Vacancies at Britam

Job Purpose: 

• Provide support to service and resolution to retail customer queries through the allocated call lines, service Centre as well as respond to queries via email while ensuring that all the processes and procedures are adhered to.

Key Responsibilities:

• Coordinate and work with the various; sales, marketing, product development and operations teams to drive and increase customer retention. 
• Support in all customer self-service initiatives and uptake for the Retail Business Unit / Segment and work with the Branches and
• Distribution Network to drive the increased use of Self-Service channels by customers. 
• Support in development, reviewing and implementing all the processes and procedures required to achieve the goals and objectives with respect to both customer retention and customer self-service adoption.   
• Work with various stakeholders to design and implement proactive customer retention initiatives that are supported with robust research and/or data analytics. 
• Work with the various operations teams to ensure that all service requests received through self-service channels are executed correctly and as per the agreed TATs. 
• Work with the Forensics Department to quickly investigate and conclude on fraud related cases that have a direct impact on Retail Customers. 
• Coordinate and work with various stakeholders across Britam to ensure that all customer complaints escalated through the Regulators i.e. Insurance Regulatory Authority (IRA) are resolved. 
• Provide support and be an intermediary link between the life business and the regulator (IRA) on customer service issues relating to Life business. 
• Maintain and document resolved complaints reported for the retail business from the IRA in the Customer relationship management system (CRM). 
• Coordination of follow-up and monitoring of uncollected benefits to reduce the exposure related to returns to unclaimed Financial Assets Authority. 
• Prepare and submit to management weekly dashboards and monthly reports (with robust analysis of the key issues and generate useful insights for management action) with respect to business performance in the areas of customer retention and self-service. 
• Prepare and submit business case escalations and ex gratia cases. 
• Engaging clients on policy reinstatement (Special & Normal redating and revival). 
• Drive customer portal and mobile app signup, usage and navigation through customer engagement.
• Other Duties will be assigned.

Key Performance Measures:

• Sign-Up on Self-Service Platforms (i.e. Online Portal & Mobile App). 
• Orphaned Policies Management. 
• Retention Rate for Life Business. 
• Process Digitization & Automation. 
• Conservation of Redating, Revival, Surrendered & Cancelled policies. 
• Audit, Risk & Compliance Issues. 
• Weekly/Monthly Business Performance Reports.

Knowledge, experience and qualifications required

• Bachelor’s degree in a business-related field. 
• At least 1 years’ experience in a similar position. 

go to method of application »

Job Purpose:

• Responsible for facilitating efficient client administration and document management. The job holder is responsible for client correspondences, data capture and document management to ensure efficiency, timeliness and effective client servicing.

Key responsibilities:

• Review of contract notes, statements, business confirmations/appreciations and all client correspondences.
• Coordinate all client communications on mails, verbal and hard copy correspondences to ensure efficiency, timeliness and maintenance of high standards and thus achieve maximum client satisfaction, loyalty and thus retention.
• Handle HNW client correspondences to ensure immediate response time and action.
• Review email and post statements and the contract notes and receipts on weekly basis.
• Review of account opening, edit of data in the system and all data capture for accuracy, integrity, timeliness and risk management.
• Prepare reports on client complaints and general client administration issues.
• Support AMC UG as per the hub and spoke model.
• Delegated Authority:  As per the approved Delegated Authority Matrix.
• Perform any other duties as may be assigned from time to time.

Key Performance Measures:

• As described in your Personal Scorecard.

Knowledge, experience and qualifications required

• Bachelor’s degree in a business related field.
• 1 year experience in a similar position.
• Professional certification in accounting (CPA part 2).

Technical/ Functional competencies:

• Knowledge of investment classes.
• Effective negotiation skills.
• Excellent organizational and analytical skills.
• Report writing skills.

go to method of application »

Job Purpose: 

• The main purpose of the Bancassurance sales agent is to provide operational and sales support for the Bank branches assigned. This will be achieved by the sales agent being domiciled at the specific bank branches and accompanying the bank teams to offer insurance support.
• The member will also provide support to the bank teams by ensuring timely response to matters/queries arising and timely preparation of customer/partner quotations plus sales & training presentations. 

Key responsibilities:

• Assist in preparation of customer quotations, sales presentations and training presentations on products, processes, and soft skills. 
• Review, manage and create sales pipelines. 
• Follow up on customer feedback and queries and escalate any matters.  
• Support the ban branch team as they go to the field by offering insurance expertise. 
• Monitor and measure/quantify business opportunity at the various branches. 
• Support in the follow up of premium payment. 
• Research and monitor competition activities while preparing intelligence reports to support decision making in a bid to stay ahead of the competition. 
• Scheduling, organizing, and communicating Banc assurance activities to the respective stakeholders. 
• Monitor and follow through to ensure timely payment of commissions, refunds, overrides and processing of credit notes to partners. 
• Weekly monitoring of performance.  
• Ensure retention of clients, intermediaries, and partners as per segment targets. 
• Source for Medical, Retail life, Group Life, and pension business. 
• Closure of Motor and Non-Motor business.
• Any other duties that may be assigned from time to time. 

Key Performance Measures:

• As described in Personal Score Card.

Knowledge, experience and qualifications required

• Bachelor’s degree (insurance option preferred).
• At least one-year experience in the insurance industry.
• Computer literate.

