Job Opportunities at Jubilee Insurance - 7 Positions

Role Purpose

Manage all social media channels to sustain an engaging Client experience and increase audience satisfaction. To receive, analyze and respond to Client Queries and complaints on all the social media

Platforms, including and not limited to Web chats ,WhatSapp, Email, Facebook, Twitter, Instagram and LinkedIn.

Responsibilities for the  Non-Voice Customer Service Job

• Oversees all company’s social media platforms accounts management
• Develops engaging, creative and innovative responses to clients interactions and enlighten audiences
• Co-ordinates social media messaging to resolve client complaints and enquiries within the agreed SLA
• Audits and analyses social media presences, including digital advertising costs and returns
• Analyses social media campaigns with tracking systems to gather visitor data and determine efficacy and areas for social media improvement
• Works with other departments to develop , manage escalations on social media within defined timelines
• Monitors and develops performance reports and maintain a log of client queries and activities
• Good command of written language in English and Kiswahili
• Identify and escalate high level complaints or any issues which may put the business in disrepute/which could result in brand damage
• Develop a friendly rapport with customers in 140 characters or less.

Qualifications for the  Non-Voice Customer Service Job

• Graduate from recognized university
• Excellent exposure to Digital environment
• Proficient in the use of Microsoft Office suite and packages

Key Competencies.

• Customer Service orientation
• Data entry skills
• Listening skills
• Excellent writing skills
• Negotiation skills
• Adaptability
• Effective time management
• Attention to detail and Analytical
• Good Interpersonal relationships
• Ability to Multi-task
• Ability to write, think and work quickly without losing focus
• Passionate in a Client services environnement

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Role Purpose

Telesales Agent will contribute in generating sales for the company. Responsible for closing sales deals over the phone and maintaining good customer relationships. The goal is to help the company grow by bringing in customers and developing business from this alternative channel

Responsibilities for the Customer Service Job

• Engage customers with an aim of closing a first-time sale, cross selling and upselling products
• Process acquired business in an accurate and efficient manner
• Achieve set sales targets for self and the team
• Go the “extra mile” to meet sales quota and facilitate future sales
• Contact potential or existing customers to inform them about a product by explaining features, advantages and disadvantages of different products
• Answer questions about products or the company to new prospects with the aim of closing on a sale
• Report and provide feedback to management on sales and financial trends
• Keep records of calls and sales made as well as take note of useful information
• Update customer information in the database
• Handle grievances to preserve the company’s reputation
• Attend meetings, seminars and programs to learn about new products and services, learn new skills, and receive technical assistance in developing new accounts
• Provide feedback which could support the development of marketing strategies to compete with other individuals or companies who sell insurance

Qualifications for the Customer Service Job

• Graduate from recognized university
• Proficient in the use of Microsoft Office suite and packages

Key Competencies.

• Customer Service orientation
• Data entry skills
• Listening skills
• Ability to create rapport to pull sales and leads
• Verbal communication
• Negotiation skills
• Adaptability
• Attention to detail
• Analytical
• Good Interpersonal relationships
• Ability to Multi-task
• At least one year and above hands-on sales in a Client services environment

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Role Purpose

Retention and conservation of existing business while providing superior service to retirement benefits business clients (deposit administration, and annuitants) in full compliance with the laid down procedures and guidelines as set out in the operations manuals.

Responsibilities for the Senior Servicing Officer Job

• Business Growth
• Perform conservation of existing business by offering alternative products and generally maintain a retention ratio of not less than 95% at any point in the year. Ensure timely production of renewal processing & follow up plus policy document issuance
• Relationships Management
• Providing quality service to group life customers and building strong business relationships with new & existing clients as well as brokers. Also maintain proper, accurate and up to date MIS records of the group life portfolio.
• Premium Collection and Allocation
• Ensuring timely collection of all premiums due and subsequent accurate allocation of the same and production of management reports for decision making. Processes
• Reviewing and improving all processes to enhance efficiency in managing and servicing the group life portfolio.
• performance monitoring Information on the Market
• Monitor performance by closely tracking schemes and making weekly reports.
• Maintain an up to date complaints registers and ensuring that broker complaints are <1% of all customer complaints and ensure all customer complaints are resolved within the ISO timelines. Assisting in maintaining accurate and up to date information of market trends, competition and products in the market.

