Job Summary

• This position is responsible for building sustainable relationships of trust through open, proactive, and interactive communication with customers to drive loyalty and retention. The role is key in delivering Liberty Life’s customer value proposition and adhering to the customer service charter.

Key Responsibilities

• Continually update the customer profile so that Liberty Life retains the most current information about the customer and is therefore able to provide them with personalized communication and solutions.
• Keep abreast and well-appraised on key investment and financial market events to provide customers with informed analysis of the markets and their investment solutions.
• Proactively ensure that the customer’s portfolio, as administered in our systems, is always up to date and that any issues identified are rectified before the customer has sight of them.
• Always provide convenience to the customer by informing them of all available touchpoints and eliminating all barriers to service while taking full ownership of customer issues.
• Receive, acknowledge, and action promptly all customer communication on email, telephone, text, or social media so that the customer experiences a seamless interaction with the business.
• Leverage existing strong bonds with customers to create loyalty and satisfaction.
• Ensure that the customer fully understands and appreciates the solutions that they have from Liberty Life and that these remain relevant even with the customer’s changing lifestyle; and advise the customer appropriately should an update to the solution be necessary.
• Ensure that the customer is always updated on the status of their products with Liberty Life and where gaps are identified in premium payment or servicing of loans, a solution is provided.
• Develop strong relationships with customers to understand their financial needs and thereafter propose appropriate Liberty Life solutions.
• Walk with the customer through their various life events and ensure that they can exploit and enjoy the benefits of their products while continuing to fully service these and/or take additional ones.

Qualifications

• Bachelor’s degree
• CIM/MSK Certificate or ICX Membership would be an added advantage
• Familiarity with CX Metrics

Experience

• At least 2 years’ experience in a customer experience role in the insurance or financial services industry (desirable).

Competencies

• Strong interpersonal skills
• Ability to prioritize tasks and manage time efficiently
• Team player
• Solutions-focused mindset
• Knowledgeable in financial solutions and market trends
• Business acumen
• Good understanding of insurance operations and concepts
• Knowledge of insurance regulatory requirements
• Ability to develop working relationships with peers in other departments