Job Title: Customer
Service Officer
Hiring Organization: Jubilee
Insurance
Location – Locality: Nairobi
Location – Region: Kenya
Industry: Insurance
Job Type: Full
Time
Salary: KES
Competitive
Date Posted: 11/03/2023
Job Ref. No. JLIL175
Role Purpose
The role
holder interacts with Jubilee Life customers to provide them with information
to address inquiries regarding products and services. In addition, they deal
with and help resolve any customer complaints and implement initiatives to
improve customer satisfaction levels and loyalty, while ensuring that the
customers receive world class customer service experience.
Main
Responsibilities Operational
Greet and
welcome clients visiting the office, providing a warm and friendly environment.
Ensuring
customer inquiries and complaints are promptly and effectively resolved within
the required turnaround time.
Interacting
with the clients as the first point of contact between the company and the
customers at service centre.
Selling
additional products by recognizing opportunities to cross-sell or up-sell new
benefits.
Identifying
and escalating complex customer issues to the appropriate departments for
resolution.
Collaborating
with team members and other departments to resolve customer problems
effectively.
Contributing
to team effort by accomplishing related results as needed.
Listen to
clients’ inquiries, concerns, and requests, and provide accurate and timely
responses.
Assist
clients with policy-related questions, claims inquiries, premium payments, and
general policy servicing.
Process
policy changes, endorsements, and cancellations accurately and efficiently.
Update
client information and policy details in the database.
Collaborate
with internal departments, such as underwriting and claims, to ensure smooth
policy administration and customer satisfaction.
Build and
maintain strong relationships with clients, fostering trust and loyalty.
Identify
and address client needs, offering suitable solutions and assistance.
Follow up
with clients to ensure their satisfaction and resolve any outstanding issues.
Maintain
accurate and up-to-date client records, ensuring confidentiality and data
protection.
Prepare
and distribute necessary documentation, such as policy documents, renewal
notices, and payment receipts.
Handle
client correspondence via email, mail, or other communication channels.
Investigate
and resolve client complaints or issues promptly and effectively.
Escalate
complex or unresolved issues to the appropriate departments for further action.
Keep
detailed records of client interactions, inquiries, and issue resolutions.
Corporate
Governance
Compliance:
Stay updated with insurance regulations and underwriting best practices to
ensure compliance with industry standards
Adherence
to the laws and regulations of Kenya, the policies and regulations within the
insurance industry and all internal company policies and procedures.
Ensuring
compliance with applicable statutory and regulatory requirements and
establishing mitigation measures against emerging business risks.
Fostering
a corporate culture that promotes ethical practices and good corporate
citizenship while maintaining a conducive work environment.
Collaborate
with cross-functional teams to develop initiatives that promote a positive and
inclusive company culture.
Individualized
Development Planning: Create personalized development plans that align with
your career aspirations and the organization’s objectives.
Qualifications
Bachelor’s
degree in insurance, Finance, Business or any other related course.
Diploma
in Insurance will be an added advantage.
Proficient
in the use of Microsoft office suite/packages and project management tools
& methodologies.
Relevant
Experience
Minimum
1-2 years’ experience in a similar role.
Experience
in effectively resolving customer inquiries and complaints.
Familiarity
with insurance or financial products and services is advantageous.
How To
Apply
If you
are qualified and seeking an exciting new challenge, please apply via Recruitment@jubileekenya.com quoting
the Job Reference Number and Position by 5th
November 2023.
Only shortlisted candidates will be contacted
