Job Vacancies at Leadway Assurance Company

The role is responsible for the claims processing activities which include but not limited to claims acknowledgement, correspondence with client/brokers on claims substantiating documents, producing claims vouchers and follow up till claims are paid.

The role involves

• Acknowledgement of Claims Notice
• Request for Claims Substantiating Documents
• Claims processing and follow up
• Claims Reports – Management and Regulatory
• Providing evidence of payment to clients.
• Validating claim documents.
• Verify identity of claimant and ensure completeness of documents – KYC, Enhanced Due Diligence on claimant
• Produce voucher for authorization
• Produce Claims Batch for verification

These objectives will be achieved through :

• Ensuring proper review of claims occurrence within three months of policy inception
• Communicating feedback on findings to underwriting team on risk improvement
• Identifying the factors and products that drive the highest frequency and severity of losses
• Implementation of automated end-to-end workflow processes to reduce manual intervention in internal processing
• Better knowledge of the Industry, Business and product by staff of Claims function

Qualifications

Academic:

• Bachelor’s Degree or equivalent from a recognized University (Business Related preferred)
• Professional Qualification (CIIN)

Functional / Technical skills:

• Dexterity in the use of Microsoft suites
• Good interpersonal skills
• Accuracy and Speed
• Must be receptive to instructions
• Computer friendly

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This role is responsible for the transitioning of the Contact centre from a basic operational customer interaction centre into a Strategic Business Unit of Leadway through the implementation of various Digital Automation Initiatives to transform Customer Experience.

In addition, the Head Contact Centre role ensures the execution of all Contact Centre operational functions which includes but is not limited to the following areas; Customer Experience quality management, Workforce Planning, Management reporting, Recruiting, Coaching, Training and Performance management.

Responsibilities include;

• Managing the daily running of the Contact Centre, including sourcing equipment, effective resource planning and implementing strategies for optimized operations.
• Management of processes for the continuous improvement of customer experience on interactions handled across all Contact Centre interaction channels; Inbound and Outbound Calls, Live Chat, SMS, Emails and Social Media
• Responsible for the development and administration of the Contact Centre’s annual expense budget to attain business goals with operational stability.
• Develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance,
• Management and Statistical Reporting of performance metrics, including forecasting and analysing data against target figures, ensuring that expected Service Levels for the Contact Centre are met.
• Ensure that all Contact Centre staff are compliant with the Leadway’s policies and procedures as well as with regulatory agency guidelines and standards.
• Develop and maintain effective organization of responsibilities, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision.
• Develop and implement programs that enhance employee motivation
• From feedback on the daily customer interactions with the Contact Centre, Identify and report viable marketing leads which would provide new revenue opportunities from the Bank’s existing customer base as well as valuable insight which would aid in making strategic decisions.

SELECTION  CRITERIA  

Formal Qualifications:

• University Degree with a minimum of Second Class Lower Division (2.2) in the Social Sciences field
• Post graduate qualification in Customer Relationship Management or related certifications such as Contact Centre COPC Certification (Customer Operations Performance Centre) would be a very strong advantage

Experience:

• A minimum of 8 years overall working experience of which 4 years’ minimum is at Supervisory/Managerial Level in a Contact Centre.

KNOWLEDGE

• Prior experience in a Contact Centre in a Supervirory/Managerial Capacity is a Mandatory requirement
• Knowledge of Industry Standards and Contact Centre technology and processes emerging trends
• Knowledge of key Contact Centre solutions and applications
• Up-to-date knowledge of company operations, policies and procedures
• SKILLS
• Should possess high level project management skills to aid in effective participation in the execution of projects which is a key occurrence in the implementation of the automation and digital initiatives
• Ability to Supervise the execution of projects for the team
• Presentation Skills
• Counselling
• Strategic Thinking
• Desire for continuous skills development
• Problem solving
• Decision Making
• Reporting & Analysis
• Planning & Organisation

ATTRIBUTES​​​​​​​

• Strong Leadership attributes
• Highly Innovative and Creative
• Ability to motivate and drive the team to achieve set targets
• Relationship Building
• Integrity
• Passion
• Assertiveness
• Ability to think outside the box
• Being Approachable
• Fairness

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This role is responsible for assessing and processing all claims to Policy Holders and also ensuring that it is achieved within the recorded time (SLA) in order to retain and attract potential clients to the company.

The holder will actively maintain, update and navigate claim records for prompt claims resolution. The role also requires demonstration of a high level of accuracy and efficiency and the ability to prioritise and manage own workload, enabling the provision of relevant and timely information for effective reporting and decision making within the functional area. The role will support Underwriting, Risk Management & Reinsurance teams and other shared services in the business.

These will be achieved through effectively:

• Obtaining all necessary information on claims for the purpose of settling insurance claims.
• Determining whether the insured’s policy covers the claimed loss.
• Investigating claim cost, extent of damages and deciding an appropriate amount the company should pay out as claim.
• Negotiating claims settlements and authorizing claim payments
• Uncovering suspicious and fraudulent claims that require further investigation
• Maintaining a strong understanding of insurance policies and conferring with legal units on claims legal matters where necessary.
• Contributing to the continuous development of the claims process by identifying and implementing several opportunities for the development of products and process improvement
• Proactively seeking to clarify and resolve customers enquiries, claims compliant using the best method and initiative.
• Perform technical activities relevant to the business activities at a high level of accuracy and efficiency in accordance with agreed operating procedures.
• Protecting the interest of the company and insurance industry when dealing with claimants.
• Drive operational excellence and efficiency
• Adherence to TAT on technical service delivery at 98%

Stakeholder Management:

key stakeholders that the position holder will need to liaise/work with to be successful in this role.

Internal

• Management team
• Various functional unit with the technical and operation division
• Commercial / Share Service Units

External

• Regulator (NAICOM)
• Brokers/ Agents
• Competitors
• Direct Clients

Work cycle and impact: time horizon and nature of impact (Planning)

This role has various work cycle and impact grouping:

• Daily engagements: This may involve follow up with loss adjusters, engineers and claimants, it may also require attending internal and external meeting with claimant, Brokers, attending court sessions on litigation claims,
• Performance review: review of claim files for prompt settlement
• Dial in session: work from office, offsite and home

Qualifications

Academic:

• Bachelor’s Degree / HND  or equivalent from a recognized University (Business Related preferred)
• Master’s Degree is an added advantage.
• A professional qualification of ACIIN or its equivalent from other recognized professional Institutions.

Desired work experience:

• At least 2 years work experience in Technical division 2 out of which must be as a claims assessor or a related role.
• Excellent critical and analytical thinking with research proficiencies and decision-making skills with minimal supervision.
• Good mathematical skills to effectively assess damages.
• Working knowledge of the insurance industry and relevant regulations.
• Ability to use reasonable and sound judgment.
• Strong customer focus and service delivery skills.
• Proficient in MS Office tools i.e. Ms Word, Excel, and Power Point.
• Ability to work under pressure and meet strict deadlines.
• Good administrative and organizational skills.
• Strong interpersonal and negotiation skills.
• High attention to detail.