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AIG
TITLE: Customer Service – Front Desk U/W
GRADE: 16/Band 3
DEPARTMENT: Customer Processing & Servicing Department (CPS)
COUNTRY: Kenya
DIRECT MANAGER: Customer Processing and Service Manager
PURPOSE OF THE ROLE
This position will be in the Customer Service/Underwriting Support team within the Operations & Customer Service function. The role will focus on supporting and servicing all lines of Business across Consumer and Commercial.
PRINCIPLE DUTIES AND RESPONSIBILITIES:
- Providing prompt & accurate support to new and existing customers by phone, email and post. Attract potential customers by answering product and service questions; suggesting information about other products and services where opportunity arises.
- Investigate and resolve routine customer enquiries at first point of contact, ensuring the delivery of an efficient and effective service to Customers and Brokers.
- Analyse, screen and prepare Renewals for issuance
- Responsible for actively ensuring the retention of the customer base which includes promoting policy benefits to existing customers.
- Compile data and conduct routine tasks to support Underwriters.
- Collate, filter and prepare data in preparation for processing and respond to queries arising from same.
- Liaising with Claims and Finance Departments to resolve queries in a quick and efficient manner.
- Produce reports on an ad hoc basis
- Contribute to the development and maintenance of standards, policies and procedures regarding customer service. Maintain Company standard during all interactions
- Quality review testing on Processes to ensure compliance.
- Participate in developing and recommending changes to existing methods and systems to increase the accuracy, efficiency and responsiveness of the customer service department as a whole.
- Provide back-up support to other team members.
- Ensure adherence to audit/compliance and regulatory requirements in area of responsibility.
QUALIFICATIONS:
- Hold an insurance or business degree.
- Holder of CII/AIIK qualification or be working towards attaining qualification
EXPERIENCE:
- 3+ years’ experience working in the insurance industry preferred.
- Strong working knowledge of MS Office Applications
- Working knowledge of MS office and common insurance underwriting systems
SKILLS AND COMPETENCIES / LEVELS
- Strong written and oral communicational skills supported by a friendly and outgoing disposition.
- Methodical, accurate and strong attention to detail.
- Organized, with good planning/time management skills to achieve tight deadlines/targets
- Ability to work independently.
- Drive for results
- Problem solving
- Questioning/Probing
- Time management
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.
