Intermediary Service Channel Associate at Britam

Job Purpose:

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.
• Raising service requests within the CRM for issues that can’t be resolved, and follow up/Escalate. Follow up to ensure the item is resolved.
• Updating Intermediary records in the systems database as per procedures.
• Initiate investigation through escalation of complaints not solved to the Intermediary Service Team Leader
• Review all applications for insurance – determine the profiles of risks presented to the company for insurance and assess their acceptability or otherwise.
• Confirmation and receipt of General insurance premiums.
• Prepare quotations as per authority matrix.
• Conduct Risk surveys for small risks as per authority matrix.
• Prepare & amp issue certificates and cover notes where necessary.
• Ensure timely preparation and dispatch of policy documents including valuation reports, debit & credit notes & endorsements and authorizing them within agreed and set authority limits.
• Implement credit control policy and ensure that premiums are debited and collected as required.
• Assess the loss ratios and ensure adherence to the underwriting guidelines at renewal.
• Process renewals and issue renewal quotations.
• Perform policy audits for Ordinary life policies when requested.
• Initiate processing of AMC and Pension business through scanning and indexing new business applications, top ups, withdrawals, rollovers and switches.
• Processing of claims & benefits under instructions of and in liaison with the Intermediary Service Team Leader.
• Drive use of self-service portals for both FAs and customers.
• Ensure business retention through conservations of policies and renewals of General business.
• Identification of FA learning gaps and addressing it with assistance from the sales training team.
• Sales Agents Portfolio Management.(Recommend this moves to commercial).
• Effecting Recruitment, Terminations and Reinstating.
• COP and Sales Agent facilitation loans accounts reconciliation.
• Management of Unit Manager recruitment and onboarding processes.
• Compiling of Sales Agent Data on Group Life and Last expense received from branch and communicating the same to Group life department.
• Management of Merchandise shop.

Knowledge, experience and qualifications required

• Bachelor’s degree (insurance option preferred).
• At least Three years experience in the insurance industry.
• Progress towards attaining professional qualification in Insurance (ACII, AIIK, FLMI).
• Experience in customer service.

Technical/ Functional competencies

• Knowledge of insurance concepts.
• Knowledge of underwriting processes and procedures.
• Technical competence in underwriting insurance risks.
• Knowledge of insurance regulatory requirements.
• Knowledge of Britam products.

Leadership category responsibility framework (Core Competencies)

Emerging Leaders in Britam need to:

• Plan, direct and apply efficiencies and resources in order to optimize output and profitability against time, cost and team targets.
• Effectively communicate strategic and operational departmental goals and objectives to peers and others in order to ensure proper implementation.
• Ensure that department priorities are adhered to and effectively communicated.
• Ensure competent and effective people resources through appropriate coaching, development and people supervision as appropriate.
• Embody a high performance, proactive culture.
• Effectively ensure the adherence to key performance areas, deadlines and goals in order to optimize operational effectiveness.
• Effectively communicate resource needs, possible opportunities and achievements to management in
• order to aid them in their decision-making.
• Effectively set and monitor priorities and objectives for more junior staff.
• Understand and communicate objectives in relation to the larger organizational impact.
• Effectively disseminate knowledge within the correct context, towards subordinates as well as management.
• Appropriately model the company values while setting the pace and energy for delivering.
• Effectively manage and communicate change within the department in order to increase staff and process effectiveness.
• Provide access to accurate and consistent information and services across all channels.
• Ensure a seamless experience for clients.
• Improve service delivery for clients.
• Engage in continuous brand building to become the trusted partners to clients.

Unposting Date : 24-03-2023