Functional Skills

• New ideas generation
• Market intelligence and business development skills
• Communication skills
• Interpersonal skill

Qualifications for the Senior Servicing Officer Job

• Bcom Marketing or Bsc Mathematics/ Statistics/ Actuarial Science or Bcom
• Accounting from a recognized university
• IT proficient (especially Ms Word, Excel, PowerPoint and Outlook)

Key Competencies

• Market Awareness
• Customer Focus
• Continuous Innovation
• Ownership & Commitment
• Entrepreneur Spirit
• Team Spirit
• Relevant Experience.
• At least three (3)years’ experience in servicing

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Role Purpose

Update premiums received through Salary deductions from various institutions

Responsibilities for the Premium Administration Officer Job

• Launching of SSOs within the required turnaround time
• Collection payments and SSOs Schedules from third Parties
• Allocation of SSOs within the required turnaround time
• Handling of Premium queries from Agents and or customer care
• Issuing stop orders for all non – active policies whose premiums are not expected
• Updating databases for premium collections automated check offs
• Audit and update of policies where this is required by other departments
• Follow up and correct any miss posting done previously

Qualifications for the Premium Administration Officer Job

• Degree with a bias in Finance and Accounts
• Progress in ACCA or CPA

Functional Skills

• Positive interaction with colleagues
• Analytical skills
• An Eye for detail
• Effective job relations – teamwork, assistance and mutual motivation
• Quality consciousness
• Commitment to job function, department and the company – loyalty and diligence
• Confidentiality
• Results Driven
• Remains calm under pressure.

Key Competencies

• Maintain data integrity
• Reconciliation skill
• Efficiency
• Accuracy
• Timeliness
• Proficient use of Excel
• At least 2 years’ experience in bank reconciliation

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Role Purpose

Developing medical business growth in line with the business targets/goals.

Responsibilities for the Business Development Job

• Revenue growth through effective management of agent and broker business portfolios
• Growing intermediary portfolio, introducing new intermediaries and directing clients and maintaining relations with existing clients and brokers
• Ensuring business retention of at least 90%
• Put in place mechanisms to build and sustain good relations with corporate client
• Ensure efficient resolution to service related issues
• Manage tender b u s i n e s s ensuring timely submission date, key requirements and tender premiums done
• Following-up on quotations with the respective units
• Gathering market intelligence and updating management
• Coordinating staff presentations, health talks and medical camps
• Working with the medical team and continuously developing/ structuring products that will ensure product competitiveness against evolving market trends
• Striving to keep loss ratios at acceptable levels and suggesting measures that will allow the company to run medical schemes profitably
• Holding regular meetings with intermediaries/ clients in order to establish concerns which he then resolves with various teams in the department
• Ensure seamless settlement of new schemes into Jubilee portfolio including advise to department and service providers

Qualifications for the Business Development Job

• Graduate from recognized university
• Insurance knowledge
• Marketing experience
• Proficient in the use of Microsoft (PPT, excel

Functional Skills

• Performance reporting and management
• Accounting Operations
• Health Benefits Plan Management
• Intelligence and Business Development skills
• Database Administration
• Exploitation and application of Information Technology
• Customer Service
• At least 2 years relevant experience.

