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×Kauthar Sait
Claims Investigator at Old Mutual Life Assurance
As a member of a team, mandated by the Board of Trustees, I'm required to allocate death benefits in terms of Section 37C of the Pension Funds Act as a result of the death of the member of the Fund.
Show profile Hide profileEMPLOYER: Old Mutual OMSTA (OMCS)
JOB TITLE: 18/10/2005 - 01/10/2006 Client Service Consultant (Temp)
01/10/2006 - 01/11/2009 Senior Client Service Consultant
(Permanent)
01/11/2009 - 01/08/2011 Retail Claims - Senior Client Service Consultant
Skills Coach from 01/08/2011-31/10/2011 (Secondment)
PERIOD OF EMPLOYMENT: 18 October 2005 - 31/10/2011
REASON FOR LEAVING: Resignation (To further my studies)
EMPLOYER: Old Mutual OMSTA (Broker Service Centre)
JOB TITLE: Client Services Consultant (Dealing Directly with Brokers)
02/04/2013 - 07/03/2014
• Take inbound or make outbound calls.
• Deal with correspondence-related functions when required.
• Fully multi-skilled across all products and or processes, at the peak of my clerical career.
• Complete multiple processes, usually conducted by more than one person (capture and verify, process and authorize).
• Rotate between calls and correspondence for the day or part of the day as required (used accordance with business requirements).
• No or limited escalation done because of the skill and or experience I have
• Fill the role of Quality assessor / Service Quality Manager from time to time and I also act as manager when required.
• Deal with ambiguity and complexity on a regular basis.
• Act as mentor to less experienced agents because of level of product and or process knowledge when required.
• Assist more junior staff with technical escalations and coaching
• Assist management with attending to and resolving complex escalations
• Use of Microsoft Office, OMUNET, AWD, Outlook, Beehive, EMS, ILMS, Documentum, Right Fax, Oracle
EMPLOYER: Old Mutual SARAF Death Claims Department
JOB TITLE: Investigator
02/06/2014 - Current (Temporary Position)
DUTIES:
Information Monitoring - Identifies dependants of deceased member and ensures process is documented and maintained. Ensures that sufficient and relevant information is gathered to determine the extent of dependency of each dependant
Business Awareness - Complies with the provisions of the Pension Funds Act and the Rules of the Fund.
Decision Making - Exercises discretion and judgment with regards to investigations and allocations of death benefits. Determines the apportionment between the dependants and nominees on an equitable basis taking all relevant factors into account. Makes recommendations on the allocation of the death benefit.
Technical Knowledge - Escalates cases where a decision cannot be reached, for discussion at the Trustees Claims Committee. Continuously being up-skilled to keep abreast of law amendments regarding the Pension Funds Act.
Ownership -It is expected to take ownership for the full investigation of each case including contacting dependants, executors, attorney's, intermediaries, Department of Homes Affairs, Department of Justice, Department of Education, Transunion (ITC) checks etc.
Planning and Organizing - Individually accountable for managing own time, tasks and output quality as contracted by the business. Accountable for service delivery, through my own efforts.
Gaining Commitment - To ensure the correct dependants are being identified, it's imperative to gain the client's trust. Clients are telephonically interviewed. In this manner relationships are built. Gaining commitment is an important aspect of any investigation as this may lead to additional information required to finalize a Saraf death claim.
EMPLOYER: Old Mutual OMSTA (OMCS)
JOB TITLE: 18/10/2005 - 01/10/2006 Client Service Consultant (Temp)
01/10/2006 - 01/11/2009 Senior Client Service Consultant
(Permanent)
01/11/2009 - 01/08/2011 Retail Claims - Senior Client Service Consultant
Skills Coach from 01/08/2011-31/10/2011 (Secondment)
PERIOD OF EMPLOYMENT: 18 October 2005 - 31/10/2011
REASON FOR LEAVING: Resignation (To further my studies)
EMPLOYER: Old Mutual OMSTA (Broker Service Centre)
JOB TITLE: Client Services Consultant (Dealing Directly with Brokers)
02/04/2013 - 07/03/2014
• Take inbound or make outbound calls.
• Deal with correspondence-related functions when required.
• Fully multi-skilled across all products and or processes, at the peak of my clerical career.
• Complete multiple processes, usually conducted by more than one person (capture and verify, process and authorize).
• Rotate between calls and correspondence for the day or part of the day as required (used accordance with business requirements).
• No or limited escalation done because of the skill and or experience I have
• Fill the role of Quality assessor / Service Quality Manager from time to time and I also act as manager when required.
• Deal with ambiguity and complexity on a regular basis.
• Act as mentor to less experienced agents because of level of product and or process knowledge when required.
• Assist more junior staff with technical escalations and coaching
• Assist management with attending to and resolving complex escalations
• Use of Microsoft Office, OMUNET, AWD, Outlook, Beehive, EMS, ILMS, Documentum, Right Fax, Oracle
EMPLOYER: Old Mutual SARAF Death Claims Department
JOB TITLE: Investigator
02/06/2014 - Current (Temporary Position)
DUTIES:
Information Monitoring - Identifies dependants of deceased member and ensures process is documented and maintained. Ensures that sufficient and relevant information is gathered to determine the extent of dependency of each dependant
Business Awareness - Complies with the provisions of the Pension Funds Act and the Rules of the Fund.
Decision Making - Exercises discretion and judgment with regards to investigations and allocations of death benefits. Determines the apportionment between the dependants and nominees on an equitable basis taking all relevant factors into account. Makes recommendations on the allocation of the death benefit.
Technical Knowledge - Escalates cases where a decision cannot be reached, for discussion at the Trustees Claims Committee. Continuously being up-skilled to keep abreast of law amendments regarding the Pension Funds Act.
Ownership -It is expected to take ownership for the full investigation of each case including contacting dependants, executors, attorney's, intermediaries, Department of Homes Affairs, Department of Justice, Department of Education, Transunion (ITC) checks etc.
Planning and Organizing - Individually accountable for managing own time, tasks and output quality as contracted by the business. Accountable for service delivery, through my own efforts.
Gaining Commitment - To ensure the correct dependants are being identified, it's imperative to gain the client's trust. Clients are telephonically interviewed. In this manner relationships are built. Gaining commitment is an important aspect of any investigation as this may lead to additional information required to finalize a Saraf death claim.
