Customer Service Assistant
Job purpose:
Responsible for delivering
an exceptional customer experience at the Britam branch level and putting the
needs of every customer at the heart of every decision making process.
Key Responsibilities:
- Implement
the customer experience strategy and ensure high standards of Customer
Service are maintained at the branch level in the respective branch.
- Investigate
and respond to all customer enquiries promptly at the branch level.
- Escalate
complex queries to the appropriate functional area.
- Maintain
regular internal (to staff) and external (to customers) communication on
Customer Service matters.
- Carry
out customer, FA and product related document processing including
scanning and indexing documents in the Document Management System.
- Process
pension queries and generate member statements on request.
- Premium
receipting and posting/allocating to the Line of Business systems and
preparing daily premium reports.
- Initiate
processing of AMC business through scanning and indexing new business
applications, top ups, withdrawals, rollovers and switches.
- Maintain
an accurate record of all customer interactions in CRM through walk-in
clients, phone calls, letters, FAs, emails and other customer interactions.
- Preparation
of the branch operations reports.
- Maintain
a neat and accurate petty cash record book and ensure petty cash float
levels are kept.
- Hold
brief in the event the underwriting associate is absent by performing that
role/tasks.
- Perform
any other duties as may be assigned from time to time.
- Drive
customer self-service by encouraging all walk-in clients to sign up to the
customer portal and offer necessary support.
- Ensure
business retention by taking initiative to conserve cancellations and
surrenders before processing customer instructions.
Key Performance Measures:
As described in your
Personal Scorecard.
Knowledge, experience
and qualifications required:
- Bachelor’s
degree in a business related field.
- At
least 2- 4 years’ experience in a similar position.
Technical/ Functional
competencies:
- Customer
service skills.
- Decision
making –ability to make strategic decisions in a timely and effective
manner.
- High
moral and ethical standing.
- Highly
motivated.
How to Apply
Unposting Date: 01-02-2023
