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: Customer Service Team Lead
Job Requisition ID: JR-52856
Location: Lagos
Job type: Full time
Job Description
- This role is individually accountable for assisting a variety of clients telephonically or face to face, in accordance with business, process and compliance rules.
- The role is fully multi-skilled across products and processes and has extensive, relevant experience.
Responsibilities
- Provide telephonic and face to face service to customers and intermediaries.
- Delivers on daily production standards and adheres to service and quality standards.
- Adheres to business, process and compliance rules.
- May act as mentor to less experienced Consultants.
- Fully multi-skilled across products and processes.
- Has extensive, relevant experience."
Key Result Area
Relationship Building:
- Maintains relationships with relevant departments.
- Builds and maintains relationships with intermediaries and brokers.
- Manages customer relationships in person or telephonically.
Quality Assurance:
- Performs quality checks on own work.
- Adheres to service and quality standards.
Personal Effectiveness:
- Accountable for service delivery through own efforts.
- Individually accountable for managing own time, tasks and output quality for periods of 1 day to a maximum of 3 months.
- Makes increased contributions by broadening individual skills.
- Collaborates effectively with others to achieve personal results.
- Accepts and lives the company values.
Coaching:
- May act as mentor to less experienced agents.
- Compliance:
- Adheres to business, process and compliance rules.
Client Service Delivery:
- Provides telephonic and face-to-face service to customers and intermediaries.
- Delivers on daily production standards.
- Ensure completeness of monthly renewal data.
- Manage relationships with high-net worth Individual customers as well as large cooperatives to ensure continuous patronage in conjunction with the relationship manager.
- Measure and analyse customer experience surveys for Life Assurance retail and corporate business on an interactive and continuous basis. Design and coordinate other service surveys as required by the business.
- Maintain relationships with other stake holders and process owners to improve work efficiency and customer satisfaction.
- Informs clients of requirements and procedures.
- Provides input to other areas i.e. client feedback/queries.
- Assist the business in any other capacity as required from time to time
Requirements
- A First Degree or its equivalent
- Excellent communication skills (verbal and written)
- Interpersonal and time management skills
- Good knowledge of MS packages (Especially MS Word, MS Excel and Outlook)
- 3 years’ customer service experience, especially in the financial services sector
Application Closing Date
17th April, 2024.
https://www.hotnigerianjobs.com/hotjobs/609492/customer-service-team-lead-at-old-mutual-nigeria.html