Front Desk/ Client Service Assistant at Old Mutual Plc

REF: 1146/NIGE/AA/Front Desk/ Client Service Assistant/Lagos/151118
Location: Lagos
Contract: Temporary / Contract
Available: ASAP
Category: Insurance    
Offer: Market Related

Introduction
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.

Minimum 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.