Background information about the job or company (e.g., role context, company overview)

Britam is a leading diversified financial services group, listed on the Nairobi Securities Exchange. The group has interests across the Eastern and Southern Africa region, with operations in Kenya, Uganda, Tanzania, Rwanda, South Sudan, Mozambique and Malawi. The group offers a wide range of financial products and services in Insurance, Asset management, Ban...

Responsibilities or duties

Process all policies new and renewal as per SLA and within the set guidelines.

Preparation of data upload files- Benefit set up and Member upload files and ensure set up of correct benefits for each corporate schemes and Retail policies.

Process all claims from service providers, sort out invoices with reconciliations issues shared by finance (stuck invoices within the process, resubmissions).

Process all reimbursements as per SLA.

Process all endorsements as per SLA.

System testing, validation and continuous innovation on processes and training of colleagues as required from time to time.

Performing Quality assurance on captured claims ensuring reduced reconciliation challenges and that business does not suffer any loss from fraudulent claims.

Ensure customer data quality and compliance is maintained across all operations as required.

Schemes reconciliation and maintenance of client data – Data reconciliation for Renewals and New Business policies.

Master policy creation and conversation for new retail policies.

Processing of retail policies and advising finance on receipt and allocation of premiums for retail policies booked.

Preparation and request of medical cards within set TAT and maintaining clear records on requested and issued cards to clients.

Preparation and presentation of departmental and business reports – Daily and Monthly reports.

Maintain regular internal (to staff) and external (to customers) communication on Customer Service matters implementing customer experience strategy for the company.

Perform any other duties as may be assigned from time to time.

Qualifications or requirements (e.g., education, skills)

Bachelor’s degree in a business-related field

Progress in Professional qualification in Insurance (ACII, FLMI or IIK)

Computer Literate; emphasis on Microsoft Office and EDMS.

Experience needed

At least 4-6 years’ experience in a similar position

Any other provided details (e.g., benefits, work environment, team info, or additional notes)

Technical/ Functional competencies:

Knowledge of insurance regulatory requirements

Knowledge of insurance products

Good communication and customer service skills.

Should possess functional knowledge, be result oriented and have problem solving skills.

Consistency in adherence to the application of established policies, processes, procedures and tools in achieving compliance requirements, optimal efficiency, and resource utilization.

Interpersonal skills to effectively communicate with and manage expectations (internal) and other stakeholders who impact performance.

Self-empowerment to enable development of open communication, teamwork and trust that are needed to support performance and customer-service oriented culture.

Ability to take initiative/responsibility to ensure that daily duties, routines and related additional tasks are completed timely.

• Process all policies new and renewal as per SLA and within the set guidelines.
• Preparation of data upload files- Benefit set up and Member upload files and ensure set up of correct benefits for each corporate schemes and Retail policies.
• Process all claims from service providers, sort out invoices with reconciliations issues shared by finance (stuck invoices within the process, resubmissions).
• Process all reimbursements as per SLA.
• Process all endorsements as per SLA.
• System testing, validation and continuous innovation on processes and training of colleagues as required from time to time.
• Performing Quality assurance on captured claims ensuring reduced reconciliation challenges and that business does not suffer any loss from fraudulent claims.
• Ensure customer data quality and compliance is maintained across all operations as required.
• Schemes reconciliation and maintenance of client data – Data reconciliation for Renewals and New Business policies.
• Master policy creation and conversation for new retail policies.
• Processing of retail policies and advising finance on receipt and allocation of premiums for retail policies booked.
• Preparation and request of medical cards within set TAT and maintaining clear records on requested and issued cards to clients.
• Preparation and presentation of departmental and business reports – Daily and Monthly reports.
• Maintain regular internal (to staff) and external (to customers) communication on Customer Service matters implementing customer experience strategy for the company.
• Perform any other duties as may be assigned from time to time.

• Knowledge of insurance regulatory requirements
• Knowledge of insurance products
• Good communication and customer service skills.
• Functional knowledge
• Result oriented
• Problem solving skills
• Consistency in adherence to the application of established policies, processes, procedures and tools
• Interpersonal skills
• Self-empowerment
• Ability to take initiative/responsibility

• Bachelor’s degree in a business-related field
• Progress in Professional qualification in Insurance (ACII, FLMI or IIK)
• Computer Literate; emphasis on Microsoft Office and EDMS.