Customer Support Branch Operations at Heirs Insurance Ltd

This role is accountable for assisting a variety of Heirs General Insurance and Heirs Life customers across various touchpoints including telephone, in-branches, digital channels, amongst others, as well as overseeing accordance to agreed business processes and compliance.

Responsibilitie(s):

• Use every customer interaction to create an exceptional personalised customer service experience
• Drive sales of company products to walk-in and call-in customers through direct product referral, as well as upsell and cross-sell products directly to clients to meet the 25% contact centre conversion targets.
• Assist customers with their claims queries and maintain relationships with relevant departments to ensure the process is completed with our 24hour SLA with all units.
• Build and maintain good relationships with intermediaries and brokers that visit the branch to retain the brand top of mind awareness
• Handle customer complaints speedily and efficiently within timeline and consistently device strategic ways to remove customer pain points to avoid reoccurrence
• Support the CX governance team & MCCE in the roll out of branch related CX workshops and events
• Actively solicit for relevant partnerships that can add value to Heirs General Insurance & Heirs Life customers in the region and advice the loyalty and rewards officer of such partnership for closure
• Assist in the management of relevant projects at the branch when the need arises and advised. However, ensure it does not deter giving customers the necessary support required
• Perform quality checks on the customer experience process at the branch which includes own work
• Correctly capture on fresh desk all customer enquiry, request and complaints and provide timely solutions
• Quality check customer materials and brand collaterals at the branch to ensure compliance with the approved service standards
• Inform customers timely of requirements and procedures for their Claims, New business purchase via available digital platforms, policy renewals, part withdrawals or surrender process
• Process relevant customer refunds and claims request swiftly
• Perform general office administration such as follow-ups, client call-backs, Client keep-in-touch (KIT, KYC data updates, etc.
• Process Customer surrender / cancellation requests after consulting with the retention specialist
• Manage and respond to customer interactions across multi-media touch points (email, webchat, WhatsApp, Mobile app Live chat & Telephone)
• Ensure optimal customer satisfaction by promptly address customer queries, following up with the relevant business unit as well as give regular feedback to the customer until it is resolved
• Conduct CSAT, NPS and NES surveys at the end of every interaction with customers to measure their level of service satisfaction & loyalty to the brand
• Ensure customers are informed, guided, and educated on available product benefits, service channels and payment platforms
• Notify customers timely of their policy statuses, promos & rewards using available digital platforms
• Reduce policy cancellations / surrender at the branch levels by 80%
• Adhere to the best business practice, process, and compliance rules
• Working closely with the team, achieve effective service delivery to UBA Bancassurance Customers immediately the Bancassurance model is rolled out. Engage through a positive customer experience to attain a minimum of 80% CSAT rating
• Initiate a strategic approach to managing complaints by proffering a Permanent solution to underlying reoccurring customer complaints for Heirs Life and Heirs General Insurance
• Consistently innovate proactive better ways to constantly push customer centricity culture at the branch through the deployment of CX workshops as approved
• Conduct monthly check-in on customers
• Accountable for service delivery through own efforts
• Individually accountable for managing own time, tasks and output quality
• Makes increased contributions by broadening individual skills
• Collaborates effectively with others to achieve departmental and company set goals
• Accepts and lives the company values

Qualification/Experience Requirement(s):

• Knowledge of customer experience especially in the insurance industry
• Knowledge of Customer-centric strategy
• Excellent relationship management
• Excellent decision-making skills
• Excellent communication skills (oral and written)
• Excellent leadership skills
• Excellent entrepreneurial skills