FUNCTIONAL SPECIFICATIONS

• Learning and understanding company insurance products and claims processes.
• Monthly reporting on all set KPI’s.
• Conduct telemarketing exercise as per set target.
• Quote and convert new business opportunities.
• Achieve sales, service and customer satisfaction metrics as agreed with your manager.
• Answering calls and responding to customer complaints and claims handling.
• Accessing customer accounts and policy schedules.
• Attain monthly renewal/retention rate.
• Providing customers with detailed information about policies and products.
• Support your team to achieve their goals, through sharing knowledge and developing expertise.
• Exceed customer expectations and achieve targeted customer NPS scores.
• Adhere to company quality and underwriting standard.
• Comply with the Financial Regulator’s.

POSITION SPECIFICATIONS

Team Attributes:

• Promote Team collaboration and proactively contribute towards Team efforts.
• Facilitate resolution of conflicts amongst individual and teams for improved collaboration and departmental output.
• Allocate resource and responsibilities across team to achieve business results and assigned targets.

Learning Culture:

• Demonstrate knowledge understanding and experiences of multiple processes with no supervision.
• Consistently apply work method and tools.
• Actively share best practices and knowledge with others.

Value Creation:

• Actively provide suggestions for continuous improvement to task management and departmental output.
• Drive implementation of departmental initiatives and process improvement.
• Ensure no rework or waste arising from self and juniors.

Governance & Controls:

• Detect, report on and lead the implementation of mitigating actions as regards risk areas.
• Set Quality Control Framework for departmental processes.
• Apply tools and methods to eliminate waste and rework.
• Implement technical work methods and drive technical expertise for long term legacy and improved output.
• Review compliance to set control techniques.
• Analyse risk areas and contribute to the implementation of control points.
• Report identified loss, anomalies/abnormalities in the environment or business context, breach of law, procedures and deviations from the routine and the Company’s prescribed standards or rules of conduct.

BEHAVIOUR SPECIFICATIONS:

• Demonstrate an attitude that translates into behaviors aligned to the organizational culture, values, and ethical standards.
• Consistently abide by grooming and professional etiquette standards.

Know what to say and what not to say to clients and others and systematically comply with principles of respect, civility, politeness, and nurturing of relationship.

• Demonstrate execution discipline and reliability by completing assigned tasks and projects on time and abide to quality standards.
• Demonstrate organizational values at all times and is a brand ambassador.
• Serve Customers and others by overcoming obstacles and other hurdles, establishing trust and breeding affinity.

Any other cognate duties that may be assigned to you in your course of employment.