Insurance jobs, Finance jobs, Customer Service jobs,
Customer Service Officer
Job Ref. No. JLIL176
Role Purpose
The role holder interacts with Jubilee Life customers to provide them with information to address inquiries regarding products and services. In addition, they deal with and help resolve any customer complaints and implement initiatives to improve customer satisfaction levels and loyalty, while ensuring that the customers receive world class customer service experience.
Main Responsibilities Operational
- Informing clients by explaining procedures and answering questions on telephone, social media and emails.
- Ensuring customer inquiries and complaints are promptly and effectively resolved within the required turnaround time.
- Interacting with the clients as the first point of contact between the company and the customers.
- Selling additional products by recognizing opportunities to cross-sell or up-sell new benefits.
- Maintaining call centre database by entering information in the CRM system.
- Resolving product or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Ability to code all calls received.
- Identifying and escalating complex customer issues to the appropriate departments for resolution.
- Collaborating with team members and other departments to resolve customer problems effectively.
- Keeping accurate and detailed records of customer interactions and issue resolutions.
- Making calls to customers to update on arrears notices, lapse notices, renewals, policy statements etc and ensure collection of premiums.
- Contributing to team effort by accomplishing related results as needed.
- Preparing reports as requested by management.
Corporate Governance
- 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.
Key Competencies
- 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.
Qualifications
- Bachelor’s degree in insurance, Finance, Business or any other related course.
- Proficient in the use of Microsoft office suite/packages and project management tools & methodologies.
Relevant Experience
- Minimum 6 months – 1 year experience in a similar role.
- Experience in effectively resolving customer inquiries and complaints.
- Familiarity with insurance or financial products and services is advantageous.
Customer Service Officer
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Job Ref. No. JLIL175
Role Purpose
The role holder interacts with Jubilee Life customers to provide them with information to address inquiries regarding products and services. In addition, they deal with and help resolve any customer complaints and implement initiatives to improve customer satisfaction levels and loyalty, while ensuring that the customers receive world class customer service experience.
Main Responsibilities Operational
- Greet and welcome clients visiting the office, providing a warm and friendly environment.
- Ensuring customer inquiries and complaints are promptly and effectively resolved within the required turnaround time.
- Interacting with the clients as the first point of contact between the company and the customers at service centre.
- Selling additional products by recognizing opportunities to cross-sell or up-sell new benefits.
- Identifying and escalating complex customer issues to the appropriate departments for resolution.
- Collaborating with team members and other departments to resolve customer problems effectively.
- Contributing to team effort by accomplishing related results as needed.
- Listen to clients’ inquiries, concerns, and requests, and provide accurate and timely responses.
- Assist clients with policy-related questions, claims inquiries, premium payments, and general policy servicing.
- Process policy changes, endorsements, and cancellations accurately and efficiently.
- Update client information and policy details in the database.
- Collaborate with internal departments, such as underwriting and claims, to ensure smooth policy administration and customer satisfaction.
- Build and maintain strong relationships with clients, fostering trust and loyalty.
- Identify and address client needs, offering suitable solutions and assistance.
- Follow up with clients to ensure their satisfaction and resolve any outstanding issues.
- Maintain accurate and up-to-date client records, ensuring confidentiality and data protection.
- Prepare and distribute necessary documentation, such as policy documents, renewal notices, and payment receipts.
- Handle client correspondence via email, mail, or other communication channels.
- Investigate and resolve client complaints or issues promptly and effectively.
- Escalate complex or unresolved issues to the appropriate departments for further action.
- Keep detailed records of client interactions, inquiries, and issue resolutions.
Corporate Governance
- 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.
Key Competencies
- Customer Service
- Communication
- Problem-solving
- Active Listening
- Adaptability
- Attention to Detail
- Teamwork
- Empathy
Qualifications
- Bachelor’s degree in insurance, Finance, Business or any other related course.
- Diploma in Insurance will be an added advantage.
- Proficient in the use of Microsoft office suite/packages and project management tools & methodologies.
Relevant Experience
- 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.
Pension Administrator – Projects
Job Ref. No. JLIL177
Role Purpose
The role holder will be responsible for ensuring accurate and timely processing of policy premiums, policy changes, and related financial transactions. The role holder plays a critical role in managing premium administration processes, ensuring compliance with company policies and regulatory requirements, and providing excellent customer service to policyholders.
Main Responsibilities Operational
- Premium Processing: Receive and process policy premiums, ensuring accuracy and completeness of information, and adherence to established procedures and guidelines.
- Policy Reconciliation: Reconcile premium transactions and financial records to ensure accurate accounting and resolve any discrepancies in a timely manner.
- Ensure that contribution/transfers/premium collection is done efficiently and within the agreed deadlines.
- Liaise with the New business team, checkoffs and pension administrators to ensure correct payment schedules are received and updated in time.
- Ensure accurate and timely allocation and approval of contributions/transfers/premium received.
- Timely communication and follow up with clients, agents on contribution/premium arrears.
- Ensure GWP/contribution collection targets are met.
- Liaise with Treasury, other business lines, agents/clients to clear any outstanding payments in the assigned bank accounts.
- Ensure new DDA Mandates are launched to the various banks within the TAT of 3 days and that the databases for the same is accurate and always updated.
- Regularly run reports on efficiency of various modes of payments and provide daily activity and other reports as required by Management.
- Respond to all customer queries or inquiries within the TAT of 48 hrs.
- Process Improvement: Identify opportunities for process improvement and efficiency enhancement within premium administration processes. Collaborate with relevant stakeholders to implement changes and streamline operations. Improve manual processes through automation and comply with the internal controls in place.
- Any other duty as may be assigned by your line manager or head of department.
Corporate Governance
- 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.
Key Competencies
- Attention to Detail: Ability to work with precision and accuracy, ensuring thoroughness in premium processing and data entry.
- Analytical Thinking: Strong analytical skills to review premium-related data, identify discrepancies, and resolve issues.
- Customer Focus: Commitment to providing exceptional customer service, understanding customer needs, and delivering timely and accurate solutions.
- Communication: Effective verbal and written communication skills to interact with internal and external
- Problem-Solving: Ability to identify and resolve premium-related issues, exercise good judgment, and make sound decisions within established guidelines.
- Time Management: Excellent organizational skills to manage multiple tasks, prioritize workload, and meet deadlines.
Qualifications
- Bachelor’s degree in insurance, Finance, Business or any other related course
- Proficient in the use of Microsoft office suite/packages and project management tools & methodologies.
Relevant Experience
- Minimum 6 months – 1 year experience in a similar role.
HOW TO APPLY
If you are qualified and seeking an exciting new challenge, please apply via Recruitment@jubileekenya.com quoting the Job Reference Number and Position by 5th November 2023.
Only shortlisted candidates will be contacted.