CV Profile No.106741

Experience in the following industries :

• Banking, insurance, finance

Professional experience

• Personal Portfolio Consultant
• Dotsure/Badger Holdings
• 03.2017 - 07.2018
• • Manage the insurance portfolios of customers. • Identify customer insurance needs and recommend the most suitable product to ensure that customers are adequately covered. • Resolve customer queries in line with standard company operating procedures. • Conduct internal process compliance checks on newly underwritten policies. • Recommend process improvements based on daily experiences with customers. • Ensure that disclosures made to customers are in line with the Policyholder Protection Rules. • Meet monthly sales and service targets and share learnings with colleagues.

• Complaint Resolution Specialist
• Dotsure/Badger Holdings
• 08.2018 - 05.2020
• • Liaise directly with customers in connection with escalated insurance contract/customer service-related disputes. • Gather information related to the contractual relationship between the customer and the insurer. • Investigate and fairly adjudicate disputes between the customer and the insurer. • Conduct root cause analyses with the aim of identifying areas of improvement and presenting findings to senior management for purposes of informing decision-making Root cause analysis. • Review the quality decisions taken within operational areas to ensure compliance with standard operating procedures and relevant laws. • Review the accuracy of claim outcomes against the provisions of the insurance contract. • Compile monthly reports identifying trends, possible risks and the mitigation thereof. • Provide training to various operational areas. • Maintaining a 0% overturn rate on internally adjudicated escalated for resolution to the various ombuds.

• Legal Advisor
• Dotsure/Badger Holdings
• 12.2019 - 05.2021
• for submission to OSTI, OLTI, FAIS & FSCA. • Reviewing the merits of each dispute objectively and submit responses to various ombuds. • Developing own knowledge and understanding of the organisation's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. • Reviewing complex claims put forward for decision or amendments to the original decision as well as all other supporting decisions taken throughout the claims process by adherence to the required standard. • Identify trends of non-adherence to specific rules and guidelines and resolving instances of non-conformity. • Working independently and providing technical guidance when required on how to achieve full compliance with applicable rules and regulations in operations. • Reviewing the quality decisions taken within operational areas to ensure compliance with standard operating procedures and relevant laws. • Conducting root cause analyses with the aim of identifying areas of improvement and presenting findings to senior management for purposes of informing decision-making. • Conducting legal research in order to keep abreast of regulatory amendments. • Building & maintaining relationships with various stakeholders (internal & external). • Maintaining a 100% success rate in all disputes referred to the various ombuds

• Product Administrator and Systems Quality Tester
• Dotsure/Badger Holdings
• 05.2021 - 11.2022
• • Drafting system and product specifications and changes for development by software developers. • Conducting quality assurance testing on amendments to standard operating procedures, products, scripting, disclosures, policy renewal documentation and customer communications to mitigate exposure to regulatory, legal and reputational risk. • Drafting and applying endorsement clauses for customer policies across personal lines, commercial, pet and life insurance books in line with relevant regulations and laws. • Drafting regulatory-compliant call centre scripts. • Review, approve, initiate and facilitate product amendments. • Investigating and responding to product and system-related queries. • Gathering underwriting, product, and system-related information that assists with dispute resolution and recommending defense strategies in alternative dispute resolution matters. • Assessing underwriting risks and providing guidance to underwriters to limit the insurer’s exposure to risk.

• Legal Advisor
• Dotsure/Badger Holdings
• Since 12.2022
• • Validating the insurer’s decisions against contractual agreements and drafting responses for submission to OSTI, OLTI, FAIS & FSCA. • Developing own knowledge and understanding of the organisation's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. • Reviewing complex claims put forward for decision or amendments to the original decision as well as all other supporting decisions taken throughout the claims process by adherence to the required standard. • Identify trends of non-adherence to specific rules and guidelines and resolving instances of non-conformity. • Work independently and provide technical guidance when required on how to achieve full compliance with applicable rules and regulations in operations. • Identify shortcomings in existing processes, systems and procedures, and use established change management programs to address them. • Making recommendations for the implementation of continuous improvement opportunities pertaining to rules, guidelines and processes. • Working independently and providing technical guidance when required on developing, monitoring, interpreting and understanding policies and procedures while ensuring they match organisational strategies and objectives. • Using clear and effective communication skills and provide technical guidance when required to express ideas, request actions and formulate plans or policies.