Claire Klassen

Experience

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  Bonlife

  Aug 2005 - Jun 2007

  Admin Supervisor

  • Life Administration – allocation of premiums, premium collection, filing, sending anniversary & rejection letters, claims administration, quotations for new business, compiling policy documents• Product development – establishing products for our market• Setting up of new funds according to client’s requirements• Involved in drawing up rules of the fund and benefits (Funeral Funds) • Involved in commission, marketing, admin & fees – structuring a premium for funeral business• Involved in negotiations of new business Show less

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  Liberty Group South Africa

  Jul 2007 - Apr 2008

  Financial Advisor

  •Offering financial advice to clients – regarding long term insurance •Obtaining clients as no leads are provided, coming up with sales strategies, setting targets•Presentations to clients and Management within companies – HR •Ensuring after sales service and maintaining contact with clients•Constantly undergoing training to advance skills necessary to offer financial advice and obtain credits for FAIS, eventually obtaining a Certificate in Wealth Management and CFP•Competent in:•Estate Planning, minimizing estate duty etc•Pension and Provident Funds for groups and individual retirement annuities•Calculation of correct retirement annuity contribution for tax purposes •Drawing up of Wills•Business Assurance and all cover offered to business owners•Life cover and all ancillaries•Medical Aid •Sales on a daily basis to a variety of clients in the market from all walks of life•Working on the Astute system•Working on Liberty’s Spotlight/Blueprint financial advisor system•Capturing new business on Liberty’s Record of Advice system and New business submission system•Processing changes or updates to client information on Liberty’s live database •Liaison with the Underwriting department and New business department daily•Liaison with the Liberty call Centre to process client queries and resolving queries telephonically or by fax Show less

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  ZENITH ADMINISTRATORS

  May 2008 - Oct 2008

  Policy Accounting Controller/Supervisor

  •Supervise a team of three workers who processes payments and reconciliations for funeral groups on bordereaux, •Administer Medical Aid Gap product•Oversee the Life and investment admin department, supervise one staff member in life dept•My main function was the unitization of investment policies and overseeing the life and investment admin, inline with SLA, Auditing and Actuarial principles•Auditing funeral funds and finance claims reporting prior to the external audit•Providing solutions and recommendations to top management for implementation in order to anticipate external audit requirements•Assist with claims assessing and authorizations in the absence of Admin Manager or Claims Supervisor or General Manager•Assisting external auditors and finance with audit requirements•Working closely with top management on projects determined for investigation•Providing on the job training for staff•Coaching staff•Delegation of tasks to staff•Assessing life death claims/funeral claims, investment surrenders for approval of payment•Preparing for Investment and Life Audit and Actuarial valuation and assisting with these functions when the audit or actuarial valuation occurs, closely with Auditors•Preparing recons and forwarding same to Top management for reporting purposes•Liaison with stakeholders daily, re-insurers, finance department, service providers, Financial Advisers, clients, fund manager (Coronation), walk-in and telephonic queries and resolution Show less

