Consultant, Client Relations - Group Life at Zamara Kenya

Roles and responsibilities

Achieving Zamara’s ambitious strategic priorities will be complex and challenging. Its continued success will be dependent on building and retaining a world-class team. The Consultant will guarantee 100% client satisfaction leading to client retention and business growth through new business referrals.

Relationship Lead

• Creates and strengthens relationships by holding frequent ad hoc meeting with the clients to update them on the status of the scheme.
• Be the main contact person of Zamara to clients and underwriters.
• Provide professional advice explaining cover, exclusions, terms and conditions and ensuring clients are advised of any underwriting requirements in terms of the policy.

Scheme Performance and Reviews

• Review the performance of all schemes and advising the clients on how to ensure that their claims experience is favorable.
• Preparing service reports to clients on the operational, claims and care management issues.
• Providing reports within the given time frames to ensure the clients are in the know about their scheme performance.
• Analyze and communicate market trends which will advise clients and how best to optimize scheme performance by comparing and benchmarking various corporate benefits offering.

Underwriting

• Scheme set up in the system.
• Invoicing clients and collecting premiums.
• Reconciliation of accounts with finance and underwriters.

Database Management

• Acknowledgement of receipt of membership instructions from client.
• Advising insurer on membership instructions received (additions & deletions).
• Accurate day to day membership updates.

Value Adds

• Design & implement value adding concepts.

Complaint Management

• Revert to clients on escalated issues and complaints raised ensuring that customers are always satisfied by the service level given.
• Ascertain that the agreed upon turnaround time for resolution of client enquiries and complaints.

Business Development and retention

• Produce referrals from clients through great service, excellent advice and knowledge of insurance.
• Analyze and take advantage of opportunities always to cross/up sell to client in respect of all covers.
• Warranty that the agreed retention rate is reached – that one offers the best solutions on scheme renewals to manage client’s budget and benefits.

Compliance

• Drive compliance of all schemes by making sure that all pertinent documents such as policy documents, renewal endorsements, award and introduction letters, service level agreements are issued and qualified.
• Conduct member education to members to drive adherence to the set policies.

Experience and personal qualities

The following experience is preferred:

• Bachelor of Commerce degree - Insurance option or business-related field.
• Minimum 3 years’ experience in key accounts management with a bias in the insurance sector.
• A professional qualification in customer service is an added advantage.

The following personal qualities are preferred:

• Excellent communication skills both written and spoken
• Customer management skills
• Good analytical skills
• Good work ethic
• Team player
• Attention to detail
• Business etiquette
• Innovative