Ntombi Khambule

Client-focused administrative and customer care professional with over 14 years of experience in claims administration, customer service, information gathering, document verification, client communication, record management and follow-up coordination. Experienced in managing sensitive client matters from initial receipt through finalisation, responding to enquiries via telephone and email, gathering and verifying supporting information, maintaining confidential records, resolving discrepancies and following up on outstanding requirements. Previous emergency call-screening experience further developed strong skills in handling inbound calls, gathering critical information, assessing caller needs, determining appropriate next steps and remaining calm and professional when assisting individuals in high-pressure situations.

Recognised for exceptional attention to detail, empathy, professionalism, confidentiality and the ability to manage high-volume administrative workloads accurately. Seeking to transition extensive transferable client service and administrative experience into an Intake Specialist / Client Intake Support role within a professional environment.

Insurance Administrator | Claims & Customer Care Specialist at InsureAfrica Underwriting Managers (Pty) Ltd (2012-05 – 2026-06)

Provided comprehensive claims, policy administration and customer care support within a high-volume insurance environment, managing sensitive customer information, documentation, enquiries, claims and administrative processes from receipt through finalisation.

• Managed end-to-end administration of funeral insurance policies while ensuring adherence to company procedures and service standards.
• Received and processed funeral claims from initial submission through finalisation.
• Gathered and verified supporting information and documentation required for claims processing.
• Reviewed documentation for completeness and accuracy before progressing matters.
• Captured new business applications, policy amendments, cancellations, reinstatements and beneficiary updates.
• Maintained accurate electronic and manual customer records while protecting confidential and sensitive information.
• Responded professionally to customer enquiries and complaints through telephone and email communication.
• Assisted customers with policy, premium, documentation and claims-related enquiries.
• Investigated policy, premium and claims discrepancies and worked toward appropriate resolution.
• Followed up on outstanding documentation and requirements to ensure timely completion of processes.
• Issued policy documentation, amendments and customer correspondence.
• Maintained relationships with clients, brokers, group schemes and internal departments to support efficient service delivery.
• Liaised with underwriters, management and external stakeholders regarding claims and administrative matters.
• Conducted quality checks on customer information and supporting documentation to maintain data integrity and compliance.
• Prepared reports and maintained accurate administrative records to support operational requirements.
• Performed premium reconciliations and supported month-end financial reconciliation processes.
• Assisted with onboarding and training new employees and interns on company products, systems and procedures.
• Managed multiple active priorities while consistently maintaining accuracy and attention to detail.

Sales Consultant at Hollard Life | Direct Channel Holdings (2011-10 – 2012-04)

• Communicated with prospective customers regarding life insurance products and services.
• Conducted outbound customer engagement and new business activities.
• Identified customer requirements and explained relevant policy benefits and product features.
• Assisted customers in selecting appropriate insurance solutions.
• Gathered and accurately captured customer information for new business applications.
• Maintained professional customer communication throughout the sales process.
• Worked toward daily performance targets while maintaining strong customer service standards.
• Built and maintained positive client relationships.

Call Screener – Emergency Services at Europe Assistance | MTN 112 (2009-10 – 2011-01)

Provided front-line telephone support to individuals contacting emergency services, requiring accurate information gathering, sound judgement, professional communication and composure in high-pressure situations.

• Received and managed inbound emergency calls.
• Listened carefully to callers and gathered critical information regarding emergency situations.
• Assessed information provided by callers to determine the nature of the emergency.
• Determined the appropriate emergency response or department required.
• Redirected calls to the relevant emergency service departments.
• Communicated calmly and professionally with callers during stressful and urgent situations.
• Provided reassurance and support while obtaining the information required for appropriate assistance.
• Maintained accurate records of calls and information received.
• Managed sensitive interactions while maintaining professionalism and composure.

Merchandise Packer at Checkers Hyper (2008-10 – 2009-09)

• Assisted customers with locating products and general enquiries.
• Packed merchandise and replenished shelves.
• Maintained merchandising and presentation standards.
• Maintained organised and clean checkout areas.
• Supported front-end colleagues during high-volume trading periods.

Level 2 BTEC Intermediate Diploma in Contact Centre & Work Readiness – World Outsource Learning Centre (2007 – 2008)

National Senior Certificate in Matric – Esokwazi Secondary School (2006)