Background

Madison Group Limited is a locally owned financial services holding company that specializes in Insurance and wealth management services. The Group comprises of Madison Life Assurance Kenya Limited, Madison General Insurance Kenya Limited, and Madison Investment Managers Limited. Madison Life Assurance Kenya was originally incorporated under Kenyan Laws in 1988 as Madison Insurance Company Limited (MICK) after a successful merger between Crusader Plc (1974) and Kenya Commercial Insurance Corporation.

Role Context

The Customer Experience Officer (3 positions) will be located at the Company’s Head Office. The role reports to the Deputy Manager- Operations and will be responsible in assisting in the effective running of the Customer Experience Department.

Responsibilities

• Receiving and processing client instructions from the various customer touchpoints accurately and in a timely manner.
• Managing communication on the official customer service email and telephone hotlines and providing prompt, professional responses.
• Handling client onboarding, registration from the various customer touchpoints and records management.
• Cross selling Company and Group Products
• Attending to walk-in clients and addressing their service needs.
• Interacting with clients across all touchpoints and resolving queries and complaints efficiently within the set TAT.
• Cross selling Company and Group Products
• Sharing clients’ monthly statements and agents’ commission statements within the set timelines.
• Maintaining and updating the complaints register within the compliance timelines.
• Updating periodic reports for the department as per the set timelines
• Ensuring compliance with existing Company controls, policies, and procedures while handling clients and client requests.
• Ensuring compliance with regulators while handling clients and client requests.

Qualifications, Experience and Competencies

Qualifications

• A minimum of a Bachelor’s degree in a related field.

Experience

• At least 2 years’ experience in Customer Service in the Financial Services Industry.
• Must have Call Center experience.

Competencies

• Be detail oriented and possess strong administration skills.
• Must have excellent people skills.
• Have exceptional written and oral communication skills.
• Ability to work independently and be flexible to work outside normal working hours and in shifts.

• Receiving and processing client instructions from the various customer touchpoints accurately and in a timely manner.
• Managing communication on the official customer service email and telephone hotlines and providing prompt, professional responses.
• Handling client onboarding, registration from the various customer touchpoints and records management.
• Cross selling Company and Group Products
• Attending to walk-in clients and addressing their service needs.
• Interacting with clients across all touchpoints and resolving queries and complaints efficiently within the set TAT.
• Cross selling Company and Group Products
• Sharing clients’ monthly statements and agents’ commission statements within the set timelines.
• Maintaining and updating the complaints register within the compliance timelines.
• Updating periodic reports for the department as per the set timelines
• Ensuring compliance with existing Company controls, policies, and procedures while handling clients and client requests.
• Ensuring compliance with regulators while handling clients and client requests.

• Detail oriented
• Strong administration skills
• Excellent people skills
• Exceptional written and oral communication skills
• Ability to work independently
• Flexibility to work outside normal working hours and in shifts

• A minimum of a Bachelor’s degree in a related field.
• At least 2 years’ experience in Customer Service in the Financial Services Industry.
• Must have Call Center experience.