Senior Consultant, Client Relations - Group Life Broking at Zamara Kenya

The Senior Consultant will guarantee 100% client satisfaction leading to client retention and business growth through new business referrals. The role will report to the General Manager, Employee Benefits.

In more detail, the areas of responsibility include:

Relationship Lead

• Creates and strengthens relationships by holding frequent ad hoc meeting with the clients to update them on the status of the scheme.
• Be the main contact person of Zamara to clients and underwriters.
• Provide professional advice explaining cover, exclusions, terms and conditions and ensuring clients are advised of any underwriting requirements in terms of the policy.

Scheme Performance and Reviews

• Review the performance of all schemes and advising the clients on how to ensure that their claims experience is favorable.
• Preparing service reports to clients on the operational, claims and any regulatory changes the client needs to be aware.
• Providing reports within the given time frames to ensure the clients are in the know about their scheme performance.
• Analyze and communicate market trends which will advise clients and how best to optimize scheme performance by comparing and benchmarking various corporate benefits offering.

Value Adds

• Design & implement value adding concepts.
• Propose cover enhancements to the client after negotiation with the underwriter.
• Organize relevant client trainings.

Complaint Management

• Revert to clients on escalated issues and complaints raised ensuring that customers are always satisfied by the service level given.
• Ascertain that the agreed upon turnaround time for resolution of client enquiries and complaints.

Business Development and Retention

• Produce referrals from clients through great service, excellent advice and knowledge of insurance.
• Analyze and take advantage of opportunities always to cross/up sell to client in respect of all covers.
• Warranty that the agreed retention rate is reached – that one offers the best solutions on scheme renewals to manage client’s budget and benefits.
• Participate in tenders.

Compliance

• Drive compliance of all schemes by making sure that all pertinent documents such as policy documents, renewal endorsements, award and introduction letters, service level agreements are issued and qualified.
• Conduct member education to members to drive adherence to the set policies.

Experience and personal qualities

The following experience is preferred:

• Bachelor of Commerce degree - Insurance option or business-related field.
• Minimum 5 years’ experience in key accounts management with a bias in the insurance sector.
• A professional qualification in customer service is an added advantage.

The following personal qualities are preferred:

• Excellent communication skills, both written and spoken
• Customer management skills
• Good analytical skills
• Good work ethics
• Team player
• Attention to detail
• Business etiquette
• Innovative