Customer Service Officer

Role Purpose:

The job holder will be responsible for building, maintaining, and growing Broker relationships and increase revenue by delivering a world class customer service in a very pro-active manner. He/she must meet the 96% retention target, increase portfolio profitability – not exceeding 65% (net claims ratio) – and grow the portfolio through upselling of benefits, and claims control.

Desired Skills:

1. Customer Development policies and procedures

2. General, Medical and Life & Pensions Products and categories

3. Systems and technology and proficient with data analytics

4. Competitive intelligence

5. Core product strategies

6. Indicators ensuring a competitive edge.

7. Local market trends

Main Responsibilities:

 Proactively manage retail portfolio by retaining (95% retention target), maintaining, increasing premium & lives volume through organic growth and by selling additional benefits and enhancements.

 Provide a dedicated and comprehensive service client, always acting as the primary point of contact between Client and DIB and deliver the highest level of customer care to meet and exceed expectations.

 Organization and timely attendance of regular client/Broker meetings. Take minutes and include required actions with TATs for circulation to all attendees and Team Leader. Ensure all required action as agreed is acted upon correctly and within TAT's.

 Identify service gaps and address the same.

 Gathering of market intelligence on all renewals including tender business and working with Operations Manager's support to ensure no business is lost due to pricing.

 Ensure clients are provided with correct quotes for new and existing business in a timely manner, revisions are prompt and in accordance with specified requirements and DIB renewal and strategy. Follow the renewal process and secure renewals of assigned schemes within TAT's

 Any other duties that may be assigned by the management.

 Always deliver brand promise and provide consistent levels of service to customers.

 Monitor service performance and adherence to agreed-upon service level targets.

 Ensure clients and customers receive optimal Services and Support

 Establish performance benchmarks and hold team to those goals.

 Resolve customer conflicts and handle escalation procedures.

 Lead with enquiries related requests according to policies and procedures.

 Follow up on customers' complaints and appeals closely.

 Provide feedback proactively to make work processes more efficient or to enhance customer experience Ensure timely and accurate upkeep of records within systems.

 Provide guidance and leadership to customer service team.

Key Competencies:

 Relationship Management skills

 Customer Focus & market awareness

 Excellent communication, analytical and presentation skills.

 Excellent interpersonal, and negotiation skills with the ability to network

 Excellent data skills, Report writing and Presentational skills

 Ability to priorities & deliver within set timelines

 Excellent Sales and Client relationship skills.

 Excellent underwriting and product development knowledge

 Great Attention to details

Qualifications:

 Degree OR Insurance Diploma with min 2 years of customer service experience in the insurance industry

 Enjoy people engagement and providing good advice

 Have patience in dealing with complex problems

 Have strong interpersonal skills and the ability to answer queries clearly over the phone Be result-oriented and enjoy seeing tangible results of your hard work

 Good command in English will be an advantage

 Proficient in Microsoft Word, Excel and PowerPoint

 AIIK Diploma / BCOM (Insurance), BSC (Actuarial Science)/ CII Diploma or any insurance related qualification is an added advantage.

 Experience in handling SME/Corporate Clients

 Experience in the Health underwriting, sales of health Insurance products preferably within an insurance intermediary or Insurance Company.

If you're interested in applying for this position, email your resume and cover letter indicating your expected basic salary to Human resources at by 4.00pm on 17th February 2023