Technical/ Functional competencies:

• Knowledge of insurance regulatory requirements.
• Knowledge of insurance products.
• Sales and marketing management skills.
• Diplomatic in handling client relationship.

go to method of application »

Job Purpose: 

• To deliver exceptional customer service by managing customer interactions across all communication channels, ensuring timely and effective resolution of queries, and contributing to the overall efficiency and success of the Britam Contact Centre.
• The role requires multiskilling capabilities, adaptability to assigned responsibilities, and a commitment to upholding the highest service standards while continuously improving processes and customer experiences.

Key Responsibilities:

• Respond to customer queries across all channels (phone, email, social media, WhatsApp, SMS, web chats) as assigned, promptly and professionally. 
• Resolve customer issues effectively at the first point of contact. 
• Update and maintain accurate customer records in relevant systems. 
• Meet team and departmental targets (SLAs and KPIs). 
• Handle escalations and ensure satisfactory resolution. 
• Manage bulk communications like SMS and email campaigns. 
• Maintain high service levels and follow Contact Centre processes. 
• Participate in service improvement initiatives and provide feedback for better customer experiences. 
• Prepare and share reports promptly to ensure timely decision-making and effective communication.
• Perform other duties as assigned and develop multiskilling capabilities to support all Contact Centre operations. 

Key Performance Measures:

• High customer satisfaction (CSAT) scores. 
• Resolve customer issues on the first contact (FCR). 
• Meet response and resolution time targets (SLA). 
• Maintain high-quality interactions (QA scores). 
• Achieve daily and monthly productivity goals. 
• Handle escalations quickly and effectively. 
• Manage all communication channels efficiently (calls, emails, social media, SMS, WhatsApp). 
• Accurately update customer records in CRM. 
• Follow all company policies and procedures. 
• Successfully handle multiple tasks and channels (multiskilling).

Knowledge, experience and qualifications required

• University degree in a social science or business-related field.
• Relevant experience in a call centre and/or Customer Service.  

Technical/ Functional competencies: 

• Ability to discreetly handle sensitive and confidential information. 
• Strong organizational skills: ability to prioritize work and meet deadlines. 
• Strong writing, analysis and presentation skills. 
• Computer literate (MS Word, PowerPoint and Excel expert). 
• Records management. 
• Planning and organizational skills. 

go to method of application »

Job Purpose: 

• The Role holder will be responsible for assessing the quality-of-service delivery across all customer contact points within contact centre as well as support the team leaders and managers in gap identification and make recommendations to improve on customer experience.  
• The role requires multiskilling capabilities, adaptability to assigned responsibilities, and a commitment to upholding the highest service standards while continuously improving processes and customer experiences. 

Key responsibilities:

• Monitor Service Quality: Evaluate customer interactions across the Contact Centre and omnichannel platforms to ensure adherence to company standards, provide coaching to agents, and analyze trends for continuous improvement. 
• Generate Reports: Compile detailed performance metrics, including SLA, AHT, CSAT, and NPS, to create actionable reports that highlight strengths and areas of improvement. Resolve customer issues effectively at the first point of contact. 
• Conduct Surveys: Design, distribute, and manage customer satisfaction and feedback surveys to gather insights on service delivery. Meet team and departmental targets (SLAs and KPIs). 
• Analyze Feedback: Evaluate survey responses to identify recurring themes, customer pain points, and opportunities to enhance the service experience. Manage bulk communications like SMS and email campaigns. 
• Ensure Compliance: Conduct regular audits to verify adherence to service protocols, policies, and regulatory requirements across all channels. Participate in service improvement initiatives and provide feedback for better customer experiences. 
• Provide Recommendations: Develop and present actionable insights and strategies to management based on quality evaluations and survey data.  
• Track Improvement: Monitor the implementation of quality improvement initiatives, track their effectiveness, and recommend further adjustments where necessary. 
• Support Training: Identify gaps in agent performance and collaborate with training teams to develop targeted coaching plans and resources to address those needs.
• Maintain Documentation: Ensure accurate record-keeping of quality evaluations, survey results, and action plans to support data-driven decision-making and compliance reviews.
• Collaborate with Teams: Partner with operational, training, and management teams to share insights, align goals, and foster a culture of continuous improvement in the customer experience. 

Key Performance Measures:

• High customer satisfaction (CSAT) scores. 
• Resolve customer issues on the first contact (FCR). 
• Meet response and resolution time targets (SLA). 
• Maintain high-quality interactions (QA scores). 
• Achieve daily and monthly productivity goals. 
• Handle escalations quickly and effectively. 
• Manage all communication channels efficiently (calls, emails, social media, SMS, WhatsApp). 
• Accurately update customer records in CRM. 
• Follow all company policies and procedures. 
• Successfully handle multiple tasks and channels (multiskilling). 
• As described in your Personal Score Card.

Knowledge, experience and qualifications required

• University degree in a social science or business-related field. 
• Relevant experience in a call centre and/or Customer Service.  

Technical/ Functional competencies:

• Ability to discreetly handle sensitive and confidential information. 
• Strong organizational skills: ability to prioritize work and meet deadlines. 
• Strong writing, analysis and presentation skills. 
• Computer literate (MS Word, PowerPoint and Excel expert). 
• Records management. 
• Planning and organizational skills.