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Client Relations Officer

3 months ago

Nairobi, Nairobi Area, Kenya Britam Full time

ABOUT THE COMPANY

Britam is a leading diversified financial services group, listed on the Nairobi Securities Exchange. The group has interests across the Eastern and Southern Africa region, with operations in Kenya, Uganda, Tanzania, Rwanda, South Sudan, Mozambique and Malawi. The group offers a wide range of financial products and services in Insurance, Asset management, Banking and Property.

JOB SUMMARY

KnowledgeInsurance Products and Services: Comprehensive understanding of the various insurance products and services offered by Britam.Customer Service Principles: Knowledge of best practices in customer service and client relationship management.Credit Management: Understanding of credit control and collection processes.Regulatory Requirements: Familiarity with insurance regulations and compliance standards in Uganda.ExperienceCustomer Service Experience: Several years of experience in a customer-facing role, preferably in the insurance or financial services industry.Client Relationship Management: Proven track record in managing and nurturing client relationships.Credit Collection: Experience in credit collection and managing accounts receivable.Conflict Resolution: Experience in handling customer complaints and resolving conflicts efficiently.QualificationsEducation: A bachelor's degree in Business Administration, Finance, Insurance, or a related field.Professional Certifications: Relevant certifications in customer service, insurance, or credit management can be an added advantage.Technical Skills: Proficiency in customer relationship management (CRM) software and other related systems.Communication Skills: Excellent verbal and written communication skills, with the ability to interact professionally with clients and team members.Analytical Skills: Strong analytical and problem-solving skills to assess client needs and credit risks.Organizational Skills: Ability to manage multiple tasks and prioritize effectively.

RESPONSIBILITIES

1. Maintain professional understanding of customer base to assist Britam maintain and improve our current relationships.2. Regular meeting with the Intermediaries to ensure reconciliations are up to date and any disputes are resolved.3. Enhancing Customer Relations by regular Servicing of Intermediaries hence handling of any requests and complaints.4. Perform as key contact for selected customer relationships under CRM's guidance.5. Facilitate weekly client meetings, Broker Meetings, Facultative partners meetings and Financial Advisors to work through priority issues like premium payment, claims recoveries, and plan future initiatives with the Client Relationship Manager.6. Initiate and develop activities to ensure on time and scheduled response to customers and intermediaries7. Proforma collection through providing debtors/ proforma listing to sales team and updating the team on collections made on a daily basis8. Participate in focused status meetings with Channel managers and customers on a daily9. Provide proper refund of premiums and claim compensation to customers on time.10. Regular meeting with designated Financial Advisors to ensure their debtor/ proforma balances are up to date and premiums are collected in time. 11. Check, verify commissions, Reinsurance payments and claim recoveries to the intermediaries.12. Monthly reconciliation of the debtors listing totals to the GL balances.13. Work with Accounts Assistant to ensure the accurate daily, weekly and monthly proforma/debtor's summary report to the Proforma committee.14. Work with the Accounts Assistant to ensure timely preparation of quarterly signed Broker Statements to IRA.15. Follow up on credits in the bank statements and ensure they are receipted and accurately allocated every Day.16. Ensure proper filing of and soft copy storage of all documents.17. Assists in other duties as needed and directed

REQUIRED SKILLS

Reporting, Analytics, Business intelligence

REQUIRED EDUCATION

Bachelor's degree