Open to opportunities

Nomathemba Zuma

@nomathembazuma

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Customer Service Professional specializing in financial services client relations and compliant support.

South Africa

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What I'm looking for

I’m looking for a financial services client support role where I can deliver RE5-aligned service excellence, resolve queries and complaints fast, support onboarding, and maintain SLA performance—while coaching peers and improving customer experience through clear communication.

I bring 10+ years of customer service experience focused on client relations within financial services, backed by an RE5 certification and a commitment to service excellence. I’m known for strong active listening, conflict resolution, and the ability to explain complex product information clearly at every customer touchpoint.

In my recent role as a Service Consultant at Medscheme(Bonitas), I support brokers and service providers with benefits queries, manage claims questions, and ensure SLA adherence by following processes, scripts, and standard operating procedures (Q.A). Previously, as a Medical Aid Consultant at Discovery Health, I resolved client medical aid queries within agreed timelines, maintained FAIS compliance with zero regulatory breaches, and built trusted relationships through proactive follow-ups—while also advising clients on cost-effective insurance coverage and improving retention at Jenus Health.

Experience

Work history, roles, and key accomplishments

Current

Service Consultant

Current

Medscheme (Bonitas)

Jan 2024 - Present (2 years 6 months)

Assisted brokers and service providers with benefits and claims queries for medical aid. Ensured service level agreements were met and followed processes, scripts, and standard operating procedures with QA standards.

Customer Service Medical Aid Benefits Support Claims Client Communication

Medical Aid Consultant

Discovery Health

Apr 2019 - Dec 2023 (4 years 8 months)

Resolved client medical aid queries within agreed service timelines using comprehensive product knowledge and a structured query-management approach. Maintained FAIS compliance with zero regulatory breaches and supported client relationships through proactive follow-ups and benefit alignment reviews.

Medical Aid Query Resolution Service Timelines Management Product Knowledge Query Management Timely Follow Ups

Broker and Member Support

Jenus Health

Jan 2014 - Mar 2019 (5 years 2 months)

Advised clients on cost-effective insurance coverage aligned to their risk tolerance and financial capacity. Improved retention through annual reviews, loss run analysis, and early-warning alerts on insurer changes.

Insurance Advisory Needs Analysis Client Retention Annual Review Loss Run Analysis Insurer Change Monitoring