Branch Customer Assistant

POST TITLE: BRANCH CUSTOMER SERVICE ASSISTANT- MERU
DEPARTMENT: COMMERCIAL
REPORTING TO: BRANCH MANAGER- MERU

JOB PURPOSE:

The purpose of this role is to ensure that services are offered to customers in an efficient, prompt, and courteous manner to maintain customer’s goodwill and excellent image of Pacis Insurance Company by observing insurance policies, procedures, and controls at the Branch level.

PRINCIPAL ACCOUNTABILITIES:

• Check compliance of agents with IRA regulations
• Confirm compliance of the necessary regulatory business licenses.
• Provide input for the branch reports.
• Coordinate day-to-day branch administrative issues. office cleanliness, equipment functions for efficiency in the branch.
• Receive, stamp, scan, index and distribute mail within and outside the branch.
• Handle phone calls and visitors, as well as resolve customers’ communication through electronic and physical channels.
• Assist with processing of pre-rated insurance classes in consultation with Branch underwriter
• Introduce various PACIS products to both new and existing clients.
• Handle customer service issues in underwriting and claims.
• Escalate Customer queries to the relevant job role if necessary.
• Maintain professional ambience within the office premises.
• Promote the organization’s customer service charter.
• Generate quotations in consultation with the Branch Underwriter and Branch Manager.
• Safe Keeping and accountability of security documents i.e. motor insurance certificates, logbooks, payment receipt vouchers, discharge vouchers, policy documents, revenue stamps, and any other such documents.
• Support all PACIS events in the branch territory both for internal events and for those involving PACIS Stakeholders and / or the public.
• Participate in premium collection and renewal follow up for the branch.
• Vetting and creation of intermediary accounts ensuring compliance with AML and PEP
• Maintaining intermediary accounts e.g. amend, inactivate or suspend.
• On-boarding of sales team and equipping them with necessary documents and marketing policies
• Continuous intermediary KYC updating yearly.
• Data clean-up of intermediary files
• Uploading intermediary historical documents to the Document Management Systems
• Regular communication to intermediary on a need basis e.g. reminders for renewal of licenses or to communicate changes in marketing of company policy.

RELATIONSHIPS:

Reporting to: Financial Accountant

Other Contacts:
Within the Company: All Other Departments
Outside the Company:
a. Regulators
b. Clients

KNOWLEDGE AND EXPERIENCE (Oualifications)

• Bachelor’s degree in a related field.

Professional Oualifications:

• COP, Insurance/Business Diploma as an added advantage.
• 0 to 3 Years Working Experience.

Knowledge:

• Understanding of insurance industry

SKILLS AND COMPETENCIES.

• Excellent communication and presentation skills
• Problem solving skills
• Excellent interpersonal skills
• Excellent customer care skills
• Good negotiation skills
• Computer literate in MS Office and other office applications
• Understanding of the working environment /competitors.