Intermediary Service Channel Assistant - (1 Year Fixed-Term Contract) at Britam

Assist in underwriting and risk assessment within the set standards of service to ensure quality and timely service.

Key Responsibilities:

• Provide information and a premium service to Britam Intermediaries, on products and services while delivering high quality service.
• Prepare quotations as per authority matrix.
• Ensure timely preparation and dispatch of policy documents including valuation reports, debit & credit notes & endorsements and authorizing them within agreed and set authority limits.
• Assess the loss ratios and ensure adherence to the underwriting guidelines at renewal
• Process Life and GI refunds.
• Processing of claims & benefits under instructions of and in liaison with the Manager, Intermediary Services.
• Investigate and respond to all FA enquiries promptly within Intermediary Service Channel within the set SLA’s
• Process Intermediary Instructions according to the Delegation of authority matrix within set SLA’s
• Escalate complex queries to the appropriate functional area.
• Maintain an accurate record of all customer interactions in CRM through email, phone calls and WhatsApp.
• Implement credit control policy and ensure that premiums are debited and collected as required.
• Carry out customer and product related document processing.
• Process & issue certificates and cover notes.
• Process Renewals for both Motor and Non -motor policies.
• Initiate processing of AMC and Pension business through scanning and indexing new business applications, top ups, withdrawals, rollovers and switches.
• Review all applications for insurance for all lines of Business to determine the profiles of risks presented to the company for insurance and assess their acceptability or otherwise according to the Delegation of authority matrix.
• Ensure prompt and efficient processing of customer instructions and ensure customer needs are attended to in a timely manner.
• Drive the increased use of Self-Service channels by customers and FA’s.
• Process T-Pay requests.

Knowledge, experience and qualifications required:

• Bachelor’s degree (insurance option preferred).
• At least 0-2 year’s experience in the insurance industry or business related field.
• Experience in customer service.