Current Vacancies at Old Mutual Nigeria, 12th July, 2018

⏲ Jul 12, 2018, 5:12 PM
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Old Mutual Nigeria consists of a Life Assurance and General Insurance business and provides a wide spectrum of insurance solutions tailored to meet unique individual and corporate clients' circumstances. We are recruiting to fill the position below: Job Title: Front Desk / Customer Service Officer Ref: 1102/NIGE/EU/Front Desk / Customer Service Officer/Nigeria/290618 Location: Nigeria Contract: Permanent Available: ASAP Category: Insurance Offer: Market Related Key Focus

This role is individually accountable for assisting a variety of clients telephonically, electronically or face to face, in accordance with business, process and compliance rules.

Description

Provides telephonic and face-to-face service to Customers and intermediaries at the front office.
Delivers on daily production standards and adheres to service and quality standards.
Assists Customers and visitors at the front office with their enquiries / queries.

Key Result Areas Personal Effectiveness:

Accountable for service delivery through own efforts.
Individually accountable for managing own time, tasks and output quality for periods of 1 day to a maximum of 3 months.
Makes increased contributions by broadening individual skills.
Collaborates effectively with others to achieve client servicing results at the front office
Accepts and lives the company values.

Relationship Building:

Maintains relationships with relevant departments.
Builds and maintains good relationships with Customers and Visitors at the front office.
Manages Customer relationships in person or telephonically.
Handles Customer complaints efficiently at the front office and escalates to the relevant resolver group if not resolved within agreed timelines.

Quality Assurance:

Performs quality checks on own work.
Adheres to service and quality standards
Adheres to business, process and compliance rules.
Captures correctly customer enquiries, requests and complaints on the relevant spreadsheets.

Client Service Delivery:

Provides telephonic and face-to-face service to customers and intermediaries.
Delivers on daily production standards.
Informs clients of requirements and procedures for their claims, part-withdrawals or surrender process.
Assists to guide Customers on the process required for claims, new business and refunds.
Performs general office administration such as booking for meetings, calls and also follow-up on outstanding customer request / enquiry.
Refers Customer surrender / cancellation requests to the retention team.
Refers Customer requests to the Client Service Consultant in the Branch.

Compliance:

Adheres to business, process and compliance rules.

Requirements, Experience & Skills

Bachelor's degree (as a minimum).
Minimum 1 year work experience.
I.T proficiency (good knowledge of MS packages )
Very good communication skills (verbal and written)
Must have a passion for Customer service
Great interpersonal skills
Knowledge of Administrative functions.

Interested and qualified candidates should:Click here to apply Job Title: Policy Retention Assistant REF: 1101/NIGE/EU/POLICY RETENTION ASSISTANT/Nigeria/290618 Location: Nigeria Contract: Temporary / Contract Category: Insurance Key Focus

This role is individually accountable for assisting a variety of clients telephonically, electronically or face to face, in accordance with business, process and compliance rules
This role is accountable for all client retention efforts within the Retail Mass Market Cluster.

Description

Provides telephonic, electronic and face-to-face service to customers and intermediaries.
Make calls to Customers informing them about the status of their RMM policies and renewable policies according to the standard operating procedure.
Handles customer objections swiftly and appropriately ensuring maximum retention at all times.
Assists other team members when necessary (i.e. following up to close a renewal or sales leads).
Some technical knowledge required on GI and Life products together with knowledge of the processes involved.
Performs any other function assigned by Line Manager.

Key Result Areas Business Retention Monitoring:

Where possible, create further interest in the company's services by inviting customers to use all services and take up products offered.
Seek referrals from satisfied customers and direct same to the appropriate sales channel for follow-up and closing.
Conduct a daily review of the status of existing policies to ensure retention of customers.

Building New Retention Capabilities:

Reduce policy cancellations/ surrenders by proffering alternative solutions to Customers who intend to surrender or cancel their policies.
Timely resolve Customer Complaints resulting from policy renewals, cancellations or surrender.
Contribute ideas for the improvement of standards and services.

Integration:

Escalate and Redirect complex and technical issues to the Unit head or team leads.

Client Retention Activities:

Engage with Customers on cancellation/ surrender requests to gain insight to the reasons for their request.
Follow-through with all failed payments by contacting customers through all the approved available communication channels.
Provide data feedback to all sales teams on premium collection status.
Provide a high level of personalized Customer service experience to all Customers.
Update all daily interactions with customers on the Renewal/ RMM policy retention spreadsheet.
Update the Renewal / Policy retention database with changes and status of each customer.
Daily track policy renewals.

Stakeholder Management: