JOB PURPOSE

The jobholder is responsible for addressing customer queries and expectations by feedback and/or clarification as necessary regarding customers’ policy contracts and benefits while ensuring effective and efficient documentation for quality service delivery to customers.

PRINCIPAL ACCOUNTABILITIES

• Providing satisfactory responses to client’s queries received through various media of correspondence – letters, email, telephone.
• Providing service and assistance to walk-in clients by effectively addressing their queries
• Processing partial maturity payments and loans to policy-owners and logging in payments to accounts department for cheque processing.
• Preparing and processing policy refunds from the suspense account
• Re-filing of policy dockets after use within the department
• Adjusting premium from deposits upon client’s compliance with the revival requirements
• Effecting premium deductions of direct debit and bankers order cases for remittance
• Processing amendment orders for all direct debit cases paying either in excess or deficit
• Facilitating life business growth through maturity rollover
• Processing policy loan applications and surrender claims Offering professional advice to clients surrendering their policies to ensure customer retention
• Generating quarterly reports on Loan Outstanding plus interest and advising the clients to pay up
• Dispatching cheques timely and to intended and keeping records for easy tracking to guard against cheques loss/misplacement
• Printing and sending Premium statements, Loan statements and fund growth statements to customers.
• Any other duties assigned.

KNOWLEDGE AND EXPERIENCE
Qualifications:

• Bachelor’s degree in Commerce or Business degree in relevant field
• Diploma in AIIK or CII

Experience:

• At least 1 years of relevant experience

Knowledge & Skills

• Knowledge of the Insurance Industry
• Insurance process skills
• Underwriting skills
• Knowledge of Insurance law
• Risk Management /awareness skills
• Analytical skills
• Reporting skills

SKILL AND COMPETENCIES

• Strong negotiation Skills
• Good Interpersonal and Communication skills
• Excellent writing skill