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  Momentum

  Nov 2008 - Mar 2016

  Problem SolvingRelatingConflict ManagementInvestigating thoroughlyStrategySupport to Sales and Distribution channelsDealing with financial planners, marketing advisers and branches on a daily basisDealing with internal stakeholders, business analysts, learning and development, service managers, support staff in the dealer room, cash management, product development, marketing, system developers on a daily basisContribution to projects and panels for the enhancement of products and client service in line with TCFEffective communication skillsPresentations when necessary on various topics including how to improve processes Technical expertise in Wealth products, processes, systems and platformTechnical expertise in long term insurance legislation, FICA, FAIS, POPI, TCF and Pension Funds Act, New business and Existing business Show less • Oversee 16 individuals in a team of 32• Recruitment process and also in ensuring that we align processes daily between the various service areas* Member of the process committee where my input was required on process gaps or concerns in learning and development* Actively engaging with Learning and Development, Business Analysts, System Developers and various support teams •Identifying knowledge gaps in the team reporting to me and ensuring direction towards development goals and growth•Ensuring that I am in touch with recent developments in product and processes for the Momentum Wealth investment product I specialized in •Ensuring that the team also receives ongoing training in product and process enhancements. •Being the direct contact person for 2 Regional Managers in Sales for escalated complaints•Ensuring that the vision of our CEO and the vision for the business is adhered to in our team •Maintaining close relationships with stakeholders in the business and various support areas•Reporting on any technical errors we pick up in the service area thus bringing these errors to the attention of operations support team•Attending management courses on offer in an effort to sharpen my management skills and style•Presentation skills practiced on a monthly basis in our service manager forum•Conducting team meetings with my team in order to ensure common purpose and alignment of business needs •Conducting one on one meetings with team members as check in sessions and also supporting the team in a coaching role •Compiling monthly management reports on the status of the team and providing same to Portfolio Head •Providing a Performance Review for the team reporting to me on a bi-annual basis•Following disciplinary action where necessary within the guidelines of the IR process in our organization•Being a Mentor for the Shadowmatch PDP having 13 mentees to interact with and finalizing their PDP by December 2015 Show less *Examining processes and determining areas where we can improve in our service and operational areas•Having a close relationship with Business Analysts, System Developers. Learning and Development and all operational support areas to assist with resolution of an escalation and for the future of our business•Having and maintaining a relationship with all service managers in the Momentum Wealth area and other areas. Providing support where needed and ideas on how to approach a difficult situation and resolve the query before it reaches our office•Also dealing with staff in a coaching role on an adhoc basis including career development and support with concerns in the working environment•Provide accurate, adequate feedback first time round as the escalation should not be sent to the Portfolio Head of the service area or the Head of Operations again•Find ways of preventing a repetition of the same scenario whether it be in the form of a system enhancement or process change or updating the knowledge base•Fulfilling our duties in line with Treating Customers Fairly and living the Momentum Values on a daily basis•Presenting ideas to staff and service managers on an adhoc basis which fall in line with preventing a repetition of certain scenario’s•Dealing with our Mentees on a daily basis in a mentoring role specifically with our Momentum Wealth Mentee and also other Mentees from other service areas on the floor•Providing a coaching role and on the job training with regards to addressing a client’s concern in line with Treating Clients Fairly principles and in a manner that will project our image appropriately Show less *See walk-in clients in walk-in reception area, create a transaction and assist clients with queries or process financial transactions to the system•Assist Management (Chairman’s office, Heads & Portfolio Managers) with escalated queries, from the media, Financial Advisers, internally, branches, walk-in clients or Financial Advisers, •Investigate escalated complaints/queries thoroughly, provide a breakdown of events leading to the complaint and identify risks in the service area, provide a report on complaints and walk-in clients for compliance purposes•Provide detailed reports to Management to facilitate the prevention of the scenario•Advise on system requirements and internal processes to assist in smoothing processes in the service area•Provide optimum service to stakeholders and Management at all times making a valid effort to resolve complaints or queries in the desired 24 hour turn around time•Assist our department with E-Mails as and when required – work overtime to clear the E-Mail queue or during normal working hours when able to assist•Assist or train staff with resolution of Web and SMS related queries as required•Involved in the External Technology Services process module to resolve queries between the service area and ETS •Manage the SMS Error Spreadsheet since inception of the 32746 service for Momentum Wealth, contact clients telephonically or via email to assist with using the SMS service appropriately•Working closely with the System Developers and Business Analysts of the SMS 32746 service. Formulate processes and system enhancements to facilitate the 32746 process and provide valid STATS to monitor use of the service•Panel Member and Secretary of the Momentum Wealth Transformation Panel*Solely responsible to see walk-in clients face to face and maintain a growing book of Direct Momentum Wealth clients•Solely responsible for contacting clients who experience errors when using our self-service 32746 Show less •Processing real time transactions from clients, telephonically for switches and sells•Written for switches, sells, change of financial adviser, retirement withdrawals, change of contact details, change of income amount/bank details for income, change of debit order instruction/details, change of Financial Adviser or Marketing Adviser•Assessing and loading New Business cases on Gemstone for Momentum Wealth products•Contacting branches, Financial Advisers and clients with outstanding requirements on new business cases and any transactions I process, including following up until resolution•Intensive product knowledge on all Momentum Wealth Products available on our platform, on the job self-training and skills development regarding Products and Systems•Assisting Management with projects like the SMS facility 32746 •Assisting the Portfolio Manager with escalated management queries, providing feedback and full resolution of client or Financial Adviser queries•Processing of transactions for priority Wealth clients, in the form of switches, sells and new business sent to my direct email – I then take responsibility for the feedback to clients even when loaded by my colleagues, as well as loading transactions when my colleagues are not available to do so•Overseeing the Retail Client Area when the Portfolio Manager is not available and responsible for resolution of Management queries when the need arises from Management or my colleagues •Detecting any trends that are notable which may cause a reputational risk to Momentum Wealth, and reporting the trend together with a proposed solution to Senior Management•Advising Senior Management or Heads of Departments or General staff of any problems picked up when clients call in, e.g. Incorrect details on our letter head or not being able to view statements online Show less

