Job Purpose:            

Growth of IFA business to meet set annual premium targets

Key responsibilities

• Secure new business through intermediaries
• Retain existing business as per set objectives
• Maintain excellent customer service to intermediaries and clients
• Service existing business and resolve customer complaints
• Follow up on renewals for general insurance business
• Forward proposal forms to underwriting department
• Follow up premium collections
• Prepare weekly and daily reports as required
• Undertake initial underwriting in accordance with set guidelines to ensure sound acceptance of risk
• Respond to customer and client enquiries
• Follow up on commissions and claims issues emanating from intermediaries
• Recruitment of intermediaries as per set objectives
• Conversion of FA’s in branches to ensure all are placing general insurance business
• Continuous execution of initiatives and strategies per branch to ensure meeting of set objectives and reviewing them where need be.
• Training of intermediaries on general insurance products and submitting training schedules to supervisors.
• Use authorised incentive scheme to bring in new business through training intermediaries on the same and marketing it.
•  Creating strategic partnerships with intermediaries for maximum business support.
• Sharing of market intelligence with supervisor
• Work closely with underwriter and branch manager to achieve set objectives
• Perform any other duties as may be assigned from time to time
• Delegated Authority: As per the approved delegated authority matrix

Key Performance Measures

• As described in your Personal Score Card

Knowledge, experience and qualifications required

• Bachelors’ degree in a business related field
• Professional qualification in Insurance (ACII, IIK)
• 2-4 year’s relevant experience in the insurance industry

Technical/ Functional competencies

• Knowledge of insurance regulatory requirements
• Knowledge of insurance products
• Sales and marketing management skills

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.

Key responsibilities

• Analyse/audit service incident data, emails, voice recordings, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards.
• Provide structured and timely recommendations; verbal and/or written feedback.
• Perform mock calls with new hires post-training to determine readiness for moving into frontline live environment.
• Develop and conduct targeted group coaching sessions for agents that address Service Quality deficiencies and/or improvement opportunities.
• Use customer service expertise to assess existing practices and procedures for process improvement opportunities.
• Use Contact Centre tools to gather data and analyse trends or patterns affecting quality and performance.
• Collaborates with fellow call quality team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience.
• Manage scheduling and load balancing for Contact Centre.
• Provide afterhours/holiday support when needed to modify call flows or message announcements.
• Provide training on report and dashboard development to team members and management as needed.

Key Performance Measures

• As described in your Personal Score Card.

Knowledge, experience and qualifications required

• Degree from a recognized university.
• 2-3 years total working experience in customer service within Britam environment.
• Excellent Knowledge of Britam products and services
• Excellent oral, written and interpersonal communication skills
• Strong knowledge of customer care processes and techniques.
• Must have good analytical skills as well as decision making abilities.
• Good organizational and planning skills.

Technical/ Functional competencies

• Knowledge of insurance regulatory requirements
• Knowledge of insurance products
• Sales and marketing management skills