• Application Deadline:
• Position: Customer Support Branch Operations


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 3 years


• Location Lagos , Rivers


• Job Field Customer Care  , Sales / Marketing / Retail / Business Development 
  

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