Latest Vacancies at Heritage Insurance

Customer Service Jobs, Data, Business Analysis and AI, Insurance Jobs,

Underwriting Analyst

Job Summary

The role holder will be responsible for the eective processing of underwriting documents and verication of client data and assessment of the proposed risks within the set standards.

Key Responsibilities

• Assess the proposed risk within set standards to accurately determine the risk the business is taking
•  Policy generation and motor certificate issuance
•  Preparation of policy documents
•  Policy endorsements
•  Policy reconciliation
•  Policy renewal
•  Policy debiting
•  Policy cancellations
•  Issuance of cover notes
•  Issuance of quotations
•  Keep detailed and accurate records of policies underwritten and decisions made
•  Maintain high standards of customer service by responding to client’s enquiries (walk-in clients, telephone, and emails) and efficiently address their issues
•  Assist clients in identifying our products (policies) that suit their needs in line with insurance principles.
•  Liaise with intermediaries and direct clients on issues in relation to their policies to provide correct information to the client
•  Apply the credit control policy and ensure that debit/ credit notes raised, are raised in the correct month to facilitate collection
•  Ensure proper filing of client information both manual and electronic for easy retrieval of documentation when required
•  Embrace governance requirements with respect to KYC/AML/Data protection requirements per governing Acts.
•  Record customer complaints with the customer complaints champion in the department and offer solutions where necessary.

Qualifications

• Bachelor’s degree in Insurance, Finance, Economics, or other business-related discipline
• Progress towards Diploma in Insurance (ACII or AIIK), (at least 3 papers or equivalent).

Experience

• 2 years’ experience in the insurance or financial services industry.

Competencies

• Understanding of insurance operations and concepts
•  Knowledge of insurance products
•  Knowledge of underwriting processes and procedures
•  Technical competence in underwriting insurance risks
•  Knowledge of insurance regulatory requirements
•  Delivering results and meeting customer expectations
•  Following instructions and procedures
•  Coping with pressures and setbacks
•  Relating and networking
•  Analysing
•  Working with people
•  Applying expertise and technology
•  Learning and researching
•  Presenting and communicating information
•  Adhering to principles and values
•  Achieving personal work goals and objectives

Executive, Customer Experience

Job Summary

The role holder will be responsible for improving the overall experience each customer has with our brand.

Key Responsibilities

•  Provide high level customer experience and maintain quality standard in daily operations
•  Conduct service and communication checks on daily basis to refer or resolve any requests from customers launched through communication channels
•  Respond to customer queries promptly and offer fair resolutions that are compliant to company policies, governance and are in line with customer charter
•  Inform and educate customers on products to ensure retention of existing customers, increase sales revenue and the organization’s customer base.
•  Support customer onboarding and quality checks to ensure customer retention
•  Establish customer needs and act promptly to address enquiries or requests
•  Prompt escalation of customer issues and challenges for resolution.
•  Handle customer calls, emails and feedback received in line with Service Level Agreements, policies, and customer charter
•  Actively participate in data enrichment which involves data capture, review, analysis and generate reports as may be required from system
•  Pro-actively engage with customers to identify risks, problems, and potential opportunities.
•  Champion customer fairness treatment in the business.
•  Procure customer feedback and prepare reports for business review and enrichment of processes, product,  and skilling for people.
•  Support and champion customer experience training within the business

Qualifications

• Bachelor’s Degree in Social Sciences or business-related field.
• ICX/CIM/MSK certification is an added advantage.

Experience

• 2 years’ experience in the insurance or financial services industry.

Competencies

•  Superior interpersonal communication skills
•  Emotional intelligence and maturity
•  Understanding of personalities and matching mode of communication
•  Skilled in task prioritization and executing tasks.
•  In-depth knowledge in insurance solutions and abreast of market trends
•  Good understanding of business operations
•  Knowledgeable in customer service and customer experience measures

Forensic Investigator

Job Summary
Main Purpose

• The purpose of the job is to investigate fraud and disputed claims using several scientific methods to ascertain the credibility of transactions and claims made in the business.

Key Responsibilities

•  Investigation of matters to ensure that due process is followed, and the outcome is based on investigations and actual situation.
•  Carry out forensic investigations into cases of suspected fraud.
•  Conduct fraud awareness campaigns to staff members.
•  Undertake fraud risk assessments to strengthen mitigation measures.
•  Carry out special audits as may be required to verify the true value of transactions.
•  Prepare and submit forensic reports on assignments undertaken.
•  Gather, examine, and analyze all types of evidence to ensure its sufficiency and relevance to support prosecution in a court of law.
•  Update fraud database and preparation of monthly statistical reports.
•  Carry out data analytics and use technology to develop preventive fraud controls and review of data for patterns of fraud and anomalies.

Qualifications

•  Bachelor’s degree in relevant field
•  Certified Fraud Examiner
•  CPA (K) /CFA is an added advantage

Competencies

•  Knowledge of audit procedures
•  Common laws on fraud, corruption, and bribery
•  Computer applications
•  Use of forensic tools
•  Report writing-ability to develop reports
•  Decision making ability to make strategic decisions in a timely and effective manner
•  High moral and ethical standing

Experience

•  At least 5 years working experience in an audit related field; 2 of which must be in forensic audits.
•  Experience in financial services is an added advantage.
•  Experience with data analytics software and data visualization tools is an added advantage.

Method of Application

If you meet the above requirements, you are encouraged to forward your application and updated CV to vacancies@heritage.co.ke by 30th November, 2023. Clearly state the job title on the subject heading. Heritage is an equal opportunity employer and actively encourages diversity. Please note that only shortlisted candidates will be contacted.