Old Mutual Nigeria consists of a Life Assurance and General Insurance business and provides a wide spectrum of insurance solutions tailored to meet unique individual and corporate clients’ circumstances.

  • Job Position: Senior Client Service Consultant
  • Reference No.: JR – 7684
  • Job Location: Lagos

Job Description

  • Ensure completeness of monthly renewal list generated on TIA system.
  • Ensure prompt notification all customers of their renewals 60 days before due date through Email and SMS correspondences in line with regulatory requirements.
  • Ensure daily follow up of all renewals until renewal date with the use of 30-day email notifications, 7-day e-mailers, and 1-day SMS. Renewal reminder correspondences.
  • Ensure correct and consistent adherence to the renewal process.
  • Manage relationships with high net worth Individual customers as well as large cooperatives to ensure continuous patronage in conjunction with the sales manager.
  • Assist the sales team to manage broker relationships.
  • Ensure that orphaned policies are reassigned to an active relationship manager before renewal.
  • Liaise with the other departments (Underwriting and Sales teams) to ensure that customers’ policy renewal is performed satisfactorily and business target of 75% is achieved at year-end.

Job Responsibilities

  • Reporting renewal trends weekly, monthly, quarterly and yearly as well as providing valuable insight into customer behavior and underlying factors.
  • Provide telephonic, electronic (e-mail) and face-to-face service to customers and intermediaries.
  • After-sales service and post-renewal customer appreciation. Inform clients of requirements and procedures for their claims, new business, and renewals. Follow up with ongoing customer requests and claims until satisfactory resolution.
  • Develop a schedule for periodic correspondence with customers through contact channels, i.e. phone calls, email, and SMS
  • Handles customer complaints efficiently and escalates to the relevant resolver group if not resolved within agreed timelines.
  • Continually improve own processes, identify within other processes activities that could negatively impact the customer and work effectively with the resolver group to create a satisfactory customer experience in compliance with regulatory and business requirements.
  • Assist with onboarding of new customers to the business and follow-through of customer on-boarding process.
  • Continuously keep abreast of industry trends.
  • Update customer information on TIA, advice the Underwriting team and customer on changes to policy information. Responsible for assisting the Underwriting team to clean up GI data.
  • Collaborate effectively with others to achieve personal results.
  • Accepts and lives the company values.
  • Responsible for the day-to-day activities of the front desk staff/GI consultant and dispatch rider.
  • Adheres to business, process and compliance rules.
  • Capture and report correctly on customer enquiries, requests and complaints on the relevant spreadsheets or system.
  • Carry out customer experience surveys for G.I retail and corporate on an interactive and continuous basis. Design and coordinate other service surveys as required by the business
  • Maintain relationships with other stakeholders and process owners to improve work efficiency and customer satisfaction.
  • Assist the business in any other capacity as required from time to time.

Job Requirements

  • Candidates should possess a Bachelor’s Degree (B)

Skills and Experience:

  • 2-3 years experience in a similar role.

Closing Date
16th March 2021.

How to Apply

Interested and qualified candidates should:
Click here to apply online

Tagged as: Customer Service