Madison General Insurance Kenya Limited, a subsidiary of Madison Group and a leading provider of general insurance products throughout Kenya, is recruiting for the above position.
Overall Responsibility:
This position is responsible for maintaining Customer Service levels within the stipulated quality standards.
Key Responsibilities:
- Meeting the renewal budgets for all clients within assigned business portfolio
- To implement retention benchmarks for assigned portfolio within the SLA provisions and guidelines
- Provide a dedicated and comprehensive service to these clients, acting as the primary point of contact on behalf of Madison and deliver the highest level of customer care
- Organize and attend meetings with clients e.g. member educations, health talks, quarterly service review meetings etc.
- Complaints and Query management – Receive and resolve client issues and provide feedback in a timely manner
- Manage claim reimbursements in conjunction with claims department to ensure Reimbursement payments are made to clients in a timely manner
- Support in renewal process and securing of renewals in our portfolio including tender business
- Receive and dispatch client documents and monitor receipt
- Communicate pertinent information to the clients on a regular basis and be the liaison person with clients in all other communication
- Reporting and management of hospitalization/Admissions in liaison with care managers
- Member engagement – Extend courtesy calls to members on various activities, satisfaction surveys, post hospitalizations etc.
- Identify and recommend process improvements to enhance Customer Satisfaction.
- Support on premium and excess collection
- Scheme Performance Management – Sharing with clients the utilization reports, scheme review reports and member statements
- Premium volume increase through organic growth by selling additional benefits and enhancements
- Compile weekly, monthly, quarterly and annual reports as required
- Verification of accurate system capture of medical benefits purchased
- Dispatch/delivery of the policy document to the relevant client within the stipulated TAT’s.
- Dispatch/delivery of premium invoices and the renewal/commencement premium schedules to the client/intermediary.
- Any other duties assigned by management from time to time
Skills and Competencies Required
- Health Benefits Plan Management
- Customer Service
- Policy Processing
- Presentation Skills
- People management skills of both external and internal partners
- Customer Focus
- Good interpersonal and people skills
- Ownership & Commitment
- Team Spirit
- Excellent organization and communication skills
- Market Awareness
Skills and Competencies Required
- Bachelor’s Degree in business related field.
- 3 years’ experience in Relationship Management.
- Good progress in professional qualification in insurance (IIK)
Applications should be addressed to the Group Human Resources Manager, Madison Group Limited, Email: [email protected] so as to be received by Wednesday 26th March, 2025.
