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Job Title

RELATIONSHIP MANAGER

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Advert Details

Recruiter: AAR Insurance Updated on: 2019-09-15 02:10:01
Contract Permanent
Location: Nairobi Available: ASAP
Category: RELATIONSHIP MANAGER
Customer Support / Client Care
Offer: Competitive

 

Introduction

PURPOSE OF THE POSITION:

This position is responsible for maintaining Customer Service levels within the stipulated quality standards 
 

Minimum Requirements

LEVEL OF EDUCATION & EXPERIENCE:

University graduate, with Customer Service & Insurance qualification plus 3years of appropriate experiences in Customer Service, Sales and Marketing

OTHER COMPETENCIES:

ICT Competency, Good interpersonal (people) skills excellent organization skills. Team player with ability to communicate effectively, pleasant personality & achievement


 

Job Specification

POSITION:             RELATIONSHIP MANAGER

WORK STATION:   HEAD OFFICE

TERMS:                 PERMANENT

LOCATION:           NAIROBI

REPORTS TO:      RETENTION MANAGER 

KEY PERFORMANCE AREAS:    

• Member Enrollment - Manage Member Onboarding/Additions/Deletions to assigned schemes and portfolio in conjunction with Membership team.

• Complaints and Query Management - Receive and Resolve client issues.

• Renewal process management for assigned portfolio

• Scheduling of quarterly Service/Review meetings with the clients within assigned portfolio/region.

• Schedule and participate in quarterly health promotion activities for clients within assigned portfolio/region.

• Processing of Travel & Embassy Letters for clients within assigned portfolio/region.

•Scheme Performance Management - Generation of Utilization reports, Percentage of use reports, scheme reports and Member statements.

• Reporting and Management of Hospitalization/Admissions in liaison with Care Managers.

• Manage Claim Reimbursements in conjunction with Claims department and ensure

Reimbursement Cheques are delivered to clients.

• Members Engagement – Extend courtesy Calls to members on various activities – Satisfaction Surveys, Thank You Campaigns, Post Hospitalizations etc. 

• Receive and dispatch client documents and monitor receipt.

• Communicate pertinent information to the clients on a regular basis.

• Compile weekly, monthly, quarterly and annual Servicing reports as required.

• Monitoring and evaluation of compliance with operating standards of the company.

• Identify and recommend process improvements to enhance Customer Satisfaction.

• Any other duties as assigned by the supervisor  

KEY PERFORMANCE MEASURES:

• Retention of assigned portfolio within agreed targets

• Customer Satisfaction index of assigned portfolio/region.

• Timely generation and dispatch of utilization reports

• Timely resolution of client issues and provision of feedback

• Timely dispatch of client documents i.e. renewal proposals before policy date

• Effective coordination of quarterly Service/Review meetings with the clients within assigned portfolio/region.

Only shortlisted candidates will be contacted.

N/B: AAR Insurance does not charge any fee at any point during the recruitment process

Please note this advert has expired and you can not apply for it any longer.

 

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