Client Relationship Executive at Ark Insurance Group

KEY RESPONSIBILITIES 

• Conduct regular visits to existing clients to understand their evolving needs, address concerns, and explore opportunities for upselling or cross-selling.
• Monitor industry trends, understand clients’ insurance needs & provide tailored solutions.
• Identify and engage with potential clients to introduce our products/services & cultivate new business relationships.
• Work closely with the Technical Team to understand client specifications& ensure proposed solutions meet their requirements.
• Maintain clear and regular communication with clients & internal teams.
• Provide periodic reports on client interactions, market feedback, & the progress of marketing activities.
• Perform claims oversight functions by engaging with the claims team & clients to ensure all claims are promptly processed & adequately settled.

REQUIRED SKILLS & COMPETENCIES 

• Aptitude for fostering positive relationships &client management practices.
• Experience in sales &customer-oriented mindset.
• Problem-solving attitude.
• Excellent communication skills
• Highly organized with necessary attention to detail.
• Teamwork & Interpersonal Skills.
• Stay updated on industry trends, competitor activities & market dynamics.
• Ability to understand client needs&tailor proposals accordingly.
• Demonstrated ability to create detailed reports &proposals using Microsoft Word&Excel.

KEY PERFORMANCE INDICATORS 

• Client retention rate.
• Policy renewal rate: Ensuring zero policy lapse.
• Renewal turnaround time: timely notification to clients (60 days for life, 30 days for others), weekly follow-up, prompt invoicing, prompt document delivery.
• Error-free advisory to both potential&existing clients.
• Client engagement: regular visits or virtual meetings with clients (once a year), unless otherwise advised.
• Quality of feedback &escalation.
• Complaints resolution rate (inclusive of complaints bordering on claims or technical matters).
• Effective use of Arkonline: Error rate, update &document upload turnaround time.
• Process handling: quality and process efficiency (speed and accuracy).
• Market insights &industry knowledge: regularity &quality of market trend& industry development updates provided to clients, utilization of market insights to drive strategic decisions and recommendations).
• Compliance to relevant industry regulations

QUALIFICATION

• B.sc/HND in Insurance or any related field.
• Minimum of 5 years’ relevant experience from an insurance or brokerage firm.
• Professional degree or qualifications are an added advantage (M.sc, MBA, ACIIN).