Employee's Key Responsibilities:

  • Ensure the branch office and infrastructure are well maintained, clean, and presentable.
  • Promptly and effectively resolve customer and agent inquiries and complaints within the required turnaround time.
  • Interact with clients and agents as the first point of contact, providing assistance and information on products or services.
  • Provide detailed product or service information to assist customers and agents in making informed decisions.
  • Maintain customer records by accurately updating account information in the system.
  • Resolve product or service problems by actively listening to the customer’s complaint, identifying the cause of the problem, explaining the best solution, and ensuring timely resolution.
  • Implement strategic initiatives to improve customer satisfaction levels and loyalty.
  • Regularly communicate with customers by sending updates, such as arrear notices, lapse notices, renewals, and policy statements, and suggest ways to enhance communication.
  • Prepare reports on customer information by collecting and analyzing data to identify trends or areas for improvement.
  • Analyze customer and agent complaints and recommend solutions to address underlying issues.
  • Communicate changes or adjustments in policies to clients, ensuring clarity and understanding.
  • Contribute to the team’s efforts by accomplishing related tasks and supporting colleagues as needed.

Corporate Governance

  • Underwriting Guidelines. Apply underwriting guidelines and policies to determine whether an applicant meets the criteria for coverage.
  • Compliance. Stay updated with insurance regulations and underwriting best practices to ensure compliance with industry standards
  • Adherence to the laws and regulations of Kenya, the policies and regulations within the insurance industry and all internal company policies and procedures.
  • Ensuring compliance with applicable statutory and regulatory requirements and establishing mitigation measures against emerging business risks.

Culture

  • Fostering a corporate culture that promotes ethical practices and good corporate citizenship while maintaining a conducive work environment.
  • Collaborate with cross-functional teams to develop initiatives that promote a positive and inclusive company culture.
  • Individualized Development Planning: Create personalized development plans that align with your career aspirations and the organization’s objectives.

Conclusion:

  • Customer Service. Ability to provide excellent service and resolve customer inquiries and complaints.
  • Communication. Strong verbal and written communication skills to interact with customers and agents effectively.
  • Problem-solving. Aptitude for identifying and resolving customer issues by providing suitable solutions.
  • Active Listening. Ability to listen attentively to customers and understand their needs.
  • Adaptability. Flexibility to handle various customer situations and adapt to changing priorities.
  • Attention to Detail. Thoroughness in maintaining accurate customer records and analyzing information.
  • Teamwork. Collaborative mindset to work effectively with colleagues and support team objectives.
  • Empathy. Ability to understand and empathize with customers’ concerns and provide appropriate support.
  • Bachelor’s degree in Insurance, Finance, Business or any other related course.
  • Diploma in Insurance will be an added advantage.
  • Minimum 1-2 years’ experience in a similar role.
  • Experience in effectively resolving customer inquiries and complaints.
  • Familiarity with insurance or financial products and services is advantageous.