Customer Experience Executive, Underwriting and Branch Operations at Prudential Life Assurance Kenya

Role Context

• The Customer Experience Executive, Underwriting and Branch Operations will be responsible for ensuring policy issuance within stipulated timelines and in adherence to underwriting guidelines, effectively assessing risks and making prudent risk acceptance decisions. The role will also be responsible for ensuring all branch operations run smoothly through supporting the agency team with the onboarding process.

Principal Accountabilities

• Develop working relationships with key account owners and managers to ensure smooth service delivery, business retention and renewal while gathering market intelligence and customer sentiment that allows Prudential to offer a compelling and competitive customer value proposition.
• Receive and resolve customer feedback and complaints while properly documenting them and drawing clear initiatives to ensure non-recurrence of negative feedback and complaints.
• Participate in regular customer meetings to share insights on brand, product and service design, being keen to note and resolve any service gaps while innovating to meet customer’s changing expectations.
• Introduce all customers to centralized communication options to support seamless customer engagements where all teams have adequate information to fulfil any customer request.
• Ensure customer data and records are kept securely and confidentially, strictly guided by Prudential’s policies and systems, for ease of access, statutory compliance and future reference as need be.
• Develop regular and exception reports that support accountability, decision-making and inform strategy formulation.
• To underwrite all policies whilst ensuring compliance with the underwriting processes including analyzing the risk profiles of new business submitted to the company, assessing medical reports, requesting for additional requirements and where necessary, referring large cases to the re-insurer.
• Supporting the agents at the branch with admin matters such as issuing Point of Sale Material, responding to their queries and requests.
• Supporting the onboarding process by ensuring all proposals submitted at the branch are captured within stipulated timelines.
• Any other duty as may be allocated by the head of the section.

Qualifications Required:

• Bachelor’s degree in a business-related/ analytical field.
• 2 to 3 years’ experience within the insurance Industry, underwriting experience is an added advantage.
• Insurance qualification or progress is an added advantage.