Claims Officer-General Business
To support the Claims Manager in the
claims Business by providing operational support in the Claims Department
processes. To process and settle insurance claims in a fast, fair and courteous
manner to ensure customer satisfaction, company profitability and good
corporate image
Accountability: Operational
Process Support
o Acknowledging new claims and calling for requisite supporting
documents/items
o Registering new claims
o Ensure that all claims reported are registered in line with the
company procedures and reserved accordingly; and also ensure that reserves are
periodically reviewed.
o Ensure that the allocated claims processes are performed within
the time frames as agreed with clients, brokers and other departments to ensure
service delivery.
o ·Ensure that service providers fee notes, invoices and Discharge
vouchers are settled within the set TATs
o Assist and manage queries escalated by staff, brokers, clients
or service providers to ensure timeous resolution.
o Liaise and visit brokers to build relationships
o Assist in the salvages disposal process.
o Ensure that all the cost containment strategies in claims
department are adhered to.
o Collaborate with underwriting department on areas or actions
that may minimize a loss or if action is recommended post a loss due to the
risk.
o Escalate poor performing accounts to Head of claims for
management
o Instructing loss assessors and investigators
o Examining loss assessment reports and recommending settlement or
repudiation
o Confirming client’s premium payment status
o Preparing claim settlement offers and discharge vouchers
o Communicating Risk improvement measures to Underwriting
Department
o Preparing claim payment vouchers for clients and service
providers & credit notes
o Writing cheque forwarding letters and sending them to the
dispatch desk
o Preparing debits for excess and recoveries
o Writing demand letters
o Revising reserves
o Handling facultative recoveries and payments
o Compiling monthly and annual reports for the IRA and other
interested parties
o Responding to letters and forwarding them to dispatch desk for
distribution to clients, intermediaries, service providers and third parties
o Approving claims settlement within agreed limits (signing
authority)
o Attending to walk in clients and via telephone
How to Apply
Bancassurance Officers
To achieve agreed sales targets in
line with the business objectives through pro-active selling of non-life
(General) insurance products and provision of excellent customer service. The
role also involves end to End General( Non Life) insurance processing from
Prospecting to claims management
Main Accountabilities and approximate
time splits
(SALES TO CUSTOMERS) 60 %
§ Sales of General Insurance( Motor, Non motor and Medical
Insurance) bancassurance products as guided
§ Deliver exceptional sales performance by identifying and
meeting customer needs through selling & cross selling of General insurance
products.
§ Receive Mi from the Sales Manager on the insurance portfolio at
the branch for engagement and cross sells
§ Monitor Branch renewals with an eye to obtain cross sales and
referrals to grow insurance portfolio
§ Provide direct “hands on” sales support (quality lead
generation and effective follow-up) to convert quality leads into sales.
§ Participate in specific product and campaigns by ensuring that
the products are explained to customers.
§ Agree, meet and exceed targets for specific sales campaigns.
§ Maintain own sales performance statistics for management
information usage.
§ Monitor own sales performance on a daily, weekly and monthly
basis and provide results to the Sales Managers. Provide activity sheets and
pipeline data as requested
§ Own and manage personal products & channel sales targets to
contribute towards the direct sales objectives and targets.
§ Refer to the appropriate area of delivery for specialist
product help or advise (e.g. Bancassurance department) when uncertain about the
product delivery or application process. Respond directly to the customer.
(PROVISION OF CUSTOMER SERVICE) 10 %
§ As per procedure manual provide customer documents( Policy
Documents, Risk Notes, Debit Notes, Acknowledgement forms and receipts on time
§ Own customer queries and complaints around the insurance
product and resolve in a timely manner. Escalate any unresolved queries, or
queries not resolved in a short period of time to the Line Manager or
Bancassurance team.
§ Build relationships with internal service providers (Operations
and Bancassurance team) to ensure a quick turnaround time of escalated queries
and complaints.
§ Advise customers as soon as the purchased product has been
accepted by the underwriter.
(OPERATIONAL RIGOUR AND COMPLIANCE
WITH KYC REQUIREMENTS) 10 %
§ Comply with the Non life procedure Manual on procedures and
processes in totality and refer any exceptional items to head office
§ Complete Insurer proposal forms and attach relevant supporting
documentation like copies of logbook and valuation reports
§ Ensure accuracy of each application and all other customer
documents. Lead Generators (LGs) are held personally accountable for accuracy
and quality of these and supporting documents that they complete and submit.
