Britam Branch Administrator

Nature and scope of work

This is the coordinating arm of the branch and shall include all the functions as an interface to the home office. The position has a duo reporting structure - reporting to the Branch Manager on all day to day administrative duties. Functionally the position shall have a dotted reporting line to the

Customer Relationship and front office manager on all customer related matters.

Purpose

To maximize customer satisfaction and lifetime value of customers through provision of world class services that delight our customers.

Key Responsibilities

• Ensuring customer complaints and other enquiries are handled speedily and effectively to ensure customer satisfaction for all lines of business – Life and Pensions, General Insurance, asset managers etc in line with set SLAs.
• Verify & assemble all claims and benefits arising out of the branch.
• Play a key role in liaising with other departments in Life and non life divisions, other branches as well as third parties like banks, brokers and other sources of premiums etc to conclusively resolve customer inquiries, e.g. through telephone, internet ,SMS, Emails or walk-ins within SLAs.
• Properly advise clients on any claim related issues
• Oversee proactive, consistent, timely and accurate communication with clients as well as oversee day to day running of the branch.
• Continuously propose new strategies and action plans for improving service delivery in all lines of business at the branch level.
• Draw attention to key training needs of staff.
• Assist in providing technical and soft skills to increase skill levels in customer relationship management, product knowledge, processes and systems.
• Ensuring timely generation of all relevant reports on all branch activities from time to time and effectively communicating the same to the respective manager(s).
• Provide effective leadership, direction and staff supervision to the branch encouraging innovativeness and creativity.
• Recommend corrective services to adjust customer complaints presented at the branch.
• Carry out surveys on customer satisfaction at the branch level, and make reports from time to time to assist the company management in decision making.
• Recommend new and innovative measures that will front line `wow’ experience for our customers at the branch level.
• Accurate Data collection and capture e.g. customer contacts, banking details, new business etc within the stipulated timelines.
• Ensure compliance with all company procedures e.g. on premium processing, banking, underwriting, compliance review of unit trust application forms, life business applications etc.
• Maintain and account for premium receipts, revenue stamps, policy documents, motor certificates and other sensitive documents.
• Timely handling of all correspondence from internal and external customers.
• Ensure timely delivery of payments/cheques to customers.
• Ensure maintenance and storage of accurate and proper records at the branch – physical, Fortis etc
• Ensure office cleanliness and orderliness at all times.
• Approval of petty cash in the absence of the Branch Manager.
• Branch assets custodian.
• Ensure timely delivery of policy documents (newly issued and endorsements); contract notes, receipts, certificates etc to customers.
• Management of branch expenditure/costs e.g. telephone usage, lighting, time management etc
• Any other duties that may be assigned by the respective manager(s) from time to time.

Key interfaces/ Relationships

• Agency operations
• Asset Managers
• General insurance division
• Policy administration
• Claims-Life and non-Life
• Pensions and Group Life
• Marketing and corporate affairs
• Underwriting Life and non Life
• Customer relationship and front office
• ICT
• Finance
• Third parties – brokers, banks, etc

Competences

• Good work planning skills
• Good communication skills
• Good management skills
• Well developed interpersonal relation skills
• Ability to generate and interpret timely and accurate financial reports
• High Integrity
• A problem solver
• Good team leader and player
• Innovative
• Good people skills
• Analytical skills

Measurement Standards

• Organized office records and storage.
• Branch persistency.
• Timely delivery of cheques, policy documents etc.
• Accurate, regular and prompt updating of policy owners details e.g. contacts and banking details.
• Accurate and timely processing of claims and benefits.
• Accurate and timely processing of customer requests and queries.
• Collating and responding to customer queries promptly within SLAs.
• Resolving system related issues promptly.
• Accurate and prompt data capture.
• Satisfied customers, staff and financial advisors –minimal complaints.
• Provision of accurate and timely reports.
• Maintenance of a harmonious team at the branch.

Qualifications

• Bachelors degree or equivalent.
• Proficiency in MS Office.
• Supervisory/managerial experience in busy office.
• Capable of working under pressure with little or no supervision.

Closing Date:

Saturday, May 2, 2015

Key Skills/Specialization:

Bachelors degree or equivalent.

How to Apply

Click on this link http://careers.britam.co.ke/?q=node/285