Customer Experience Executive Premium Administration at Prudential Life Assurance Kenya

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 remediate 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.