Latest Job Opening at Britam

Britam jobs, Insurance jobs, Customer Service jobs,

Corporate Health CSE

Job Purpose:

• Growth of medical insurance business to meet set annual premium targets

Key responsibilities

• Secure new business directly or through intermediaries in all the business channels.
• Maintain excellent customer service to intermediaries and clients.
• Service existing business.
• Follow up on renewals for medical insurance business.
• Forward proposal forms and all KYC documents to underwriting department.
• Ensure timely collections of premium as per the credit control policy.
• Prepare weekly reports as required by the BDM Corporate health.
• Undertake initial underwriting in accordance with set guidelines to ensure sound acceptance of risk.
• Respond to customer and client enquiries.
• Delegated Authority: As per the approved Delegated Authority Matrix.
• Perform any other duties as may be assigned from time to time.

Knowledge, experience and qualifications required

• Bachelors’ degree in a business-related field.
• Professional qualification in Insurance (ACII, IIK).
• 2-4 years’ relevant experience in the insurance industry.

Leadership category responsibility framework (Core Competencies) Emerging Leaders in Britam need to:

• Plan, direct and apply efficiencies and resources to optimise output and profitability against time, cost, and team targets.
• Effectively communicate strategic and operational departmental goals and objectives to peers and others to ensure proper implementation.
• Ensure that department priorities are adhered to and effectively communicated.
• Ensure competent and effective people resources through appropriate coaching, development, and people supervision as appropriate.
• Embody a high performance, proactive culture.
• Effectively ensure the adherence to key performance areas, deadlines, and goals to optimize operational effectiveness.
• Effectively communicate resource needs, possible opportunities, and achievements to management to aid them in their decision-making.
• Effectively set and monitor priorities and objectives for more junior staff.
• Understand and communicate objectives in relation to the larger organizational impact.
• Effectively disseminate knowledge within the correct context, towards subordinates as well as management.
• Appropriately model the company values while setting the pace and energy for delivering.
• Effectively manage and communicate change within the department to increase staff and process effectiveness.
• Provide access to accurate and consistent information and services across all channels.
• Ensure a seamless experience for clients.
• Improve service delivery for clients.
• Engage in continuous brand building to become the trusted partners to clients.

Quality Assurance & Reporting Analyst – (2300000N)

Job Purpose and Key responsibilities

Job Purpose:
The Role holder will be responsible for assessing the quality of service delivery across all customer contact points within contact centre as well as support the team leaders and managers in gap identification and make recommendations to improve on customer experience. 
Key responsibilities:

• Analyze/audit service incident data, emails, voice recordings, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards.
• Provide structured and timely recommendations; verbal and/or written feedback.
• Perform mock calls with new hires post-training to determine readiness for moving into frontline live environment.
• Develop and conduct targeted group coaching sessions for agents that address Service Quality deficiencies and/or improvement opportunities.
• Use customer service expertise to assess existing practices and procedures for process improvement opportunities.
• Use Contact Centre tools to gather data and analyze trends or patterns affecting quality and performance.
• Collaborates with fellow call quality team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience.
• Manage scheduling and load balancing for Contact Centre.
• Provide afterhours/holiday support when needed to modify call flows or message announcements.
• Provide training on report and dashboard development to team members and management as needed.

Key Performance Measures:
As described in your Personal Score Card.

Knowledge, experience and qualifications required

Knowledge, experience and qualifications required:

• Degree from a recognized university.
• 2-3 years total working experience in customer service within Britam environment.
• Excellent Knowledge of Britam products and services. 
• Excellent oral, written and interpersonal communication skills. 
• Strong knowledge of customer care processes and techniques.
• Must have good analytical skills as well as decision making abilities.
• Good organizational and planning skills.

Technical/ Functional competencies:

• Knowledge of insurance regulatory requirements.
• Knowledge of insurance products.
• Sales and marketing management skills.

Customer Service Assistant – (23000047)

Job Purpose:
Responsible for delivering an exceptional customer experience at the service centre 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 service centre
• Investigate and respond to all customer enquiries promptly at the service centre.
• Escalate complex queries to the appropriate functional area.
• Keep abreast of regular internal (to staff) and external (to customers) communication on Customer
  Service matters.
• Carry out customer, and intermediary related document processing including scanning and indexing
  documents in the Document Management System.
• Process pension queries and requests.
• 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 walk-in clients, phone calls,
  letters, intermediaries, emails and other customer interactions.
• Preparation of any ad hoc departmental reports upon request.
• 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.
• Recording of CRM interactions and ensuring they correspond to the number of interactions handled.
• Adherence to best practice standards in achieving Customer experience performance metrics as per
  the set standards -NPS, CSAT and QA
• Ensure timely dispatch of medical cards.
• Perform any other duties as may be assigned from time to time.

Knowledge, experience and qualifications required

Knowledge, experience and qualifications required

• University degree in a social science or business related field.
• At least 2-3 years’ experience in a contact centre or customer facing role

Technical/ Functional competencies

• Ability to discreetly handle sensitive and confidential information
• Strong organizational skills; ability to prioritize work and meet deadlines
• Strong writing, analysis and presentation skills
• Computer literate (MS Word, PowerPoint and Excel expert)
• Records management
• Customer Service, planning and organizational skills

Leadership category responsibility framework (Core Competencies)
Individual Leaders in Britam need to:

• Keep up to date with the directions, vision and objectives of the department in order to align own
  expertise, advice and outputs.
• Collaborate with relevant stakeholders in the business in order to achieve business objectives.
• Increase and aid in well-informed decisions through the delivery of expertise.
• Have a clear understanding of requirements and areas of specialisation through effective
  networking.
• Stay informed in area of expertise through the relevant research, literary review, seminars,
  publications as well as other relevant resources of information.
• Disseminate and analyse relevant information in order to inform and advise the business in terms
  of the best possible recommendations and decisions.
• Adherence to key performance areas, deadlines and goals in order to optimise operational
  effectiveness.
• Effectively communicate resource needs, possible opportunities and achievements to
  management.
• Effectively monitor priorities and objectives.
• Understand own objectives in relation to the larger organisational impact.
• Effectively disseminate knowledge within the correct context, towards management.
• Appropriately act out the company values.
• Access accurate and consistent information and services across all channels.
• Ensure a seamless experience for clients.
• Improve service delivery for clients.
• Engage in continuous brand building to become the trusted partners to clients.

APPLY HERE