Customer Experience Executive, Claims at Prudential Life Assurance Kenya

Role Context

• The Customer Experience Executive, Claims will be responsible for delivering PLAK’s promise to customers by processing benefits with humanity and empathy.
• The jobholder will apply their communication skills, accumulated industry experience and specific product knowledge to assess and guide customers through the payment of their policy benefits.
• He/ She will be an ardent team player, and will be instrumental in shaping the customer journey, retention and delight.

Principal Accountabilities

• Champion a complete customer payments journey, ensuring that the process remains customer-focused and does not create a barrier to payment of valid claims.
• Drive customer communication for and ensure successful payment of survivor benefits when they are due.
• Protect customer benefits and PLAK reputation through comprehensive assessment of validity of claims, processing of the right amounts due and processing within the timelines promised to customers.
• Provide peace of mind to customers accessing their benefits payments by providing timely information on requirements, keeping customers updated through the payments process and notifying customers on disbursement of their benefits.
• Demonstrate acute keenness to detail to support timely payment of valid benefits to their bona fide beneficiaries.
• Guided by statutory requirements, track unclaimed benefits and ensure that best effort is applied to trace bona fide beneficiaries in the absence of which, process the benefits to the Unclaimed Financial Assets Authority within the stipulated timelines.
• Request for and capture adequate customer information to support statutory screening, report suspicious transactions as per PLAK policy and statutory requirements and maintain a register of reported transactions for regulatory inspection.
• Embed treating customers fairly in the processing of customer benefits and handling of complaints.
• Maintain appropriate analytics on all aspects of claims and benefits paid out compare against set service standards and to inform product design, customer onboarding/servicing and decision-making.
• Follow through with the premium collection section to ensure stoppages for all remittances after maturity of policies.
• Serve customers in such an exceptional way that they enhance their existing products, take on new products or refer their family, friends or colleagues to PLAK.
• Identify opportunities in automation, product design and process simplification to enable PLAK to scale and provide seamless service to a growing customer base.
• Attend engagements with corporate customers to train them on the claims process and requirements, provide data on compliance to SLA and support process improvement for customer convenience.
• Any other duty as may be allocated by the head of the section.

Qualifications and Experience

• Bachelor of Commerce, Business Administration, Economics, or other relevant degree from a recognized university.
• Professional Insurance qualifications - ACII, Diploma in Insurance (AIIK), FLMI
• 2+ years relevant working experience in a similar position

Core Competences and Skills Required:

• Strong organization, oral and written communication skills.
• Growth driven and is a team mindset individual.
• Analytical skills with particular attention to detail.
• Aptitude in data management, analytics, reporting preparation.
• Ability to work independently and manage multiple projects and deadlines.