Customer Experience Executive, Premium Administration at Prudential Life Assurance Kenya

Role Context 

• The Customer Experience Executive, Premium Administration will be responsible for ensuring high levels of customer satisfaction and retention by executing an effective and efficient premium collection journey where all expected premiums are collected and accurately allocated. Will also be responsible for tracking expected premiums, accurate and prompt allocation of premiums received, prompt communication on successes and timely remediation of failed mandates through engagement of employers, banks and customers.

Principal Accountabilities 

• Own and manage relationships with employers and banks. Maintain healthy relationships with these institutions to ensure successful setup and collection as per customer signed mandates 
• Design and maintain the customer premium payment journey ensuring that the customer is kept well-informed at setup, before automatic collection and after collection towards higher collection success rates. 
• Maintain appropriate analytics on collections to inform strategies for successful collection, effective remediation on failures and provide critical pointers to business on quality of business. 
• Ensure accurate allocation of all received premiums, continually validating that the system logic applied in allocation of premiums remains relevant, that all misallocated premiums are identified and reallocated as necessary. Ensure that the collections database is kept updated so that no requests are made for NTUd policies, lapsed or matured policies. Follow through to ensure that the relevant stakeholders are engaged to identify unallocated amounts and to remedy. 
• Ascertain compliance with AML requirements by identifying and flagging amounts above statutory thresholds or transactions that are suspicious. Maintain a register of reported and remediated transactions for regulatory inspections as may be required. 
• Engage banks, employers and customers to collect defaulted premiums. 
• Share insights on set up of mandates to financial advisors to support successful setup and reduce the turn-around time to policy inception. 
• Maintain an updated record of all premium administration processes, service level agreements and generate regular reports to demonstrate adherence to set TATs. 
• Conduct regular reconciliations that account for allocated premiums against banked amounts and against amounts reported in the financial reporting system 
• Work towards the realization of an automated host-to-host interface (bank and Mpesa) with immediate and accurate premium allocation without the need for human intervention or batching of transactions. 
• Any other duty as may be allocated by the head of the section.

Qualifications Required: 

• Bachelor’s degree in a business-related/ analytical field. 
• 2 to 3 years’ experience in the financial sector or in an accounting role, experience within the insurance Industry is an added advantage. 
• Any Insurance or Accounting professional qualification or progress is an added advantage. 

Core Competencies and Skills 

• Demonstrated ease in exercising initiative, innovativeness, 
• Good communication skills 
• Good report writing skills 
• Good use of MS Excel 
• Understanding of banking/ insurance operations/processes
• Excellent Relationship building skills 
• Insurance product knowledge in an added advantage