Relationship Officer – Retail Pension at Jubilee Insurance

Job Ref. No. JLIL151

Role Purpose

• The role holder will be responsible for conserving existing business while providing superior service to the retirement benefits business clients, in full compliance with the laid down procedures and guidelines as set out in the operations manuals. The role holder will also deal with and help resolve any customer complaints and implement initiatives to improve customer satisfaction levels, loyalty and ensure that the customers receive a world class customer service experience.

Main Responsibilities
Operational
Business Growth:

• Conserving existing business and offering alternative products to existing clients e.g., annuity, IDD and provident fund cross sell and following up/providing leads for new business.

Relationships Management:

• Building strong business relationships with our existing and new retail group clients.
• Member education and physical visits to meet the respective clients’ management team(s).
• Training of any new staff to predispose them to opening a PPP.
• Ensuring that any new staff’s applications are channeled to the new business team for creation in the system.
• Ensuring that new employees transfer their funds to Jubilee Insurance from previous employers.
• Facilitate setting up of online self-service credentials for any new organizations.
• Ensuring that all contributions are collected and updated in a timely manner, and any reconciliation issue is raised with the client immediately. This will involve working closely with the allocations team to ensure that updates are timely and accurate and that any missing inputs (from client) are obtained in a timely and seamless manner. (Act as a liaison officer)
• Ensure that any withdrawal requests are worked on, and payments are made within the agreed TATs by the claims team.
• Sending quarterly reports and master statements.
• Respond to any other queries that clients may have.
• Ensure customer inquiries and complaints are promptly and effectively resolved within the required timelines.
• Resolve product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment and following up to ensure resolution.

Scheme Compliance:

• Ensuring all schemes are managed and administered in full compliance of existing legislation.

Key contact person for high-net-worth individuals in PPP.

Market Research and Competitor Analysis:

• Stay informed about industry trends, market conditions, and competitor offerings to provide valuable insights for business development and customer retention strategies.

Corporate Governance

• Adhere to regulatory requirements and internal policies, ensuring compliance in all aspects.
• Implement and uphold robust data protection and privacy practices, safeguarding customer information and ensuring confidentiality.
• Participate in audits and internal control assessments, addressing any identified gaps or issues promptly.
• Compliance: Stay updated with insurance regulations and best practices to ensure compliance with industry standards
• Adherence to the laws and regulations of Kenya, the policies and regulations within the insurance industry and all internal company policies and procedures.

Culture

• Fostering a corporate culture that promotes ethical practices and good corporate citizenship while maintaining a conducive work environment.
• Collaborate with cross-functional teams to develop initiatives that promote a positive and inclusive company culture.
• Individualized Development Planning: Create personalized development plans that align with your career aspirations and the organization's objectives.

Key Competencies

• Relationship Building: Excellent interpersonal and relationship-building skills to establish trust, rapport, and credibility with customers.
• Customer Focus: Dedication to understanding and meeting customer needs, providing exceptional service, and exceeding customer expectations.
• Communication: Strong verbal and written communication skills to effectively convey complex pension concepts and provide clear and concise explanations to customers.
• Financial Acumen: Sound understanding of financial concepts, investment products, and retirement planning strategies to deliver knowledgeable advice and recommendations.
• Problem-Solving: Analytical and critical thinking skills to assess customer situations, identify solutions, and address issues or concerns effectively.
• Sales and Business Development: Ability to identify opportunities for business growth, promote additional pension products or services, and generate leads or referrals.

Qualifications

• Bachelor’s degree in Insurance, Finance, Business, Marketing or any other related course.
• Diploma in Insurance.
• TDPK Qualification will be an added advantage.

Relevant Experience

• Minimum of two - three years relevant experience in a similar role.
• Knowledge of legislation governing Retirement Benefits and Insurance in Kenya will be an added advantage