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Role Purpose

Underwriting, vetting, set-up, renewal, servicing and support, documentation and management of J-Care policies on Actisure, and handling of related queries from clients and intermediaries on existing J-Care policies and prospective ones

Responsibilities for the Underwriter Job

• Coordinate with the customer service team on preparation of medical photo cards for all eligible members and ensure same is done with the TAT’s required.
• Handling of policy and benefit enquiries with brokers, members, claims team, service providers etc.
• Ensuring maintenance accurate and up to date membership database in Actisure
• Broker/ customer management and ensure client expectations are met and exceeded and at all times support is provided.
• Follow through the reports required by client/intermediary within the expected TATs e.g. member statements, etc
• Preparing policy documents and endorsements and dispatch of the same to the relevant client within the stipulated TAT’s.
• Support duties for the underwriters as directed by Team Leader in charge of J-Care and/or Underwriting Manager
• Ensure printing and dispatch of premium debits/credits and reconciliations of schemes managed promptly, correctly and efficiently within TAT’s in place.
• Attending meetings with clients and intermediaries
• Handle renewal process and secure the schemes renewals assigned to the portfolio.
• Ensure required regular reports on lost schemes, renewed schemes, pending schemes etc.,
• Any other duties that may be assigned by the management.
• Receive application documents from various business sources
• Confirmation of completeness of retail application documentation,
• Medical underwriting in liaison with the clinical team- issuance of status letters
• Request of additional medical information through MEDEX or writing to the doctors to provide additional medical information
• Accurate set up of new business in the Actisure system
• Timely processing of membership documents i.e. membership cards, cover confirmation letters and policy documents
• Processing and dispatch of renewal notices within the set TATs
• Accurate set up of renewed business in the Actisure system
• Timely processing and dispatch of renewal endorsements
• Setting up and managing of membership details in the system including additions of benefits and dependants
• Ensure all payment receipts are scanned and pushed to receipts allocation queue for commission’s payment
• Ensuring customer satisfaction and timely feedback to queries
• Regular advise to claims team on updated membership schedule to send to the providers
• Response to inquiries (phone calls, e-mail inquiries & walk-ins)
• Monitoring policy holder claims utilization – Sending Member statements to intermediary/policy holder to advise members on balance of cover especially
• Periodic underwriting assessment triggered by diagnosis of a new condition for which JIC needs to review policy terms and conditions.
• Ensure there is a declaration in changes of medical conditions upon renewal
• Ensure timely booking of all businesses paid for
• Ensure all documents are scanned, re-indexed to members profiles, batched by scan date and archived

Key Deliverables for the Underwriter Job

• Customer (client and intermediary) Satisfaction
• Timely Service delivery as per TAT’s in place
• Retention and Growth of the portfolio as per targets in place

Qualifications for the Underwriter Job

• Graduate in business related degree (marketing, commerce, insurance, economics)
• Proficient in the use of Microsoft office suite and packages
• Professional insurance certificates/ diplomas/ advanced diploma

Functional Skills

• Health Benefits Plan Management
• Database Administration
• Exploitation and application of Information Technology
• Customer Service
• Policy Processing
• Team Player
• Presentation Skills
• People management skills of both external and internal partners

Experience

• Over 2 years relevant experience

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Role Purpose

Pricelist Management – responsible for building master charge lists for providers and validation of specific charge category entries.

Responsibilities for the Medical Billing Assessor Job

• Registration of billing information from provider charge lists into a pricing tool
• Validating procedure, treatment, diagnosis and pharmaceutical terminologies
• Keeping track of price adjustments from particular providers
• Auditing of billing irregularities and advising providers on remedial actions
• Highlighting outliers and other areas of concern in provider charge categories
• Liaising with Provider Partnership team on pre-negotiated provider charges
• Participate in Provider Grouping based on differential price levels
• Participate in generation of exceptional reports for management reporting
• Performs other related duties as assigned, which may be inclusive, but not listed in the job description.

Key Deliverables.

• Successful construction of a universal pricing master file
• Identification of key areas for cost-containment intervention

Qualifications for the Medical Billing Assessor Job

• Diploma in Nursing, Clinical Medicine, Laboratory Medicine and Pharmacy
• Good understanding of the concepts of medical insurance
• Proficient in the use of Microsoft office suite and packages.

Functional Skills

• Excellent data analytical skills
• Performance reporting and management
• Health Benefits Plan Management
• Familiarity with medical coding e.g. ICD 10, DSM-5, SNOMED, RxNORM, HCPCS, CPT, DRG etc.
• At least two years of practice in a busy hospital setting.
• Experience in clinical research an added advantage