Policy Retention Assistant at Old Mutual Nigeria

Old Mutual Nigeria consists of a Life Assurance and General Insurance business and provides a wide spectrum of insurance solutions tailored to meet unique individual and corporate clients' circumstances.

We are recruiting to fill the position below:

Job Title: Policy Retention Assistant

REF: 1101/NIGE/EU/POLICY RETENTION ASSISTANT/Nigeria/290618
Location: Nigeria
Contract: Temporary / Contract
Category: Insurance

Key Focus

• This role is individually accountable for assisting a variety of clients telephonically, electronically or face to face, in accordance with business, process and compliance rules
• This role is accountable for all client retention efforts within the Retail Mass Market Cluster.

Description

• Provides telephonic, electronic and face-to-face service to customers and intermediaries.
• Make calls to Customers informing them about the status of their RMM policies and renewable policies according to the standard operating procedure.
• Handles customer objections swiftly and appropriately ensuring maximum retention at all times.
• Assists other team members when necessary (i.e. following up to close a renewal or sales leads).
• Some technical knowledge required on GI and Life products together with knowledge of the processes involved.
• Performs any other function assigned by Line Manager.

Key Result Areas
Business Retention Monitoring:

• Where possible, create further interest in the company's services by inviting customers to use all services and take up products offered.
• Seek referrals from satisfied customers and direct same to the appropriate sales channel for follow-up and closing.
• Conduct a daily review of the status of existing policies to ensure retention of customers.

Building New Retention Capabilities:

• Reduce policy cancellations/ surrenders by proffering alternative solutions  to Customers who intend to surrender or cancel their policies.
• Timely resolve Customer Complaints resulting from policy renewals, cancellations or surrender.
• Contribute ideas for the improvement of standards and services.

Integration:

• Escalate and Redirect complex and technical issues to the Unit head or team leads.

Client Retention Activities:

• Engage with Customers on cancellation/ surrender requests to gain insight to the reasons for their request.
• Follow-through with all failed payments by contacting customers through all the approved available communication channels.
• Provide data feedback to all sales teams on premium collection status.
• Provide a high level of personalized Customer service experience to all Customers.
• Update all daily interactions  with customers on the Renewal/ RMM policy retention spreadsheet.
• Update the Renewal / Policy retention database with changes and status of each customer.
• Daily track policy renewals.

Stakeholder Management:

• Relationship building - Initiates, maintains and manages relationships with third parties in relation to client retention

Reporting:

• Provide weekly reports for policy status trends on OIPA and TIA.

Minimum Requirements

• Bachelor's Degree (as a minimum).
• Minimum of 2 years in a Customer Service role.
• Insurance industry experience.
• Knowledge of Life Insurance & General Insurance products.
• I.T proficiency (good knowledge of MS packages – Word, Excel, PowerPoint).
• Very good communication skills (verbal and written).
• Must have a passion for Sales / Customer service.
• Very good Excel skills will be an added advantage.

Application Closing Date
13th July, 2018.

How to Apply
Interested and qualified candidates should:
Click here to apply online