Customer Experience Executive, Claims at Prudential Life Assurance Kenya

Principal Accountabilities

• To provide efficient handling of monthly Individual Life and Group Life claims within two [2] working days of receipt of claim documentation.
• To settle at least 95% of all claims in the month they are due.
• To prepare and maintain accurate data records and claims register for Group Life claims in order to ensure accurate and timely submission of required data.
• Propose any changes to the claims process to address risks identified and process improvement initiatives.
• To contact policyholders on daily, weekly and monthly basis to ensure outstanding claims are maintained at a minimum.
• To adhere to all policies and procedures related to processing of claims.
• To maintain accuracy, achieve productivity goals and observe regulatory requirements in relation to claims processing and settlement.
• Maintain excellent communication skills, with the ability to work well with others.

Core Competences and Skills Required

• Demonstrated ease in exercising initiative, good judgment, good problem solving, and decision making.
• Written, verbal, interpersonal & communication skills and capacity to build and maintain good long-term relationships with stakeholders and partners.
• Excellent customer service and organizational skills.
• Ability to analyze information with a keen eye to detail and report with utmost accuracy and attention.
• Ability to strike a balance among competing priorities.
• Must possess a strong service orientation and be able to maintain professional composure when dealing with confrontation or complaints.
• Above board levels of honesty, integrity and confidentiality.

Qualifications and Experience

• Bachelor’s degree in Commerce, Business Administration, Economics or other relevant degrees from a recognized university.
• 1-3 years of experience in the Operations function in Insurance of Financial Services is an added advantage.
• Completed or is currently pursuing professional certification in LOMA or Diploma in Insurance.
• Computer literacy: MS Office Applications.