Job purpose:
Responsible for delivering an exceptional customer experience at the Britam branch level and putting the needs of every customer at the heart of every decision making process.
Key responsibilities:
- Implement the customer experience strategy within Intermediary Service Channel.
- Investigate and respond to all FA enquiries promptly within Intermediary Service Channel within the set SLA’s.
- Process Intermediary Instructions according to the Delegation of authority matrix within set SLA’s.
- Escalate complex queries to the appropriate functional area.
- Maintain an accurate record of all customer interactions in CRM through email, phone calls and whatsapp
- Carry out customer and product related document processing
- Process & issue certificates and cover notes where necessary.
- Process Simple Renewals.
- Initiate processing of AMC, Life and Pension business through scanning and indexing new business applications, top ups, withdrawals, rollovers and switches.
- Conduct 1st level underwriting of new business /by carrying out completeness and accuracy checks to
ensure data was captured accurately in the application and systems. - Ensure prompt and efficient processing of customer instructions and ensure customer needs are attended to in a timely manner.
- Review all applications for insurance for all lines of Business to determine the profiles of risks presented to the company for insurance and assess their acceptability or otherwise according to the Delegation of authority matrix.
- Drive the increased use of Self-Service channels by customers and FA’s.
Knowledge, experience and qualifications required:
- Bachelor’s degree in a business related field.
- At least 0-2 years’ experience in the insurance industry or related field.
- Professional qualification is an added advantage.
Technical/ Functional competencies:
- Knowledge of insurance & investment concepts.
- Knowledge of underwriting processes and procedures.
- Technical competence in underwriting insurance risks/ Investment products.
- Knowledge of insurance & investment regulatory requirements.
