Customer Service – Front Desk at NCBA Group

Customer Service – Front Desk at NCBA Group – NCBA Group Kenya Job Details

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