Masego Beng Email & Phone Number

South Africa

The primary function of this role is to capture all new business onto the system so that monthly servicing on the scheme (Billing, Underwriting and claim departments) can take place. Handling all queries relating to any of the above with external and internal clients.To perform these tasks efficiently, it was important to acquire knowledge of insurance methodology and further training in Excel for data quality. Administrative knowledge and applied competency in MS applications including… Show more The primary function of this role is to capture all new business onto the system so that monthly servicing on the scheme (Billing, Underwriting and claim departments) can take place. Handling all queries relating to any of the above with external and internal clients.To perform these tasks efficiently, it was important to acquire knowledge of insurance methodology and further training in Excel for data quality. Administrative knowledge and applied competency in MS applications including Excel, MS Word and Power Point are best utilized for this role.- Providing effective, efficient, and professional service to all clients, both telephonically and through written correspondence- Where required, assist co-workers and the team to resolve queries and escalations- Compile weekly stats showing progress of outstanding work and to ensure on track to meet month end SLA- Loading of member data, policyholder protection rules (PPR’s) made under section 62 of the Long-term Insurance Act, 1998 as set out in the schedule information and making sure covers and benefits are correct.- Issuing member benefit statements once the scheme commences- Notify Pricing if there are any differences between the quote and the application form- Monthly reporting (relating to growth, policy holder arrears, scheme arrears, claim ratios and data quality)- Preparing premium statements- Calculating and verifying commission amounts reflected on invoices before submitting to manager for final sign-off- Ensuring that premiums are paid on time and up to date- Assisting the claims team in verifying the validity of claims, by ensuring that premiums are up to date and that scheme conditions are met- Assisting service team in answering customer queries, dealing with complaints, and providing customers with detailed information about their policy product Show less

Johannesburg Metropolitan Area

Duties and Responsibilities: Supervising the day-to-day operations of the call center and conduct KPI of 10 -13 Agents. Consistently monitor staff service levels and liaise with the management regarding any adjustments required and if required recruitments. Prioritizing and control the workload of a team ensuring that the targets are met. Combatting risk and identifying fraudulent activities (AML). Performing Credit assessments to ensure that it is in line with… Show more Duties and Responsibilities: Supervising the day-to-day operations of the call center and conduct KPI of 10 -13 Agents. Consistently monitor staff service levels and liaise with the management regarding any adjustments required and if required recruitments. Prioritizing and control the workload of a team ensuring that the targets are met. Combatting risk and identifying fraudulent activities (AML). Performing Credit assessments to ensure that it is in line with National Credit Act. Auditing Team’s quality calls to ensure fair Customers treatment (TCF). Providing leadership, coaching, guidance, and support to the call center agents.  Recruiting and training new staff members. Preparing daily and monthly reports. Identify and recommend training and coaching programs. Documenting SOP for the Department Documenting internal processes and inductions Managing Team members remotely Providing staff training on new systems & products. Conducting presentations. Show less

Johannesburg Metropolitan Area

Duties and Responsibilities: Managing day-to-day operations of the call center.  Auditing month ends reports & KRA’s. Identifying and recommend training needs for staff members. Ensuring that credit policies are adhered to. Managing overall productivity. Managing employee’s attendance. Managing budget costs. Authorizing monthly incentive payments. Authorizing staff overtime payments. Documenting of Standard Operating Procedures. Documenting… Show more Duties and Responsibilities: Managing day-to-day operations of the call center.  Auditing month ends reports & KRA’s. Identifying and recommend training needs for staff members. Ensuring that credit policies are adhered to. Managing overall productivity. Managing employee’s attendance. Managing budget costs. Authorizing monthly incentive payments. Authorizing staff overtime payments. Documenting of Standard Operating Procedures. Documenting internal processes & inductions. Conducting change management. Show less

Johannesburg Metropolitan Area

Duties and Responsibilities: Managing team productivity of 15 Agents. Provide support and coaching. Develop Teams KPI’s and performance development. Prioritizing and controlling the workload of a Team ensuring that the targets are met. Managing hourly service level (SLA). Managing system issues (slow responses, off-line). Assisting with escalated queries that requires urgent resolution. Managing published roster & leave planning. General Admin &… Show more Duties and Responsibilities: Managing team productivity of 15 Agents. Provide support and coaching. Develop Teams KPI’s and performance development. Prioritizing and controlling the workload of a Team ensuring that the targets are met. Managing hourly service level (SLA). Managing system issues (slow responses, off-line). Assisting with escalated queries that requires urgent resolution. Managing published roster & leave planning. General Admin & filing. Supporting internal Customers (branches) with system issues and system navigation. Show less

Johannesburg Metropolitan Area

Duties and Responsibilities:▪ Assisting clients with their loans and credit balance queries.▪ Assisting clients with ATM cards disputes.▪ Issue out accounts’ statements.▪ Stopping stolen and lost credit cards.▪ Escalating queries for possible fraud.

Johannesburg Metropolitan Area

Duties and Responsibilities:▪ Monitoring daily performance.▪ Monitoring daily stats and service level.▪ Monitoring quality of the service provided to the clients.▪ Escalating queries to relevant department for urgent resolution.▪ Resolving queries that are out of turnaround time.▪ Handling client’s complaints

Higher Certificate, Management Development Programme

Higher Certificate, Basic Project Management

National Certificate, Contact Centre Operations

National Diploma, Operations Management

National Senior Certificate