Our client is a leading multi-national company with Africa operations
in the insurance and asset management business arena.
They have great
market diversification and over 17 affiliates; providing long term
savings, investment, protection and insurance products for corporates
and high net worth individuals.
Our client is looking for a seasoned
individual to take up the role of Client Service Officer as part of the
Retail Operations team in the Kenya office reporting to Client Service
Manager
Job Purpose/Summary
The Client Service Officer is individually accountable for assisting a variety of clients telephonically or face to face, in accordance with business, process and compliance rules. The job holder’s role is fully multi-skilled across products and processes with extensive and relevant experience.
The Client Service Officer is individually accountable for assisting a variety of clients telephonically or face to face, in accordance with business, process and compliance rules. The job holder’s role is fully multi-skilled across products and processes with extensive and relevant experience.
Client Service Delivery
Provides telephonic and face-to-face service to customers and intermediaries
Delivers on daily production standards
Informs clients of requirements and procedures
Provides input to other areas i.e. client feedback/queries
Processes relevant benefit payments and claims
Performs general office administration such as follow-ups, client call backs, policy changes, etc.
Relationship Building
Maintains relationships with relevant departments
Builds and maintains relationships with intermediaries and brokers
Manages customer relationships in person or telephonically
Quality Assurance
Performs quality checks on own work
Adheres to service and quality standards
Coaching
May act as mentor to less experienced agents
Compliance
Adheres to business, process and compliance rules
Key Performance Indicators
Provide telephonic and face to face service to customers and intermediaries
Delivers on daily production standards and adheres to service and quality standards
Adheres to business, process and compliance rules
May act as mentor to less experienced Customer Service Officers
Fully multi-skilled across products and processes
Provide telephonic and face to face service to customers and intermediaries
Delivers on daily production standards and adheres to service and quality standards
Adheres to business, process and compliance rules
May act as mentor to less experienced Customer Service Officers
Fully multi-skilled across products and processes
Required Qualifications
A bachelor degree in Business Administration
2 years’ experience with the insurance or financial services sector
Very familiar with the current Insurance and Retirement Benefits Acts
Ability to provide guidance and leadership on corporate risk matters
Demonstrate good communication and leadership skills with high personal integrity
Ability to actively participate in team activities and achieve results within the broader team objectives
Demonstrate excellent presentation and negotiation skills
Organized, analytical and computer literate
A bachelor degree in Business Administration
2 years’ experience with the insurance or financial services sector
Very familiar with the current Insurance and Retirement Benefits Acts
Ability to provide guidance and leadership on corporate risk matters
Demonstrate good communication and leadership skills with high personal integrity
Ability to actively participate in team activities and achieve results within the broader team objectives
Demonstrate excellent presentation and negotiation skills
Organized, analytical and computer literate
Key Competencies
Gaining Commitment
Technical Knowledge
Initiating Action
Decision Making
Client Focus
Team Orientation
Ownership
Gaining Commitment
Technical Knowledge
Initiating Action
Decision Making
Client Focus
Team Orientation
Ownership
How to apply:
If you are interested in the position and have the skills and talents our client is looking for, we would like to hear from you. Please forward a copy of your updated resume, and your current salary and benefits package to info@dorbe-leit.co.ke before close of business 17th July 2013. Only successful candidates will be contacted. For more vacancies visit our website www.dorbe-leit.co.ke
If you are interested in the position and have the skills and talents our client is looking for, we would like to hear from you. Please forward a copy of your updated resume, and your current salary and benefits package to info@dorbe-leit.co.ke before close of business 17th July 2013. Only successful candidates will be contacted. For more vacancies visit our website www.dorbe-leit.co.ke