Corporate Document and Data Operations Associate - (2200000M) at Britam

Job Purpose:

The role of the DDO Associate will be to:

1. Provide prompt, efficient and effective operational support by entering into LOB systems requisite customer and related product information as per given documentation, performing verification and quality assurance of customer data & information on the customer record and CRM data
2. Manage and maintain all company’s physical documents and records
3. Co-ordinate activities and support services within the Registry function
4. Give effective supervision to the outsourced registry assistants
5. Scanning, assembling and franking of policy documents and dispatch process

Key Responsibilities

1. Ensure client details/ instructions are accurately and timely processed in line with the requisite processes 
2. Process all reimbursements as per SLA
3. Process all endorsements  as per SLA
4. Process all policies new and renewal as per SLA
5. Process all claims from service providers as per SLA
6. Process all reconciliation service provider invoices are reviewed and shared as per SLA 
7. Co-ordinate any out-sourced services of document storage and retrieval
8. Accurate and timely processing of client requests
9. Manage escalation reports of recurrent issues vis-à-vis agreed Service Level Agreements.
10. Escalate quality issues to Operations manager for management.
11. Implement the customer experience strategy in the respective business divisions
12. Investigate and respond to all internal and external customer enquiries promptly.
13. Process all approved underwriting policies and claims processing within the provided SLA’s 
14. Escalate complex queries to the appropriate functional area
15. Maintain regular internal (to staff) and external (to customers) communication on Customer Service matters.
16. Investigate and respond to all customer enquiries promptly.
17. Carry out customer and product related document processing
18. Respond to customer queries in a professional manner
19. Make customers’ experiences better by ensuring customer satisfaction
20. Ensure high standards of Customer Service are maintained in all at level

Knowledge, experience and qualifications required

1. Bachelor’s degree in a business related field
2. At least 2- 4 years’ experience in a similar position
3. Computer Literate; emphasis on Microsoft Office and EDMS