  • Escalated Service Specialist - Momentum Wealth

    Aug 2015 - Mar 2016

  • Service Manager: Retail Insurance Service: Centralised Quality Assurance

    Jul 2014 - Jul 2015

  • Escalated Service Specialist

    Feb 2012 - Jun 2014

  • Client Care Officer

    Feb 2010 - Jan 2012

  • Client Liaison Officer – Momentum Wealth

    Nov 2008 - Jan 2010
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  Momentum Wealth

  Aug 2015 - Mar 2016

  Escalated Service Specialist

  Effective handling of complaints regarding Momentum Wealth businessProviding a professional and detailed response to financial planners, marketing advisers, regional managers, branch managers, clients Excellent problem solving skills in order to prevent a repetition of the scenarioHaving a close relationship with Business Analysts, System Developers, Learning and Development and all operational support areas to assist with resolution of an escalation and for the future of our businessHaving and maintaining a relationship with all service managers in the Momentum Wealth area and other areas providing support where needed and ideas on how to approach a difficult situation and resolve the query before it reaches our officeAlso dealing with staff in a coaching role on an adhoc basis including career development and support with concerns in the working environmentEnsure accurate, adequate feedback first time round Find ways of preventing a repetition of the same scenario whether it be in the form of a system enhancement or process change or updating the knowledge baseFulfilling my duties in line with Treating Customers Fairly and living the Momentum Values on a daily basisPresenting ideas to staff and service managers on an adhoc basis which fall in line with preventing a repetition of certain scenario’sProviding a coaching role and on the job training with regards to addressing a client’s concern in line with Treating Clients Fairly principles and in a manner that will project our image appropriatelyDealing with various Sales distribution channels on a daily basis regarding new business Having in depth knowledge of FAIS, FICA. POPI and all Retirement legislation relating to new business and existing businessProviding feedback and ideas to the FICA panel relating to areas where we were at risk in our business. Contributing the formation of the FICA rules for Momentum Retail products Show less

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  Unemployed - Seeking an opportunity in long term insurance

  Apr 2016 - Aug 2016

  Unemployed

  Searching for a position in Johannesburg in Insurance/Investments

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  Intersure FInancial Services (Pty) Ltd - Intersure On Call

  Sept 2016 - May 2017

  Business Manager

  • Running the office of a busy Short-Term Insurance Brokerage, where 9 consultants and 1 Office assistant are based. Having 2 Sales Team Leaders report to me daily. • Keeping up to date with any requirements needed in Sales teams with regards to training and operational needs.* Finalizing monthly Payroll. • HR duties including issuing warning letters, attendance and leave register, updating of new recruits on the FSB register with compliance, gathering Employee information.• Maintaining relationships with consultants and broker relationship managers from various Insurers on the platform. (10)• Arranging on the job product training of Sales Staff, being present in training sessions to increase own knowledge.• Reconciliation of commission statements for purposes of monthly Payroll.• Drawing up of internal processes with regards to Welcome calls and Welcome Letters to new clients.& FAIS compliance• Accurate record keeping by ensuring the integrity and quality of client database and Sales statistics per Insurer, per consultant. Including Claims from clients, communicating with Insurer & Service Providers • Motivating Sales consultants and Team Leaders to do regular Dealer Marketing, and reach the monthly target of a minimum of 30 active policies.• Discussion of ideas for business growth, service offering, product development and FAIS compliance with Managing Director.• Maintaining relationships with Business Partners and internal stakeholders.• Presenting FAIS compliance training to Sales staff on an adhoc basis.• Attending off-site training on short term insurance products.• Recruitment of Broker Sales Consultants including posting advertisements for available positions.• Relating Treating Customers Fairly processes to Outbound Broker Sales Consultants and practicing TCF daily.• Upholding the business and myself to the highest standard of Integrity needed in the financial services industry. Show less

