Client Retention Assistant

PRIMARY RESPONSIBILITIES:

SERVICE DELIVERY MANAGEMENT

Assess business risk proposal and Accept/Reject Risk, on the basis of existing underwriting guidelines).

Ensure policy documents and endorsements are dispatched.

Work with the assistant underwriter and underwriter in reconciliation of underwriting issues.

Process renewal notices under the guidance of the underwriter

Any other duty as may be given by the Underwriting manager.

CLIENT RETENTION

Conduct intermediary (independent agents and brokers) and direct business performance and account servicing to identify and address service gaps;

Provide continuous training and sensitization on our various existing and emerging products, to enable our intermediaries(clients) identify additional risks management solutions for our customers.

Enhance customer service experience through planned intermediary / client’s engagement activities to discuss upcoming renewals, reconciliations and debt collections, claims review and update and report on areas of improvement.

Ensure timely payment of commissions, monthly incentives, premium refund cheques and delivery thereof including recognizing good performance from our intermediaries.

Coordinate timely dispatch of renewal pre-lists, renewal quotations, new business policy documents and actively follow up on premium payment receipts with emphasis on Mpesa payments.

Coordinate consistent updates to clients on phone and email on any changes or improvements affecting their policy including review of loss ratio status to enhance prudent premium rating.

Manage debt status against the set policy and ensure interdepartmental functions are coordinated well.

Ensure high retention of renewal business for account allocated.

Address complex customer complaints and recommend appropriate solution.

Key Skills, Knowledge, Experience and Behavioural Competencies

Academic and Professional Requirements

Education Bachelor’s Degree Bachelor’s degree in a related field

Professional Qualification Diploma in Insurance is added advantage

Experience Required:

Relevant experience 2

Industries:Insurance

Function: Others