Overview
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
Education:
- 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
