Abardean Roestorff

Experience

• 

  Aasvoelkrans Holiday Resort

  Sept 2013 - Apr 2014

  Administrative Receptionist
• 

  Telesure Investment Holdings (TIH)

  Nov 2014 - now

  • Processing disputes, dealing with complex queries and investigating and resolving customer disputes and complaints. • Act as first line mandated representative providing customer service and handle customer disputes and liaise with the customer/customer's attorneys within the given time frames provided by Management. • Ensure continuous communication on disputes referred from the applicable platforms, either verbally or by written communication, within the prescribed timelines.• The applicant will also be required to ask relevant questions to evaluate the customer's level of understanding and to identify and respond to areas requiring further information or explanation.• Ensure all work meets operational, technical and financial results and/ or targets as and when required. This includes delivery on TCF principles in alignment with regulatory requirements. • Identifying instances of non-compliance with the organization's policies and procedures and/or relevant regulatory requirements, reporting these and escalating issues as appropriate.• The IDRD agent must be capable of building and maintaining relevant relationships with internal departments to assist in managing the customers complaints.• Develop and maintain excellent procedural or technical skills by keeping up to date knowledge of the Ombudsman and TIH Procedures and philosophies. • Develop own capabilities by participating in continuous professional development and coaching.• Gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. • Maintain an understanding of relevant legislation, external regulation, and industry best practices through ongoing education Show less  Ensuring the customer is treated fairly and that the customer receives excellent service in accordance with industry and company guidelines Acting stand-in manager: managing a team of claims handlers (at managerial level) Answering questions pertinent to existing claim and determine appropriate course of action Providing advice on making a claim and the processes involved Collecting accurate information and documents related to a claim Analysing a claim made by a policyholder Guiding policyholders on process of claim Contacting trades people from a network of approved professionals and arranging for them to make repairs on the policyholder's property Monitoring the progress of a claim Investigating potentially fraudulent claims Ensuring fair settlement of a valid claim Building relationships with loss adjusters, forensic accountants and solicitors, as well as other legal and claims professionals Handling any complaints associated with a claim Involvement in loss adjusting activities and in legal discussions relating to settlement Taking responsibility for productivity and profit Adhering to legal requirements, industry regulations and customer quality standards set by the company. Show less

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    Mar 2024 - now

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    Apr 2022 - Feb 2024

  • Short Term Insurance Claims Processing Consultant

    Sept 2017 - Mar 2022

  • Claims Consultant

    Jun 2016 - Aug 2017

  • Customer Care Consultant

    Nov 2014 - May 2016