Client Retention Assistant at CIC Insurance

PURPOSE:

To assess and prudently underwrite Non-medical general business in commercially sound terms and to ensure that all underwriting and documentation duties in the section operate effectively and efficiently

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