Administrative Officer - Policyholders Servicing & Claims

JOB PURPOSE The jobholder is responsible for addressing customer queries and expectations by feedback and/or clarification as necessary regarding customers’ policy contracts and benefits while ensuring effective and efficient documentation for quality service delivery to customers. PRINCIPAL ACCOUNTABILITIES Providing satisfactory responses to client’s queries received through various media of correspondence

• letters, email, telephone. Providing service and assistance to walk-in clients by effectively addressing their queries Processing partial maturity payments and loans to policy-owners and logging in payments to accounts department for cheque processing. Preparing and processing policy refunds from the suspense account Re-filing of policy dockets after use within the department Adjusting premium from deposits upon client’s compliance with the revival requirements Effecting premium deductions of direct debit and bankers order cases for remittance Processing amendment orders for all direct debit cases paying either in excess or deficit Facilitating life business growth through maturity rollover Processing policy loan applications and surrender claims Offering professional advice to clients surrendering their policies to ensure customer retention Generating quarterly reports on Loan Outstanding plus interest and advising the clients to pay up Dispatching cheques timely and to intended and keeping records for easy tracking to guard against cheques loss/misplacement Printing and sending Premium statements, Loan statements and fund growth statements to customers. Any other duties assigned. KNOWLEDGE AND EXPERIENCE Qualifications: Bachelor’s degree in Commerce or Business degree in relevant field Diploma in AIIK or CII Experience: At least 1 years of relevant experience Knowledge & Skills Knowledge of the Insurance Industry Insurance process skills Underwriting skills Knowledge of Insurance law Risk Management /awareness skills Analytical skills Reporting skills SKILL AND COMPETENCIES Strong negotiation Skills Good Interpersonal and Communication skills Excellent writing skill