AAR Insurance is a licensed financial services provider in Kenya and a member of the Association of Kenya Insurers (AKI) with presence across the country through its intensive branch and broker network.

Overall Purpose of the Job

Reporting to the Retention Manager, the relationship manager is responsible for maintaining Customer Service levels within the stipulated quality standards.

 KEY PERFORMANCE AREAS:

• Implement retention benchmarks for assigned portfolio within the SLA provisions and guidelines
• Complaints and Query Management – Receive and Resolve client issues and provide feedback in a timely manner
• 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 and ensure Reimbursement Cheques are delivered to clients.
• Members Engagement – Extend courtesy Calls to members on various activities – Satisfaction Surveys, Post Hospitalizations etc.
• Receive and dispatch client documents and monitor receipt.
• Communicate pertinent information to the clients on a regular basis.
• Compile weekly, monthly, quarterly and annual reports as required.
• Monitoring and evaluation of compliance with operating standards of the company.
• Identify and recommend process improvements to enhance Customer Satisfaction.
• Any other duties as assigned by the supervisor

Requirements

Academic & Professional Qualifications

• Holder of a Bachelor’s degree.
• Professional Insurance Certification such as Diploma in Insurance, ACII.
• Possess at least 3 years’ experience in Customer facing role with good performance track record in Insurance Industry.
• Proficiency in: Word, Excel, PowerPoint.

COMPETENCIES

• Good interpersonal (people) skills, excellent organization and communication skills, team player with ability to network and negotiate effectively