Claims and Underwriting Operations Officer at Sidian Bank

JOB PURPOSE

The job holder will be responsible for overall underwriting and claims strategy and ensuring all underwriting operations follow the Company and regulatory requirements. He/she is also will also be responsible for managing claims and ensure that the claims operations follow the Company and regulatory requirements.

KEY RESPONSIBILTIES

• Business Retention 
• Business Support (Underwriting) 
• Claims
• Customer Service

MAIN ACTIVITIES

Business Retention 

• Share the renewal listing to the allocated respective branches and ensure a renewal rate of 90% month on month.
• Follow up with the branches and Relationship Managers for renewal confirmations 5 days before policy expiry
• Follow up to ensure that premiums are collected.
• Post the renewal endorsements to the Bancassurance core Insurance system for authorization.
• Ensure Motor certificates, cover notes and policy documents and other fulfilments are issued to the clients as per the SLA.

Business Management (Underwriting) 

• Address all underwriting requirements for the allocated branches.
• Ensure accurate debit notes & credit notes are raised in the Bancassurance system in a timely manner as per the SLA.
• Ensure accurate policy endorsements and revisions are raised in the system.
• Ensure Policy contra and cancellation credit notes are raised in the system.
• Ensure Motor certificates, cover notes and policy documents and other fulfilments are issued to the clients in the allocated branches as per the SLA.
• Advise Branches and clients on Insurance rates and terms.
• Ensure Policy reinstatements revisions and endorsements are done and communicated to the underwriters.
• Grow the Gross Written Premium of the intermediary by onboarding new clients and ensuring retention of the existing by servicing the branches assigned
• Manage allocated branches on debt collection, policy renewals and policy cover issue.
• File all insurance pledge forms and ensure renewal with the intermediary come expiry.
• Enhance and maintain a good business relation between the intermediary and the insurance companies and branches assigned.
• Support on Credit life declarations and credit life claims management
• Play the debt management champion role by oversighting the Business Development and operations team on premium collections.

Claims Management

• Manage claims on assigned branches from end to end ensuring settlement within the timelines as per SLA.
• Provide risk management advice – notifying the team on any issues affecting the risk and where improvement is required.
• Updating customers and relationship managers on claim positions and statutes.
• Receive and review claim process documentation and other relevant documents and pertinent requirements to ensure the accuracy and completeness.
• Ensure claims are updated in the Insurance processing system (IPEN)
• Ensure claims documentation for all insurance classes is satisfactorily done.
• Ensure all claims received from branches and clients are registered and channeled to the insurers for action and within the stipulated timelines.
• Escalations on static claims within timelines and schedule underwriter engagements and client visits where need be.
• Managing client and service providers’ relationships – resolve clients’ (internal & external) issues and handling any complaints associated with a claim.
• Ensuring the customer is treated fairly and that the customer receives excellent service in accordance with industry and company guidelines.
• Any other official duty that may be allocated by the line manager from time to time.

Customer Service

• Ensure to provide explanation of insurance policies to customers, staff and the bank (internal customers).
• Manage client and service providers’ relationships by resolving clients’ (internal & external) issues.
• Manage the complains and compliments register through the support of the client’s services officer.
• Ensure to respond to all e-mail correspondence and calls as per the service chatter.
• Ensuring the customer is treated fairly and that the customer receives excellent service in accordance with industry and company guidelines

DECISION MAKING AUTHORITY

This section records how decisions are made and the accountability for making decisions. Give examples of typical
decisions that would be made, including:

• Various types of claims analysis
• Correspondence with branches and ensure compliance of all underwriting guidelines.

ACADEMIC BACKGROUND

• Bachelor’s Degree (Preference given to Actuarial, Insurance, Statistics or a Business-Related Course)

WORK EXPERIENCE

• At least 1 years’ experience in insurance claims administration.

SKILLS & COMPETENCIES

• Results oriented and self-driven with a proven performance track record
• Comprehensive knowledge of general insurance products
• Good planning, organization, and reporting skills with the ability to deliver effectively under strict deadlines
• Ability to understand the impact of operational initiatives from a sales/marketing perspective
• Excellent communication, presentation and customer service skills.
• Proficiency in the use of MS Office software application

PROFESSIONAL CERTIFICATION

• COP (Certificate of Proficiency in Insurance) or progress in Diploma in Insurance ACII or IIK