Britam is a leading diversified financial services group, listed on the Nairobi Securities Exchange. The group has interests across the Eastern and Southern Africa region, with operations in Kenya, Uganda, Tanzania, Rwanda, South Sudan, Mozambique and Malawi.

Job purpose:

Responsible for delivering an exceptional customer experience at the Britam branch level and putting the needs of every customer at the heart of every decision making process.

Key responsibilities:

• Implement the customer experience strategy in the respective branch
• Investigate and respond to all customer enquiries promptly at the branch level.
• Escalate complex queries to the appropriate functional area.
• Maintain a record of internal (to staff) and external (to customers) communication on Customer Service matters.
• Investigate and respond to all customer enquiries promptly.
• Carry out customer and product related document processing.
• Make customers’ experiences better by ensuring customer satisfaction.
• Ensure high standards of Customer Service are maintained in all at the branch level.
• Premium receipting and posting/allocating to the Line of Business systems.
• Drive the increased use of Self-Service channels by customers.
• Initiate processing of AMC and Pension business through scanning and indexing new business applications, top ups, withdrawals, rollovers and switches.
• Ensure prompt and efficient processing of customer instructions and ensure customer needs are attended to in a timely manner.
• Maintain an accurate record of all customer interactions in CRM through walkin clients, phone calls, letters, FAs, emails and other customer interactions.
• Preparation of the branch operations reports.
• Maintain a neat and accurate petty cash record book and ensure petty cash float levels are kept.
• Hold brief in the event the customer service officer/executive is absent by performing that role/tasks.
• Ensure business retention by taking initiative to conserve cancellations and surrenders before processing customer instructions.
• Maintain a record for all documents received and dispatched to/from the branch through the mailbag.
• Supervise the general cleanliness of the branch by ensuring the cleaners adhere to the highest levels of cleanliness.
• Review all applications for insurance for all lines of Business to determine the profiles of risks presented to the company for insurance and assess their acceptability or otherwise according to the Delegation of authority matrix.
• Forward issued applications and client KYC to registry.
• Delegated Authority: As per the approved Delegated Authority Matrix.

Requirements

Knowledge, experience and qualifications required:

• Bachelor’s degree in a business related field.
• At least 0- 4 years’ experience in the insurance industry or related field.
• Professional qualifications an added advantage.

Technical/ Functional competencies:

• Knowledge of insurance & investment concepts.
• Knowledge of underwriting processes and procedures.
• Technical competence in underwriting insurance risks/ Investment products.
• Knowledge of insurance & investment regulatory requirements