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  Momentum

  Jun 2017 - Nov 2019

  My main function is Developing content for train the trainer on new and revised processes. Also developing content for the business. Overseeing projects from learning and development, ensuring timeous completion of projects. Providing support during implementation and compiling detailed analysis reports of progress made or system issues preventing successful implementation of process. Investigating ways to improve overall service delivery and enhancing and equipping service specialists to deliver world class service. Working together with all stakeholders in the business from legal, compliance, product and service to ensure completion of accurate training guides.Implementation of instructional design fundamentals, agile way of work. Converting Process documentation to learning material. Then using E Learning to record transactions for development of E Lessons, using Captivate 8 and 9. Maintaining strong relationships with other learning areas for collaborations on projects and with staff in investments. Assisting colleagues and other areas where needed. Working independently and in a team depending on the project I work on.Being responsible for my own development and improvement of skills for the growth of the business and the servicing of our clients, both internal and external. Show less My main function is facilitation, learning and development. Converting Process documentation to learning material. Then using E Learning to record transactions for development of E Lessons, using Captivate 8 and 9. Also facilitating training on Complaints Handling, Standard Form of Communication and other projects for a large investments area including service and the contact centre.Maintaining strong relationships with other learning areas for collaborations on projects and with staff in investments. Collaborating with Compliance for the purposes of training on Complaints Handling and Treating Customers Fairly (TCF) Principles, to ensure that service understands what a complaint is and the importance of adhering to TCF. Assisting colleagues and other areas where needed. Working independently and in a team depending on the project I work on.Being responsible for my own development and improvement of skills for the growth of the business and the servicing of our clients, both internal and external. Show less

  • Content Developer & Facilitator

    Oct 2018 - Nov 2019

  • Business Process Administrator, Facilitation, Communication and Platform Change

    Jun 2017 - Sept 2018
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  Momentum Metropolitan Holdings Limited

  Nov 2019 - Nov 2023

  Group Corporate Social Investment | Consumer Financial Education Specialist

  -Working in the CSI team reporting to CSI Manager falling within Momentum Metropolitan Group Marketing.-Representing all CFE Programmes in the media and on various platforms that may be required.-Developing marketing campaigns with Brand, Marketing and Social Media teams in Momentum, Metropolitan and Momentum Metropolitan regarding all financial literacy programmes. -Collaboration with business units in line with strategic objectives for CSI and CFE. -Implement CFE Programmes that meet the National Consumer Financial Education strategy. -Use the Living Standards Measurement (LSM) as set out in the strategy as well as target provinces and demographics.-Network with external and internal parties that will assist in the successful development and implementation of CFE Programmes of the highest standard. -Using pedagogical methodologies, blended learning, both digital and face-to-face. -Noting the recommendations as proposed by independent Monitoring & Evaluation (M&E) partners during and after the facilitation of our CFE Programmes, specifically for the enhancement and improved impact of our programmes. -Drawing up a proposed budget for the financial year for approval by Group finance.-Attending ASISA CFE feedback meetings and using the information shared to bolster our CFE Programmes, ever-evolving in line with industry trends and legislative requirements. -Reporting on CFE Programmes to the Momentum Metropolitan Foundation (NPC) Board who funds our CFE Programmes regularly. Being accountable to the Board. -Maintaining relationships with all stakeholders, organizing stakeholder sessions and meetings with all role players in the CFE Programme before and during the implementation of our CFE Programmes. -Working with the DBE to develop programmes that fit within the curriculum within our schools.-Work with UNISA in collaboration to develop a MOOC -Performing a Project Manager role with regards to the implementation of all CFE Programmes. Show less

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  New Pathways Community Education & Training NPC

  Nov 2023 - now

  Executive Director and Founder

  A place where:▪︎People, communities, youth and unemployed persons matter. ▪︎Purpose driven people & organisations find a home.▪︎Funders find innovation, impact & ROI. ▪︎Stakeholders shape the future through collaboration.▪︎Working towards a positive current reality and a healed past is prioritised.▪︎Collaboration is the key to success.▪︎Financial Education is honed to enable participants to make more informed financial decisions, the right way.▪︎Wholistically crafted bespoke programmes to address the needs of communities.▪︎Networking with like minded individuals and organisations is welcomed.▪︎The past forms the foundation to launch access to opportunities for all. Show less