Summary
Date Posted: Thursday, August 18, 2022 , Base Salary: Not Disclosed

JOB DETAILS:
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 and ensure high standards of Customer Service are maintained at the branch level in the respective branch
• Investigate and respond to all customer enquiries promptly at the branch level
• Escalate complex queries to the appropriate functional area
• Maintain regular internal (to staff) and external (to customers) communication on Customer Service matters.
• Carry out customer, FA and product related document processing including scanning and indexing documents in the Document Management System
• Process pension queries and generate member statements on request
• Premium receipting and posting/allocating to the Line of Business systems and preparing daily premium reports
• Initiate processing of AMC business through scanning and indexing new business applications, top ups, withdrawals, rollovers and switches
• Maintain an accurate record of all customer interactions in CRM through walking clients, phone calls, letters, FAs, emails and other customer interactions
• Preparation of the branch operations reports
• Maintain a neat and accurate petty cash record book and ensure petty cash float levels are kept
• Hold brief in the event the underwriting associate is absent by performing that role/tasks
• Perform any other duties as may be assigned from time to time.
• Drive customer self-service by encouraging all walk-in clients to sign up to the customer portal and offer necessary support.
• Ensure business retention by taking initiative to conserve cancellations and surrenders before processing customer instructions.

Key Performance Measures
As described in your Personal Score Card.

Knowledge, experience and qualifications required
• Bachelor’s degree in a business related field
• At least 2- 4 years’ experience in a similar position.

Technical/ Functional competencies
• Customer service skills
• Decision making –ability to make strategic decisions in a timely and effective manner
• High moral and ethical standing
• Highly motivated.

Work Hours: 8

Experience in Months: 24

Level of Education: Bachelor Degree

Job application procedure
• Interested and qualified? Click here to apply

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