Customer Experience Executive at Liberty Life

The Customer Experience Executive is responsible for building sustainable relationships of trust through open, proactive, and interactive communication with customers to drive client loyalty and retention. The role is key in delivering the customer value proposition and adhering to the customer service charter.

Core Deliverables

• Continually update the customer profile so that Liberty retains the most current information about the customer and is therefore able to provide them personalized communication and solutions
• To remain abreast and well appraised on key investment and financial market events so as to provide customers with informed analysis of the markets and their investment solutions
• Proactively ensure that the customer’s portfolio, as administered in our systems, is always up to date and any issues identified are rectified before the customer has sight of them
• Always provide convenience to the customer by informing them of all available touchpoints and eliminating all barriers to service while taking full ownership of customer issues.
• To promptly receive, acknowledge and action customer communication whether through email, call, text or social media so that the customer experiences a seamless interaction with the business.
• Leverage existing strong bonds with customers to create loyalty and satisfaction.
• Ensure that the customer fully understands and appreciates the solutions that they have from Liberty and that these remain relevant even with the customer’s changing lifestyle and advising the customer appropriately should an update to the solution be necessary.
• Ensure that the customer is always updated on the status of their products with Liberty and where gaps are identified in premium payment or servicing of loans, a resolution is provided.
• Develop strong relationships with customers to understand their financial needs and therefore propose appropriate Liberty solutions.
• Walk with the customer through their various life events and ensure that they can exploit and enjoy the benefits of their products while continuing to fully service these products while continuing to fully service these and/or take additional ones.

Qualifications

• Bachelor’s degree
• CIM/MSK Certificate or ICX Membership would be an added advantage

Experience

• Minimum of 2 years in customer experience in the insurance or financial services industry