Careers at Liberty Life

Job Summary

The Group Pension Analyst will be responsible for implementing the customer retention and communication strategy by ensuring optimal client service is provided to direct and intermediate clients.

Core deliverables

• Confirm the status of new accounts on the system and define the rules e.g. contribution cycles, payment modes.
• Ensure proper client on-boarding to support data accuracy.
• Monitor contributions and raise reminders to customers.
• Periodically generate statements for customers.
• Update the annuities register with customer details and set up payment schedules (rules) on the system.
• Auto reconcile membership data in the system against contribution schedule.
• Generate statements to the trustees/sponsor/Scheme members.
• Facilitate registration of the schemes by RBA.
• Evaluate withdrawal application and confirm benefits due.
• Process withdrawal request and generate payment file.
• Data cleaning and verification for new schemes loading and monthly updates.
• Constantly liaise with service providers such as scheme custodians, Finance department and investment managers to ensure that set timelines are achieved in relation to compensation of member benefits.
• Maintain records of contributing members, deferred and current pensioners, provision of annual statements, registration of Scheme with Retirement Benefits
• Authority (RBA) and Income Tax (KRA).

Qualifications

• Bachelor’s degree (insurance option preferred)
• Professional qualification in Insurance (ACII or AIIK) or Professional qualification in pension management

Experience

• At least 2 years’ experience in the insurance industry
• Understanding and knowledge of pension management processes and systems

Competencies

• In depth understanding of insurance operations and concepts
• Knowledge of insurance regulatory requirements
• Knowledge of pension administration industry and concepts
• Knowledge of Retirement Benefits Authority (RBAs) regulatory requirements
• Demonstrable commercial and financial management experience
• Effective business management skills
• Excellent organizational and stakeholder management skills

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Job Summary

The Customer Experience Executive is responsible for building of sustainable relationships of trust through open, proactive, and interactive communication with customers to drive client loyalty and retention. The role is key in delivering the customer value proposition and adhering to the customer service charter.

Key Responsibilities

• Continually update the customer profile so that Liberty retains the most current information about the customer and is therefore able to provide them personalized communication and solutions
• To remain abreast and well appraised on key investment and financial market events so as to provide customers with informed analysis of the markets and their investment solutions
• Proactively ensure that the customer’s portfolio, as administered in our systems, is always up to date and any issues identified are rectified before the customer has sight of them
• Always provide convenience to the customer by informing them of all available touchpoints and eliminating all barriers to service while taking full ownership of customer issues.
• To promptly receive, acknowledge and action customer communication whether through email, call, text or social media so that the customer experiences a seamless interaction with the business.
• Leverage existing strong bonds with customers to create loyalty and satisfaction.
• Ensure that the customer fully understands and appreciates the solutions that they have from Liberty and that these remain relevant even with the customer’s changing lifestyle and advising the customer appropriately should an update to the solution be necessary.
• Ensure that the customer is always updated on the status of their products with Liberty and where gaps are identified in premium payment or servicing of loans, a resolution is provided.
• Develop strong relationships with customers to understand their financial needs and therefore propose appropriate Liberty solutions.
• Walk with the customer through their various life events and ensure that they can exploit and enjoy the benefits of their products while continuing to fully service these products while continuing to fully service these and/or take additional ones.

Qualifications

• Bachelor’s degree.
• CIM/MSK Certificate or ICX Membership would be an added advantage

Experience

• Minimum of 2 years in customer experience in the insurance or financial services industry

Competencies

• Strong interpersonal skills
• Ability to prioritize tasks and manage time efficiently
• Team player
• Solutions - focused mindset
• Knowledgeable in financial solutions and market trends
• Business acumen