Overall Purpose of the Job

Reporting to the Retention Manager – Retail Business, the Relationship Executive will be responsible for managing the retail renewal process for the assigned portfolio, maintaining customer service levels within the stipulated quality standards and driving revenue growth in the assigned portfolio/region.

 Key Responsibilities

• Retention of 100% of revenue from renewing individual members in the assigned portfolio.
• Spearhead the retail renewal process and information gathering on individual AAR members.
• Member Enrollment – Manage Member Onboarding/Additions/Deletions to assigned  portfolio in conjunction with membership team.
• Complaints and Query Management – Receive and Resolve client issues.
• Scheme Performance Management – Generation of Utilization reports, Percentage of use reports, scheme reports and Member statements.
• Reporting and Management of Hospitalization/Admissions in liaison with Care Managers.
• Manage claim reimbursements in conjunction with claims department.
• Members Engagement – Extend courtesy Calls to individual members on various activities – Satisfaction Surveys, Thank You Campaigns, Post Hospitalizations etc.
• Receive and dispatch client documents and monitor receipt.
• Communicate pertinent information to the clients on a regular basis.
• Monitoring and evaluation of compliance with operating standards of the company.
• Identify and recommend process improvements to enhance Customer Satisfaction.

Education, Experience & Competencies

• Holder of a Bachelors degree.
• Have at least 2 years’ experience in customer service or sales and marketing.
• Good interpersonal (people) skills & excellent organization skills.
• Possess excellent interpersonal & organization skills.
• Team player with ability to communicate effectively.