Lindiwe Mathebula

Experience

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  Momentum

  Feb 2014 - May 2018

  Customer Service Specialist

  Deliver AWESOME service to clients: Respond to and provide first time resolution and quality driven responses to e-mails within 15 minutes: Respond to and provide first time resolution and quality driven responses to all correspondence within the specified SLA in order to achieve a 95% same day turnaround; Answer and provide first time resolution and quality driven responses to all calls in order to achieve a less than 1% lost call rate; Take accountability to ensure that work queues including personal queue are left on zero daily; Maintain a less than 5% fail rate; CSI of greater than 80%; Provide a minimum of 7.5 production hours with a head count equivalent if not less than 1; Meet and adhere to daily basket of work targets. Respond to e-mails within a turnaround time of 24 hours – ensuring as a team that all e-mails are cleared by 19:00 each day.Processing: Receiving an instruction and processing it from start to finish. Examples of such transactions include: Cash withdrawal, surrenders, fund switches, interest free loans, interest bearing loans, section 14 transfers after the legal department has given the go ahead, maturity of policies including retirement annuities and applying for tax directives.Responsibilities:Improvement of Knowledge: Compulsory writing of all biweekly and e-learning assessments with a 95% pass rate; Take full accountability to keep updated withProcess/product and system changes; Contribute to and keep up to date with the Knowledge Base.Risk Management: Take responsibility for managing both reputational and financial risk as a result of interactions with both internal and external clients.Internal and External Relationships: Maintain relationships (internally and externally) by: Successfully networking internally and externally to ensure successful delivery of client centric service.Team Work: Responsible overall for the achievement of set team targets. Show less

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  PSG Wealth

  Jun 2018 - Dec 2021

  Assisting clients with logging into the PSG website accepting and checking instructions to be submitted to admin for processing. Dealing with investments such as retirement annuities and tax-free investments as well as live trading products such as offshore trading and local share trading.Assisting PSG branches to submit and process instructions. Communicating all requirements to the offices.Internal and External Relationships: Maintain relationships (internally and externally) by: Successfully networking internally and externally to ensure successful delivery of client centric service.Team Work: Responsible overall for the achievement of set team targets.People Performance and Development: Manage own performance and development by ensuring that performance contract is in place; Have quarterly performance review discussion with manager and have updated signed personal development plan in place. Show less

  • Team Leader

    Jul 2021 - Dec 2021

  • Client Services Consultant

    Jun 2018 - Jul 2021
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  Old Mutual Wealth

  Dec 2021 - now

  Assistant Client Relationship manager