Key Responsibilities

• Provide information and a premium service to Britam Intermediaries, on products and services while delivering high quality service.
• Intermediary Service Relationship support as per assigned Regions.
• Support SME Tier II client portfolio management.
• Follow up on Pension Tier II arrears & support timely receipting and posting of premiums.
• Resolve customer queries and complaints efficiently.
• Support member education initiatives and conduct on-site client visits.
• Process T-Pay requests
• Perform policy audits for Ordinary life policies when requested.
• Processing of claims & benefits under instructions of and in liaison with the Manager, Intermediary Service.
• Investigate and respond to all FA enquiries promptly within Intermediary Service Channel within the set SLA’s
• Escalate complex queries to the appropriate functional area
• Process Intermediary Instructions according to the Delegation of authority matrix within set SLA’s
• Maintain an accurate record of all customer interactions in CRM through walkin clients, phone calls, letters, FAs, emails and other customer interactions.
• Implement credit control policy and ensure that premiums are debited and collected as required.
• Carry out customer and product related document processing.
• Perform any other duties as may be assigned from time to time

Knowledge, experience and qualifications required

• Bachelor’s degree in a business related field (insurance option preferred)
• Progress in Professional qualification in Insurance (ACII, FLMI or AIIK)
• At least 0-2 year’s experience in the insurance industry or business related field
• Experience in customer service