Customer Retention and Self-Service Assistant

Job Purpose:

Provide support to service and resolution to retail customer queries through the allocated call lines, service Centre as well as respond to queries via email while ensuring that all the processes and procedures are adhered to.

Key Responsibilities:

• Coordinate and work with the various; sales, marketing, product development and operations teams to drive and increase customer retention.
• Support in all customer self-service initiatives and uptake for the Retail Business Unit / Segment and work with the Branches and
• Distribution Network to drive the increased use of Self-Service channels by customers.
• Support in development, reviewing and implementing all the processes and procedures required to achieve the goals and objectives with respect to both customer retention and customer self-service adoption.
• Work with various stakeholders to design and implement proactive customer retention initiatives that are supported with robust research and/or data analytics.
• Work with the various operations teams to ensure that all service requests received through self-service channels are executed correctly and as per the agreed TATs.
• Work with the Forensics Department to quickly investigate and conclude on fraud related cases that have a direct impact on Retail Customers.
• Coordinate and work with various stakeholders across Britam to ensure that all customer complaints escalated through the Regulators i.e. Insurance Regulatory Authority (IRA) are resolved.
• Provide support and be an intermediary link between the life business and the regulator (IRA) on customer service issues relating to Life business.
• Maintain and document resolved complaints reported for the retail business from the IRA in the Customer relationship management system (CRM).
• Coordination of follow-up and monitoring of uncollected benefits to reduce the exposure related to returns to unclaimed Financial Assets Authority.
• Prepare and submit to management weekly dashboards and monthly reports (with robust analysis of the key issues and generate useful insights for management action) with respect to business performance in the areas of customer retention and self-service.
• Prepare and submit business case escalations and ex gratia cases.
• Engaging clients on policy reinstatement (Special & Normal redating and revival).
• Drive customer portal and mobile app signup, usage and navigation through customer engagement.
• Other Duties will be assigned.

Key Performance Measures:

• Sign-Up on Self-Service Platforms (i.e. Online Portal & Mobile App).
• Orphaned Policies Management.
• Retention Rate for Life Business.
• Process Digitization & Automation.
• Conservation of Redating, Revival, Surrendered & Cancelled policies.
• Audit, Risk & Compliance Issues.
• Weekly/Monthly Business Performance Reports.

Knowledge, experience and qualifications required

• Bachelor’s degree in a business-related field.
• At least 1 years’ experience in a similar position.