF6 - Financial Planning
Mancosa
NQF5 - Wealth Management
Damelin College
Regulatory Examination RE5 - undefined
Moonstone
Senior Certificate - undefined
Jabulani Technical High School
Skills
Orphan book servicing
Intermediary service
Advisor support
Customer retention
Lead referral handling
New business processing
Compliance document checking
FICA documentation
Policy administration
CRM case management
FAIS compliance
KYC checks
Investment administration
Section 14 transfers
Beneficiary nomination processing
Complaint resolution
Quality assurance review
Personal Information
- Date of Birth: 1986 November 02
- Gender: Female
- Nationality: South African
- Driving License: Code 10
- Availability: Full calendar month
- Marital Status: Married
Timeline
Financial Advisory Service Consultant
First National Bank
04.2018
Financial Advisory Support Consultant
First National Bank
09.2016 - 03.2018
Customer Service Consultant
Clientele Life
06.2012 - 08.2016
Customer Service Consultant
Aegis UK (Dynorod)
11.2009 - 05.2012
Customer Service Consultant
Multichoice
03.2009 - 10.2009
Patient Administrator
SANDF
01.2006 - 12.2007
Senior Certificate - undefined
Jabulani Technical High School
Regulatory Examination RE5 - undefined
Moonstone
NQF5 - Wealth Management
Damelin College
NQF6 - Financial Planning
Mancosa