Job Openings at Britam

Job Purpose:

The Role holder will be responsible for assessing the quality of service delivery across all customer contact points within contact centre as well as support the team leaders and managers in gap identification and make recommendations to improve on customer experience. 

Key responsibilities

• Analyze/audit service incident data, emails, voice recordings, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards.
• Provide structured and timely recommendations; verbal and/or written feedback 
• Perform mock calls with new hires post-training to determine readiness for moving into frontline live environment.
• Develop and conduct targeted group coaching sessions for agents that address Service Quality deficiencies and/or improvement opportunities.
• Use customer service expertise to assess existing practices and procedures for process improvement opportunities.
• Use Contact Centre tools to gather data and analyze trends or patterns affecting quality and performance.
• Collaborates with fellow call quality team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience.
• Manage scheduling and load balancing for Contact Centre.
• Provide afterhours/holiday support when needed to modify call flows or message announcements.
• Provide training on report and dashboard development to team members and management as needed.

 Knowledge, experience and qualifications required

• Degree from a recognized university.
• 2-3 years total working experience in customer service within Britam environment.
• Excellent Knowledge of Britam products and services 
• Excellent oral, written and interpersonal communication skills 
• Strong knowledge of customer care processes and techniques.
• Must have good analytical skills as well as decision making abilities.
• Good organizational and planning skills.

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Job Purpose:

Assist in underwriting and risk assessment within the set standards of service to ensure quality and timely service. 

Responsible for delivering an exceptional customer experience at the Britam branch level and putting the needs of every customer at the heart of every decision-making process.

Key responsibilities

Corporate Business

1. Review all applications for insurance – determine the profiles of risks presented to the company for insurance and assess their acceptability or otherwise;
2. Prepare quotations as per authority matrix;
3. Custodian of underwriting documents e.g.Comesa cards
4. Conduct Risk surveys for small risks as per authority matrix;
5. Prepare and issue certificates and cover notes where necessary;
6. Ensure timely preparation and dispatch of policy documents including valuation reports, debit, credit notes & endorsements and authorising them within agreed and set authority limits;
7. Implement credit control policy and ensure that premiums are debited and collected as required;
8. Ensure receipting of premium collections, daily banking as well as preparation of premium reports for all lines of business as applicable;
9. Review and communicate renewal terms, ensure renewal notices go out on time and follow up renewals to ensure high retention rate;

Retail Business

• Conduct 1st level underwriting of new business /by carrying out completeness and accuracy checks to ensure data was captured accurately in the application and systems;
• Scanning and indexing of customer instructions;
• Receipting(cheques/standing orders/check offs) and posting payments in LOB system;
• Preparing Daily Premium reports;
• Advise Policy Administration on dishonoured cheques and write letters to customers regarding the same;
• Processing refunds/cancelled policies/deductions after maturity, claims and surrenders;
• Forward issued applications to registry;
• Hold briefing the event the customer service assistant is absent by performing that role/tasks.
• Performany other duties as may be assigned from time to time
• Delegated Authority:  As per the approved Delegated Authority Matrix
• Prepare quotations in collaborations with the CSE
• Drive customer self service by encouraging all walk-in clients to sign up to the customer portal and offer necessary support.
• Ensure business retention by taking initiative to conserve cancellations and surrenders before processing customer instructions.

Knowledge, experience and qualifications required

• Bachelor’s degree (insurance option preferred)
• At least one year experience in the insurance industry

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Job purpose

Responsible for delivering an exceptional customer experience at the Britam branch level and putting the needs of every customer at the heart of every decision-making process.

Key Responsibilities

• Implement the customer experience strategy and ensure high standards of Customer Service are maintained at the branch level in the respective branch
• Investigate and respond to all customer enquiries promptly at the branch level
• Escalate complex queries to the appropriate functional area
• Maintain regular internal (to staff) and external (to customers) communication on Customer Service matters.
• Carry out customer, FA and product-related document processing including scanning and indexing documents in the Document Management System
• Process pension queries and generates member statements on request
• Premium receipting and posting/allocating to the Line of Business systems and preparing daily premium reports
• Initiate processing of AMC business through scanning and indexing new business applications, top-ups, withdrawals, rollovers and switches
• Maintain an accurate record of all customer interactions in CRM through walkin clients, phone calls, letters, FAs, emails, and other customer interactions
• Preparation of the branch operations reports
• Maintain a neat and accurate petty cash record book and ensure petty cash float levels are kept
• Hold brief in the event the underwriting associate is absent by performing that role’s tasks
• Perform any other duties as may be assigned from time to time

 Knowledge, experience and qualifications required

• Bachelor’s degree in a business related field
• At least 2- 4 years’ experience in a similar position