Rose Lekalakala

Results-driven Employee Benefits and Claims Specialist with proven experience in end-to-end claims processing, quality assurance, and compliance within pension fund administration. Skilled in coordinating claims cycles, handling escalations (including PFA and FSCA queries), and ensuring adherence to SLA, legislative requirements, and internal policies. Strong background in stakeholder engagement, audit preparation, reporting, and continuous process improvement.

Adept at managing high-pressure environments while maintaining accuracy, mitigating risk, and enhancing operational efficiency.

Walk-In Fund Consultant at Alexforbes (2026-04 – Present)

• Administer and support benefit claims processing (withdrawals, retirement, death, disability) ensuring accuracy and compliance.
• Assist with Section 37C processes including verification of claimant information and documentation.
• Engage with walk-in clients to resolve queries within SLA timelines and quality standards.
• Capture and update client records ensuring data integrity on systems.
• Provide clear guidance on benefits, processes, and documentation requirements.
• Manage complaints and ensure timely resolution or escalation where required.
• Complete administration and reporting within agreed timeframes.
• Ensure compliance with FSCA, legislative requirements, and Treating Customers Fairly principles.
• Identify process improvements to enhance client experience.
• Maintain relationships with stakeholders and support SLA delivery.

Employee Benefits Administrator at Efficient Corporate Solutions (2023-11 – 2025-10)

• Supported end-to-end claims administration and ensured correct processing within SLA.
• Managed client queries and complaints ensuring professional and timely feedback.
• Compiled reports and assisted with trustee and management reporting.
• Maintained compliance with FAIS, FSCA, and TCF requirements.
• Collaborated with stakeholders to resolve complex queries and improve service delivery.

Retirement Benefit Counsellor at Efficient Corporate Solutions (2025-04)

• Advised members on retirement, withdrawal, and benefit options.
• Assisted with claims processing and ensured accurate documentation.
• Conducted member education and counselling sessions.
• Maintained compliance with regulatory frameworks and fund rules.

National Diploma in Economics Management Analysis – Tshwane University of Technology (2019 – 2023)

Virtual Assistant Training – ALX Africa (2024)