Job Title: Customer Experience Specialist
Hiring Organization: Liberty Life
Location – Locality: Nairobi
Location – Region: Kenya
Industry: Insurance
Job Type: Full Time
Salary: KES
Date Posted: 06/10/2024
Job
Summary
The
Customer Experience Specialist- Coast Region-is responsible for building,
maintaining and growing lasting client relationships to position Liberty Life
as the Pension, Group Life and Retail Life Provider of choice.
Key Responsibilities
Deliver
exceptional service for the entire Retail Life and Pensions portfolio working
with the various internal and external stakeholders (customers, agents,
brokers) through timely responsiveness to customer requests and feedback.
Develop
working relationships with key account owners and managers to ensure business
retention and renewal while gathering market intelligence that allows Liberty
to offer a compelling and competitive customer value proposition.
Identify
cross-selling opportunities for Group Life business within exisitng pension and
retail life businesses and funnel prospects to the Sales and Distribution team.
Implement
the customer engagement and retention strategy across the segments to ensure a
differentiated service is realized.
Receive
and resolve customer feedback and complaints across retail and pension books
timeously and properly document these while escalating issues along the
established matrix to enable root cause analysis and resolution.
Maintain
an updated list of departmental policies and processes that support delivery of
service and Liberty’s governance standards.
Conduct
member education and other customer initiatives as per assigned client
portfolio in collaboration with Sales and Distribution Team in the region to
maximize cross-selling opportunities for Liberty Life solutions.
Research
on, identify and champion opportunities that will transform customer experience
through product, service, technology or strategy.
Support
the sales team in business acquisition through provision of new business
proposals, quotations, business intelligence, competitor strategies and
information in an accurate, professional, complete and timely manner.
Ensure
customer data and records are kept securely and confidentially, strictly guided
by Liberty’s policies and systems, for ease of access and future reference as
need be.
Develop
strong relationships with customers to understand their financial needs and
propose appropriate Liberty Life solutions.
Develop
working relationships within and across functions in the business to support a
seamless and exceptional customer experience.
Qualifications
Bachelor’s
degree
CIM/MSK
Certificate or Insurance Professional qualification – IIK Diploma/LOMA/ACII or
ICX
Membership
would be an added advantage
Experience
Minimum
of 6 years in a customer experience role in the insurance or financial services
industry
Competencies
Strong
communication and presentation skills
Stakeholder
management
Ability
to cope with pressure and work under minimal supervision.
A
solutions-focused mindset
Knowledgeable
in financial solutions and market trends
Strategic
thinker
How To
Apply
If you meet the above
requirements, you are encouraged to forward your application and updated CV
to hr@libertylife.co.ke by 19th
June 2024 clearly state the job title on the subject heading.
