Relationship Manager / Account Manager / Account Executive
Momentum
Total years of experience :25 years, 2 Months
• Maintaining exceptional relationships with clients and corporate entities by providing outstanding customer service.
• Conducting Presentations to Internal and External clients
• Conducting Corporate Client and Broker Training
• Written and verbal communication at both Executive and Member Level.
• Developing and executing of business strategies aligned to meet client’s requirements as well as achieving optimal organizational objectives.
• Delivering excellent customer service by responding swiftly to queries and concerns from clients
• Conducting Broker Accreditation
• External & Internal Consulting of Clients
• Reconcile billing statements
Retention of existing clients and corporate entities.
• Ensuring credibility with clients by maintaining detailed knowledge of Industry Legislation and market conditions.
• Educating the clients/groups in advance of the benefits offered through power point presentations followed by a question answer sessions thereby reducing the volumes of the queries.
• Maintains a courteous and effective relationship with clients, co-workers, and other business contacts.
• My Key role was to provide administrative support to the Account Managers ( Account Executives), support to all brokers and Employers such as Human Resource Contact and Payroll Departments
• Managing the team through the distribution of work, coaching, and constant feedback, ensuring that Service Level Agreements are achieved at all times.
• Responsible for overall administration of the back office.
• Responsible for providing clients with new business quotations.
• Liasing extremely closely with brokers and Corporate client, ensuring a pro-active approach and that the customer satisfaction is met at all times.
• Responsible and ensuring claims are paid timeously and accurately.
• Scrutiny of applications received from different sources, to ensure the application is filled up correctly and all relevant documents submitted which are in accordance with the standard agreed scheme requirements.
• Maintain ongoing communication/relationship with existing customers in order to solve queries
and provide an efficient service.
.• My key role was to liase with Companies for Debt Control and recovery of all outstanding debt.
• Responsible for reconciliation of administered fund premiums, surcharges and savings to statement balance.
• Investigate variances & discrepancies
• Liaise directly with companies vai Brokers and Payroll Departments to resolve reconciliation discrepancies
• Process necessary adjustments and allocation of premiums received.
• Assist company to reconcile
• Educate company to work according to premium rates and rules
• Ensure that the rules of the fund are applied consistently
• Allocation of monies received from Companies and groups
• Cheque requisitions
• Monitoring the all major client portfolios, attending to all escalations, resolving issues in a timely and efficient manner.
• Loading on members and Corporate Schemes Banking Details
• Assisting in managing work queues, meeting targets on a daily, monthly and weekly basis.
• Handling customer calls, queries & complaints.Co-ordinationg between the team members and the customers. Stabilising the process and ensuring the smooth flow of the process.
• My key role was to process applications forms from members, Brokers and Corporate Clients and to deal with any membership changes, queries and maintenance of the membership data base.
• Answer client queries telephonically or written responses.
• Maintenance and management of the membership data-base.
• Preparation of new corporate Client take on by ensuring correct premium tables, statement type, broker details and auto pay indicators are pre-loaded on the data base
• Reinstatement of Group membership
• Advise/Educate groups and members on plan options and accumulator funds.
• Liaise with other departments regarding the acceptance of new business, terminations
Assist with the training of junior clerks
• Performed quality assurance checks on new business applications for the membership team, ensuring optimal service levels were reached and maintained at all times.
• My key role was to handle all customer enquiries timeously and accurately
• To Answer and resolve customer related queries telephonically via an inbound Call Centre
• To proactively develop sound customer relations
• To provide solutions to customer needs by giving a high priority to customer satisfaction.
• To efficiently achieve telephone service targets
• Always maintain a sound knowledge of Scheme Rules, procedures and systems.
• Maintain a good working relationship with other departments.
• Maintain ongoing communication/relationship with existing customers in order to solve queries and provide an efficient service.
Obtained Industry Qualification for Health and Wealth Management via Inseta
Awarded certificate for Speech and presentation skills for Toastmasters international
Completed Diploma in Accounting via University of Natal, South Africa
Completed Matric and High School in 1997