At Heritage where we provide short term insurance products, we pride ourselves on our history of claims payment. This was recently recognized when we won the award for Outstanding Insurance Underwriter in Claims Settlement as nominated by members of the Association of Insurance Brokers of Kenya.

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

Requirements

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