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