Roles and responsibilities
Achieving Zamara’s ambitious strategic priorities will be complex and challenging. Its continued success will be dependent on building and retaining a world-class team. The Consultant will guarantee 100% client satisfaction leading to client retention and business growth through new business referrals.
Relationship Lead
- Creates and strengthens relationships by holding frequent ad hoc meeting with the clients to update them on the status of the scheme.
- Be the main contact person of Zamara to clients and underwriters.
- Provide professional advice explaining cover, exclusions, terms and conditions and ensuring clients are advised of any underwriting requirements in terms of the policy.
Scheme Performance and Reviews
- Review the performance of all schemes and advising the clients on how to ensure that their claims experience is favorable.
- Preparing service reports to clients on the operational, claims and care management issues.
- Providing reports within the given time frames to ensure the clients are in the know about their scheme performance.
- Analyze and communicate market trends which will advise clients and how best to optimize scheme performance by comparing and benchmarking various corporate benefits offering.
Underwriting
- Scheme set up in the system.
- Invoicing clients and collecting premiums.
- Reconciliation of accounts with finance and underwriters.
Database Management
- Acknowledgement of receipt of membership instructions from client.
- Advising insurer on membership instructions received (additions & deletions).
- Accurate day to day membership updates.
Value Adds
- Design & implement value adding concepts.
Complaint Management
- Revert to clients on escalated issues and complaints raised ensuring that customers are always satisfied by the service level given.
- Ascertain that the agreed upon turnaround time for resolution of client enquiries and complaints.
Business Development and retention
- Produce referrals from clients through great service, excellent advice and knowledge of insurance.
- Analyze and take advantage of opportunities always to cross/up sell to client in respect of all covers.
- Warranty that the agreed retention rate is reached – that one offers the best solutions on scheme renewals to manage client’s budget and benefits.
Compliance
- Drive compliance of all schemes by making sure that all pertinent documents such as policy documents, renewal endorsements, award and introduction letters, service level agreements are issued and qualified.
- Conduct member education to members to drive adherence to the set policies.
Experience and personal qualities
The following experience is preferred:
- Bachelor of Commerce degree – Insurance option or business-related field.
- Minimum 3 years’ experience in key accounts management with a bias in the insurance sector.
- A professional qualification in customer service is an added advantage.
The following personal qualities are preferred:
- Excellent communication skills both written and spoken
- Customer management skills
- Good analytical skills
- Good work ethic
- Team player
- Attention to detail
- Business etiquette
- Innovative
APPLY USING THE LINK BELOW:
Consultant, Client Relations – Group Life at Zamara Kenya
