Britam is a leading diversified financial services group, listed on the Nairobi Securities Exchange. The group has interests across the Eastern and Southern Africa region, with operations in Kenya, Uganda, Tanzania, Rwanda, South Sudan, Mozambique and Malawi. The group offers a wide range of financial products and services in Insurance, Asset management, Banking and Property. Our Mission is to provide outstanding financial services to our customers. Our Vision is to be the most trusted financial service partner. We aim to provide our clients, with an unmatched offering, ensuring first class solutions that help secure the future.
Job Purpose
Responsible for delivering an exceptional customer experience at the Britam branch level and putting the needs of every customer at the heart of every decision-making process.
Key responsibilities
- Implement the customer experience strategy in the respective branch
- Investigate and respond to all customer enquiries promptly at the branch level
- Escalate complex queries to the appropriate functional area
- Maintain regular internal (to staff) and external (to customers) communication on Customer Service matters.
- Investigate and respond to all customer inquiries promptly.
- Carry out customer and product-related document processing
- Respond to customer queries in a professional manner
- Make customers’ experiences better by ensuring customer satisfaction
- Ensure high standards of Customer Service are maintained in all at the branch level
Knowledge, experience and qualifications required
- Bachelor’s degree in a business related field
- At least 2- 4 years’ experience in a similar position
Technical/ Functional competencies
- Knowledge of insurance concepts
- Knowledge of underwriting processes and procedures
- Technical competence in underwriting insurance risks
- Knowledge of insurance regulatory requirements
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