§ Achieve operational rigour excellence in all aspects of
procedures and processes personally undertaken to ensure green audit.
§ Comply with general Barclays operational risk & rigour
requirements e.g. Health & Safety standards and security of premises, KYC
and anti-money laundering regulations.
(CONTRIBUTE TO DEVELOPMENT OF THE
TEAM) 5 %
§ Share knowledge and experience with other Lead Generators in
the team.
§ Provide cover for other Lead Generators in case of excessive
workload or absence.
§ Deputize for the Line Manager whenever required.
(CLAIMS MANAGEMENT) 5 %
§ Ensure All claims are reported to Head office Bancassurance
team as guided and assist the client to attach relevant documentation and have
claim forms well completed as trained
§ Pursue Claims from Notification, Registration to settlement and
ensure TAT is followed as per agreed terms
§ Manage customer service on claims by informing the client of
each claim update
(RENEWALS MANAGEMENT) 5 %
§ Achieve renewals on portfolio of 90%
§ Pursue continued improvement in obtaining cross sales for
additional sales from existing customers
(UNPAID PREMIUM MANAGEMENT) 5 %
§ Ensure all business production is paid for and receipted as per
insurer agreements
§ Pursue continued improvement in premium collection with each
sale
Technical Skills/Competencies
§ Excellent planning & organization skills
§ Very strong communication & questioning skills
§ Networking
§ Good selling/influencing skills
§ Presentation skills
§ Listening skills
Knowledge and Expertise (relating to
specialist knowledge and expertise required to undertake the role. May include
knowledge of the Bank’s products, services and policies)
Essential
§ Knowledge of the Bank’s products, services and policies
including standard tariffs.
§ A thorough understanding of the Insurance sales process
§ A working knowledge of non-life insurance products
Preferred
§ A sound working knowledge of the insurance market and
competitor products.
Experience, qualifications and other
requirements specific to the role
Essential
§ First degree or diploma
§ Relevant experience in Non-Life Insurance sales
§ Or KCSE – Overall C Plain and C Plain, in English and
Mathematics
§ Certificate of Proficiency (COP) qualification as a minimum. Or
progress towards COP.
Preferred
§ Competitor product sales experience
Training Requirements specific to the
role
Essential
§ Bancassurance products training
§ Detailed product training on all bank products
§ Customer service training
§ KYC & Operational Rigour
§ Anti-money Laundering and Fraud Prevention
§ Time management
§ Presentation skills
§ Influencing & negotiation skills training
Preferred
§ Coaching skills
§ Credit training
§ Budgeting Skills
Key Issues over the next 12-24 months
§ Upskilling on all Retail products to ensure complete coverage
of the products and services available
§ Completing the skills workbook
§ Internalizing the principles of the Customer Revolution and
applying it to all processes
Additional details of exceptional
aspects of the demands of the role
§
Barclays Values to be exemplified on
this role:
· Respect
· Integrity
· Service
· Excellence
· Stewardship
How to Apply
Assistant Branch Manager-Mombasa
Ensure that all activities and duties
are carried out in full compliance with regulatory requirements,
Enterprise Wide Risk Management Framework and internal Barclays Policies and
Policy Standards
Understand and manage risks and risk
events (incidents) relevant to the role.
Accountability: Operational
Process Support
o Responsible for the growth of portfolio top line to the set
targets through retention & acquisition of new business on existing
accounts and new ones.
o Review the risks accepted in the branch to ensure they are
within the set underwriting guidelines and are covered under the reinsurance
programme
o
o Ensure clients are constantly updated on claims process and
progress
o Ensure top notch customer experience is provided to our intermediaries
and clientele.
o Ensuring training and increased uptake of all automation
initiatives by business partners.
o Ensuring compliance with the Company’s credit policy.
o Support in collecting revenue from key accounts
o Proactively drive quality of business and ensure achievement of
set business mix target.
o Responsible for obtaining and providing the correct marketing
intelligence to inform product development /customization and pricing
o Ensure timely issuance of policy documents, renewal
confirmations and endorsements.
o Ensure that all queries on technical insurance issues from
customers and branch staff are addressed promptly while providing technical
guidance.
o Ensure compliance with all regulatory and internal procedures in
regard to Bancassurance business.
o Organizing training, seminars and scheduled functions to ensure
loyalty.
o Premium collection and remittance.
o Carry out market research, customer data mining and segmentation
and provide customer feedback to Branch Manager for the development of new products
and enhancement of existing ones to suite the various market segments.
o To facilitate timely issuance of relevant documents
How to Apply
