Senior Account Executive at Minet Kenya

Claims Advisory and Advocacy

• Reviewing and analyzing client claims, applications and adjustments and determining whether a client is covered under their insurance policy and that the claim has been properly adjudicated and processed within reasonable timelines.
• Research, craft and draft appropriate professional and technical responses to claims issues.
• Giving the client a competent insurance policy and a claims expert’s opinion based on sufficient knowledge and analysis of the relevant facts.
• Meeting clients and concerned stakeholders on the ground over complaints and dispute resolution.

Client Account, Claims Relationships

• Manage claims for assigned client accounts, ensuring all insurance policy claims are handled with due diligence and integrity.
• Process claims efficiently and accurately, ensuring prompt payments for all valid claims in accordance with policy terms.
• Maintain effective communication with policyholders to ensure transparency throughout the claims process.
• Ensure that all claims are resolved and finalized within a reasonable and acceptable timeframe, adhering to internal and regulatory standards.

Maintaining Claims Records, Data and Claims Reporting

• Properly handle client information and storage of claims Documents received and ensure the claim files are always updated.
• Accurately capture claims data in the Core Claims Systems and ensure the claims data is up to date and always correct.
• Prepare monthly reports for clients and management, highlighting claims trends.

Complaints & Issues handling

• Handling of customer complaints regarding the claims from the portfolio of accounts and by escalation from direct reports.
• Meeting clients and concerned stakeholders on the ground over complaints and dispute resolution.

Key Result Areas

The accountability areas are as follows;

• Client Retention at 100%.
• Claims life cycle lead time at 25-30days (simple claims) and complex claims at 90-180days.
• Real-time claims information
• Claims closure rate at 115% (Closed/New) for the year.
• Customer satisfaction Index of 85% and net promoter score of 60%
• Compliance with processes, policies and procedures at 100%.

Key Competencies

• Customer Service Orientation.
• Interpersonal and Communication Skills.
• Problem solving abilities.
• Resilience and persistence.
• Teamwork and collaboration.
• Continuous leaing and adaptability.

Knowledge And Skills Required

• Adept in general insurance claims with an experience of at least 3 years in a busy general insurance claims environment.
• Excellent communicator in both verbal and written English.
• Creative and strategic thinking.
• Strong analytical and risk management capability.
• Excellent computer skills.
• Good organizational skills, agile, resourceful and collaborative.
• Keen and attention to details.
• Team player.

Professional and Academic Qualifications

• Bachelor’s Degree from a recognized university (in a Business / Legal Studies-related discipline).
• Diploma in ACII / AIIK.