Customer Service Officer at Sunu Group

Job Overview:

We are seeking a dynamic and results-driven Customer Service Officer to join our team at SUNU Health Nigeria Limited, a leading Health Maintenance Organization (HMO). In this role, you will be responsible for managing and nurturing long-term relationships with our employer group clients, brokers, and key stakeholders. Your primary focus will be to ensure customer satisfaction, reduce churn, and drive client loyalty by addressing client needs, resolving issues, and recommending tailored solutions that enhance their health plan experience.

Key Responsibilities:

Client Relationship Management:

• Build and maintain strong relationships with employer groups, brokers, and other business clients to enhance loyalty and retention.
• Act as the primary point of contact for clients and brokers, responding promptly to inquiries, addressing concerns, and ensuring overall satisfaction with health plan offerings.
• Conduct regular check-ins, reviews, and satisfaction surveys to assess the health and satisfaction of accounts.

Retention Strategy Development:

• Develop and execute targeted retention strategies to reduce client churn and increase customer satisfaction and renewal rates.
• Work closely with the sales, marketing, and claims teams to ensure alignment of services and to address any service gaps or issues.
• Identify at-risk clients through data analysis and implement proactive measures to retain them.

Client Needs Assessment:

• Understand the unique needs of each employer group and their employees, ensuring health plans are appropriately customized and meet business objectives.
• Provide insights and recommendations based on client feedback and health plan usage data to help optimize plans and services.
• Collaborate with internal teams to deliver solutions for issues such as claims disputes, member concerns, and billing discrepancies.

Problem Resolution:

• Manage and resolve escalated client issues, complaints, or service disruptions efficiently and professionally.
• Coordinate with claims, customer support, and healthcare providers to resolve issues that may impact client satisfaction or retention.

Client Education and Support:

• Educate clients on the benefits of their health plans, policy changes, and wellness programs available through the HMO.
• Provide training and resources to employer groups and brokers on new services, features, and any regulatory changes that may affect their plans.

Data Analysis and Reporting:

• Track and analyze key retention metrics, such as renewal rates, customer satisfaction scores, and usage patterns, to identify trends and areas for improvement.
• Prepare and present regular reports to management on client retention trends, feedback, and potential business growth opportunities.

Collaboration & Cross-Functional Coordination:

• Collaborate with the marketing team to design retention-focused campaigns aimed at enhancing the value proposition of the health plan to clients and their employees.
• Work with the underwriting and benefits teams to ensure client needs are met within the scope of their plan options.
• Share insights with the product development team to improve offerings based on client feedback and industry trends.

Required Qualifications:

• Bachelor’s degree in Business Administration, Healthcare Administration, Marketing, or a related field (or equivalent experience).
• At least 1-3 years of experience in client management, business retention, or account management, ideally within a health insurance, HMO, or healthcare provider.
• Familiarity with healthcare products, managed care, insurance regulations, and the healthcare industry landscape.

Skills:

• Strong interpersonal and communication skills, with the ability to engage and influence clients and internal teams.
• Excellent problem-solving and conflict-resolution abilities.
• Proficient in CRM systems (Salesforce, HubSpot, etc.) and Microsoft Office Suite (Excel, Word, PowerPoint).
• Analytical skills, with the ability to interpret retention metrics and data to inform decisions.