Intermediary & Client Service Assistant

6 days ago

Nairobi, Nairobi Area, Kenya Britam Full time 900,000 - 1,200,000 per year

Job Purpose

  • Provide support to Intermediaries and manage SME Pension Tier II relationships in line with established service standards, ensuring quality and timely service delivery.

Key Responsibilities

  • Provide information and a premium service to Britam Intermediaries, on products and services while delivering high quality service.
  • Intermediary Service Relationship support as per assigned Regions.
  • Support SME Tier II client portfolio management.
  • Follow up on Pension Tier II arrears & support timely receipting and posting of premiums.
  • Resolve customer queries and complaints efficiently.
  • Support member education initiatives and conduct on-site client visits.
  • Process T-Pay requests
  • Perform policy audits for Ordinary life policies when requested.
  • Processing of claims & benefits under instructions of and in liaison with the Manager, Intermediary Service.
  • Investigate and respond to all FA enquiries promptly within Intermediary Service Channel within the set SLA's
  • Escalate complex queries to the appropriate functional area
  • Process Intermediary Instructions according to the Delegation of authority matrix within set SLA's
  • Maintain an accurate record of all customer interactions in CRM through walkin clients, phone calls, letters, FAs, emails and other customer interactions.
  • Implement credit control policy and ensure that premiums are debited and collected as required.
  • Carry out customer and product related document processing.
  • Perform any other duties as may be assigned from time to time

Knowledge, Experience And Qualifications Required

  • Bachelor's degree in a business related field (insurance option preferred)
  • Progress in Professional qualification in Insurance (ACII, FLMI or AIIK)
  • At least 0-2 year's experience in the insurance industry or business related field
  • Experience in customer service

Primary Location
Kenya-Nairobi-Nairobi

Organization
Britam

Job Type
Permanent

Shift
Day Job

Contract Type
Full-time

Job Posting

Unposting Date
Ongoing

Number of Openings
1

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