Job Purpose:
To support the implementation and maintenance of an effective and professional Client Relationship Strategy for the company that will in turn contribute to acquisition and retention of Premium paying clients when interacting with intermediaries and facultative partners.
Key Responsibilities:
- Maintain professional understanding of customer base to assist Britam maintain and improve our current relationships.
- Regular meeting with the Intermediaries to ensure reconciliations are up to date and any disputes are resolved.
- Enhancing Customer Relations by regular Servicing of Intermediaries hence handling of any requests and complaints.
- Perform as key contact for selected customer relationships under CRM’s guidance.
- Facilitate weekly client meetings, Broker Meetings, Facultative partners meetings and Financial Advisors to work through priority issues like premium payment, claims recoveries, and plan future initiatives with the Client Relationship Manager.
- Initiate and develop activities to ensure on time and scheduled response to customers and intermediaries
- Proforma collection through providing debtors/ proforma listing to sales team and updating the team on collections made on a daily basis
- Participate in focused status meetings with Channel managers and customers on a daily
- Provide proper refund of premiums and claim compensation to customers on time.
- Regular meeting with designated Financial Advisors to ensure their debtor/ proforma balances are up to date and premiums are collected in time.
- Check, verify commissions, Reinsurance payments and claim recoveries to the intermediaries.
- Monthly reconciliation of the debtors listing totals to the GL balances.
- Work with Accounts Assistant to ensure the accurate daily, weekly and monthly proforma/debtor’s summary report to the Proforma committee.
- Work with the Accounts Assistant to ensure timely preparation of quarterly signed Broker Statements to IRA.
- Follow up on credits in the bank statements and ensure they are receipted and accurately allocated every Day.
- Ensure proper filing of and soft copy storage of all documents.
- Assists in other duties as needed and directed
Key Performance Measures:
As described in your Personal Score Card
Working Relationships:
Brokers
Financial Advisors
All departments
Knowledge, experience and qualifications required
Knowledge
- Insurance Products and Services: Comprehensive understanding of the various insurance products and services offered by Britam.
- Customer Service Principles: Knowledge of best practices in customer service and client relationship management.
- Credit Management: Understanding of credit control and collection processes.
- Regulatory Requirements: Familiarity with insurance regulations and compliance standards in Uganda.
Experience
- Customer Service Experience: Several years of experience in a customer-facing role, preferably in the insurance or financial services industry.
- Client Relationship Management: Proven track record in managing and nurturing client relationships.
- Credit Collection: Experience in credit collection and managing accounts receivable.
- Conflict Resolution: Experience in handling customer complaints and resolving conflicts efficiently.
Qualifications
- Education: A bachelor’s degree in Business Administration, Finance, Insurance, or a related field.
- Professional Certifications: Relevant certifications in customer service, insurance, or credit management can be an added advantage.
- Technical Skills: Proficiency in customer relationship management (CRM) software and other related systems.
- Communication Skills: Excellent verbal and written communication skills, with the ability to interact professionally with clients and team members.
- Analytical Skills: Strong analytical and problem-solving skills to assess client needs and credit risks.
- Organizational Skills: Ability to manage multiple tasks and prioritize effectively.
Additional Attributes
- Interpersonal Skills: Strong interpersonal skills to build and maintain positive relationships with clients.
- Attention to Detail: High attention to detail to ensure accuracy in credit collection and client interactions.
- Proactive Attitude: Proactive approach to client management and problem-solving.
- Ethical Standards: High ethical standards and integrity, especially in handling sensitive financial information.
