3 days ago
Job title : Customer Support Branch Operations
Job Location : Lagos
Deadline : August 01, 2024
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This role is accountable for assisting a variety of Heirs General Insurance and Heirs Life customers across various touchpoints including telephone, in-branches, digital channels, amongst others, as well as overseeing accordance to agreed business processes and compliance.
Responsibilitie(s):
- Use every customer interaction to create an exceptional personalised customer service experience
- Drive sales of company products to walk-in and call-in customers through direct product referral, as well as upsell and cross-sell products directly to clients to meet the 25% contact centre conversion targets.
- Assist customers with their claims queries and maintain relationships with relevant departments to ensure the process is completed with our 24hour SLA with all units.
- Build and maintain good relationships with intermediaries and brokers that visit the branch to retain the brand top of mind awareness
- Handle customer complaints speedily and efficiently within timeline and consistently device strategic ways to remove customer pain points to avoid reoccurrence
- Support the CX governance team & MCCE in the roll out of branch related CX workshops and events
- Actively solicit for relevant partnerships that can add value to Heirs General Insurance & Heirs Life customers in the region and advice the loyalty and rewards officer of such partnership for closure
- Assist in the management of relevant projects at the branch when the need arises and advised. However, ensure it does not deter giving customers the necessary support required
- Perform quality checks on the customer experience process at the branch which includes own work
- Correctly capture on fresh desk all customer enquiry, request and complaints and provide timely solutions
- Quality check customer materials and brand collaterals at the branch to ensure compliance with the approved service standards
- Inform customers timely of requirements and procedures for their Claims, New business purchase via available digital platforms, policy renewals, part withdrawals or surrender process
- Process relevant customer refunds and claims request swiftly
- Perform general office administration such as follow-ups, client call-backs, Client keep-in-touch (KIT, KYC data updates, etc.
- Process Customer surrender / cancellation requests after consulting with the retention specialist
- Manage and respond to customer interactions across multi-media touch points (email, webchat, WhatsApp, Mobile app Live chat & Telephone)
- Ensure optimal customer satisfaction by promptly address customer queries, following up with the relevant business unit as well as give regular feedback to the customer until it is resolved
- Conduct CSAT, NPS and NES surveys at the end of every interaction with customers to measure their level of service satisfaction & loyalty to the brand
- Ensure customers are informed, guided, and educated on available product benefits, service channels and payment platforms
- Notify customers timely of their policy statuses, promos & rewards using available digital platforms
- Reduce policy cancellations / surrender at the branch levels by 80%
- Adhere to the best business practice, process, and compliance rules
- Working closely with the team, achieve effective service delivery to UBA Bancassurance Customers immediately the Bancassurance model is rolled out. Engage through a positive customer experience to attain a minimum of 80% CSAT rating
- Initiate a strategic approach to managing complaints by proffering a Permanent solution to underlying reoccurring customer complaints for Heirs Life and Heirs General Insurance
- Consistently innovate proactive better ways to constantly push customer centricity culture at the branch through the deployment of CX workshops as approved
- Conduct monthly check-in on customers
- Accountable for service delivery through own efforts
- Individually accountable for managing own time, tasks and output quality
- Makes increased contributions by broadening individual skills
- Collaborates effectively with others to achieve departmental and company set goals
- Accepts and lives the company values
Qualification/Experience Requirement(s):
- Knowledge of customer experience especially in the insurance industry
- Knowledge of Customer-centric strategy
- Excellent relationship management
- Excellent decision-making skills
- Excellent communication skills (oral and written)
- Excellent leadership skills
- Excellent entrepreneurial skills
How to Apply for this Offer
Interested and Qualified candidates should Click here to Apply Now
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