Relationship Manager at AAR Insurance

Overall Purpose of the Job

Reporting to the Manager – Business Retention, the Relationship Manager is responsible for maintaining Customer Service levels within the stipulated quality standards.

Key Responsibilities

• Implement retention benchmarks for assigned portfolio within the SLA provisions and guidelines
• Complaints and Query Management – Receive and Resolve client issues and provide feedback in a timely manner
• Scheme Performance Management – Generation of Utilization reports, Percentage of use reports, scheme reports and Member statements.
• Reporting and Management of Hospitalization/Admissions in liaison with Care Managers.
• Manage Claim Reimbursements in conjunction with Claims department and ensure Reimbursement Cheques are delivered to clients.
• Members Engagement – Extend courtesy Calls to members on various activities – Satisfaction Surveys, Post Hospitalizations etc.
• Receive and dispatch client documents and monitor receipt.
• Communicate pertinent information to the clients on a regular basis.
• Compile weekly, monthly, quarterly and annual reports as required.
• Monitoring and evaluation of compliance with operating standards of the company.
• Identify and recommend process improvements to enhance Customer Satisfaction.
• Any other duties as assigned by the supervisor.

Education, Experience & Competencies

• University Degree
• Insurance professional qualification
• 5 years of appropriate experience in Relationship Management and Customer Service, Sales and Marketing Ms Office
• Proficiency in: Word, Excel, PowerPoint
• At least 5 years’ experience in Relationship Management and Customer facing role with good performance track record in Insurance Industry
• Knowledge in medical and General Insurance underwriting