Customer Experience Executive - Branch at Prudential Life Assurance Kenya

The Customer Experience Executive, Branches will be responsible ensuring all branch operations run smoothly through supporting the agency team with the onboarding process, attending to customer queries raised through email, calls, the Financial Advisors, or any other channel, while supporting relationship management with assigned client portfolio to drive business retention and customer loyalty.

Principal Accountabilities

• Support the new business onboarding process by placing customer onboarding calls, data capture and application forms scanning. In addition, update financial advisors on progress of the onboarding process and provide any other operational support required towards a smooth customer experience.
• Coordinate branch operations with Head Office ensuring all licenses are up-to-date, bills that are due are settled on time, cleanness and proper organization of the office is observed and branding and merchandize are appropriately presented.
• Always provide convenience to the customer by going out of the way to take service closer to the customer; ensuring that customers do not face any barriers to service, taking on and owning customers issues while seeking satisfactory solutions on customers’ behalf
• Promptly receive, acknowledge and action customer engagement whether through email, call, text or social media so that the customer experiences a seamless interaction with the business. Refer unresolved customer issues to the responsible departments which tracking resolution and feedback to customer
• Document all customer engagements, responses and solutions applied and analyze these engagements to derive trends and create reports that inform customer areas of satisfaction and friction, inform product/service design and provide voice of customer in decision-making
• Use identified customer engagement trends to raise and pre-emptively resolve issues frequently raised by customers
• Exploit opportunities in engagements with customers to collect and update customer contact information, collect any premium in arrears and notify customers of benefits due
• Develop strong bonds with customers based on delivery of personalized service and leverage these bonds to drive brand and product knowledge while positioning new products and seeking referrals.
• Log all customer service complaints, assess their validity, determine possible causes, ensure speedy resolution and seek solutions that permanently and preemptively eliminate such complaints for all customers
• Walk with the customer through the various customer’s life events and ensure that they can exploit and enjoy the benefits of their products while continuing to fully service these products or while replacing them with new ones
• Actively participate in the implementation and execution of customer intimacy initiatives through various delight experiences including but not limited to customer appreciation, special day (birthdays, holidays) messaging, customer update messaging etc.
• Any other duty as may be allocated by the head of the section

Core Competences and Skills Required:

• Strong customer focus/orientation with high stress tolerance levels
• Superior written, verbal, interpersonal & communication skills
• Initiative, innovativeness, good judgment, good problem solving, and decision-making skills
• Advanced troubleshooting and multi-tasking skills
• Capacity to build and maintain good long-term relationships with stakeholders and partners
• Ability to influence credibly through leadership and service by example
• Dynamic, proactive professional with strong planning, organizational and service delivery skills
• Ability to analyze information and keenness to detail
• A strong service orientation and ability to maintain professional composure when dealing with confrontation or complaints

Education & Experience

• Bachelor’s degree in any business related, analytical or social sciences field.
• 2+ years’ experience within the financial sector
• Experience in Life Insurance Operations is an added advantage
• Proficiency with Ms. Applications (Excel, Word, PowerPoint, & Outlook)
• Professional insurance qualifications –COP/ CII/AIIK/LOMA is an added advantage