Corporate Retention Associate at Reliance HMO

Locations: Gbagada, Abuja (FCT) and Lagos

The position

• This role is responsible for developing and maintaining Reliance Health’s relationship with corporate clients by ensuring the highest levels of positive customer experience.
• The role is also responsible for ensuring strong customer retention and resolution of serious client administrative issues.
• You are a team player – able to work across different stakeholders, communicate expectations openly and clearly, and welcome constructive feedback.

Key Responsibilities

• Communicate courteously with clients and internal customers via phone calls and emails.
• Follow up on pending activities with clients and other respective teams within the organization.
• Politely attend to client’s suggestions, objections, and complaints
• Assist clients by guiding them through the decision on the choice of a health plan.
• Upgrade enrollees Health plans accordingly.
• Attend client meeting with Sales Representative for proper introduction and handover.
• Communicate with corporate key contacts to inform them of updates in service.
• Obtain feedback from client representatives by using the checklist.
• Understand and be knowledgeable of the various peculiarities with clients.
• Conduct surveys to evaluate customer satisfaction.
• Forward feedback, tasks and recommendations to appropriate units/personnel.
• Record details of client representatives/enrollees complaints, feedback and suggestions using the ticketing system.
• Document daily activities and forward report to Team Lead.
• Raise invoices for clients and following up to ensure prompt payment of premiums.
• Obtain prospective enrollees details and confirm the accuracy of the details.
• Send reminder mails to prospective enrollees through client representatives when they do not promptly provide their details.
• Inform client representative in the case of any invalid detail.
• Register prospective enrollees on RHMO database.
• Schedule onboarding session with client representatives and onboard the enrollees in the organisation.
• Schedule and organise Health Talks.

Requirements
Must have:

• Tertiary education from a recognised institution.
• 0 - 2 years post-NYSC experience
• Bias for developing a career in a client-focused role
• Sales or Customer Success experience is an added advantage, not a must-have.

At Clients Organization:

• Schedule and organise wellness check.
• Organize corporate events that will improve client retention.

Some Perks and Benefits

• Daily in-office lunch
• Employee-friendly working conditions
• Generous health insurance package; including gym passes
• Modern, cosy and collaborative workspace