This role serves the purpose of coordinating the team to ensure excellent delivery of Customer Experience Across all customer touch points, ensuring seamless flow of communication to Customers, active participation in gap analysis to identify areas of improvement and preparation of internal and external Customer Experience Related reports.
KEY RESPONSIBILITIES:
- Coordinate premium collection while maintaining strong relationships with partner institutions
- Manage and respond to customer enquiries across all touchpoints to ensure a seamless experience
- Oversee and streamline outbound client communication to enhance engagement and follow-ups
- Process Individual Life benefits accurately and within set timelines
- Conduct fund valuation for non-linked investments
- Prepare and analyze premium deduction reports
- Undertake rotational front office duties, ensuring excellent customer service delivery
- Ensure all customer communications are clear, consistent, and effective
- Develop customer messaging and email content in collaboration with Marketing and Corporate Communications
- Lead and execute customer initiatives and campaigns aimed at improving customer satisfaction and retention
- Prepare internal and regulatory reports in a timely and accurate manner
- Perform any other duties as assigned by the authorized officer from time to time
MINIMUM REQUIREMENTS
- Bachelor’s degree in Marketing, Communications, or any other related field
- Diploma in Insurance or progress towards certification will be an added advantage
- Minimum of 4 years’ experience in customer service within the insurance industry
- Proficiency in the use of Customer Relationship Management (CRM) systems
- Excellent communication skills, both written and verbal
- Strong analytical and problem-solving skills
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
PERSONAL COMPETENCIES
The successful candidate should be:
- Creative, synthesizing information, harnessing skills, and applying good judgment to solve problems and make improvements.
- Conscientious, demonstrating personal integrity and a desire to mentor others.
- Relationship-oriented, building a project management team and fostering positive connections with clients and partners as well as other GL teams.
- Poised, managing priorities, and producing quality work in complex and time-sensitive conditions.
- Ambitious, taking the initiative to pursue new opportunities to develop professionally and help Geminia Life Insurance grow.
- Communicative, using clear language to share ideas in writing and speech.
Geminia Life Insurance is on a mission to help solve today’s most pressing financial challenges and create a world where all people are financially empowered for uncertainties. As a Geminia Life insurance employee, you will be challenged, empowered, and mentored.
If you are passionate about this opportunity, apply now!
If you meet the criteria above and feel ready to take on the challenge, please click here: Senior Customer Experience Officer – Prefilled form
