Client Service Officer

Our client is a leading multi-national company with Africa operations in the insurance and asset management business arena. They have great market diversification and over 17 affiliates; providing long term savings, investment, protection and insurance products for corporates and high net worth individuals. Our client is looking for a seasoned individual to take up the role of Client Service Officer as part of the Retail Operations team in the Kenya office reporting to Client Service Manager

Job Purpose/Summary 
The Client Service Officer is individually accountable for assisting a variety of clients telephonically or face to face, in accordance with business, process and compliance rules. The job holder’s role is fully multi-skilled across products and processes with extensive and relevant experience.

Duties and Responsibilities
Client Service Delivery
 Provides telephonic and face-to-face service to customers and intermediaries
 Delivers on daily production standards
 Informs clients of requirements and procedures
 Provides input to other areas i.e. client feedback/queries
 Processes relevant benefit payments and claims
 Performs general office administration such as follow-ups, client call backs, policy changes, etc.
Relationship Building
 Maintains relationships with relevant departments
 Builds and maintains relationships with intermediaries and brokers
 Manages customer relationships in person or telephonically
Quality Assurance
 Performs quality checks on own work
 Adheres to service and quality standards
Coaching
 May act as mentor to less experienced agents
Compliance
 Adheres to business, process and compliance rules

Key Performance Indicators
 Provide telephonic and face to face service to customers and intermediaries
 Delivers on daily production standards and adheres to service and quality standards
 Adheres to business, process and compliance rules
 May act as mentor to less experienced Customer Service Officers
 Fully multi-skilled across products and processes

Required Qualifications
 A bachelor degree in Business Administration
 2 years’ experience with the insurance or financial services sector
 Very familiar with the current Insurance and Retirement Benefits Acts
 Ability to provide guidance and leadership on corporate risk matters
 Demonstrate good communication and leadership skills with high personal integrity
 Ability to actively participate in team activities and achieve results within the broader team objectives
 Demonstrate excellent presentation and negotiation skills
 Organized, analytical and computer literate

Key Competencies
 Gaining Commitment
 Technical Knowledge
 Initiating Action
 Decision Making
 Client Focus
 Team Orientation
 Ownership

How to apply: 
If you are interested in the position and have the skills and talents our client is looking for, we would like to hear from you. Please forward a copy of your updated resume, and your current salary and benefits package toinfo@dorbe-leit.co.ke before close of business 17th July 2013. Only successful candidates will be contacted. For more vacancies visit our websitewww.dorbe-leit.co.ke.