Intermediary & Client Service Assistant – (2500003X)
Job Purpose and Key responsibilities
Job Purpose:
- Provide support to Intermediaries and manage SME Pension Tier II relationships in line with established service standards, ensuring quality and timely service delivery. 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