Customer Service Assistant at Britam

Job purpose:

Responsible for delivering an exceptional customer experience at the Britam branch level and putting the needs of every customer at the heart of every decision making process.

Key Responsibilities:

• Implement the customer experience strategy and ensure high standards of Customer Service are maintained at the branch level in the respective branch.
• Investigate and respond to all customer enquiries promptly at the branch level.
• Escalate complex queries to the appropriate functional area.
• Maintain regular internal (to staff) and external (to customers) communication on Customer Service matters.
• Carry out customer, FA and product related document processing including scanning and indexing documents in the Document Management System.
• Process pension queries and generate member statements on request.
• Premium receipting and posting/allocating to the Line of Business systems and preparing daily premium reports.
• Initiate processing of AMC business through scanning and indexing new business applications, top ups, withdrawals, rollovers and switches.
• Maintain an accurate record of all customer interactions in CRM through walk-in clients, phone calls, letters, FAs, emails and other customer interactions.
• Preparation of the branch operations reports.
• Maintain a neat and accurate petty cash record book and ensure petty cash float levels are kept.
• Hold brief in the event the underwriting associate is absent by performing that role/tasks.
• Perform any other duties as may be assigned from time to time.
• Drive customer self-service by encouraging all walk-in clients to sign up to the customer portal and offer necessary support.
• Ensure business retention by taking initiative to conserve cancellations and surrenders before processing customer instructions.

Key Performance Measures:

• As described in your Personal Scorecard.

Knowledge, experience and qualifications required:

• Bachelor’s degree in a business related field.
• At least 2- 4 years’ experience in a similar position.

Technical/ Functional competencies:

• Customer service skills.
• Decision making –ability to make strategic decisions in a timely and effective manner.
• High moral and ethical standing.
• Highly motivated.