Fresh Vacancies at Old Mutual Nigeria, 12th July, 2018

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.
Interested and qualified candidates should:Click here to apply

Job Title: Front Desk / Customer Service Officer
Ref: 1102/NIGE/EU/Front Desk / Customer Service Officer/Nigeria/290618
Location: Nigeria
Contract: Permanent
Available: ASAP
Category: Insurance
Offer: Market Related
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.
Description
  • Provides telephonic and face-to-face service to Customers and intermediaries at the front office.
  • Delivers on daily production standards and adheres to service and quality standards.
  • Assists Customers and visitors at the front office with their enquiries / queries.
Key Result Areas
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 client servicing results at the front office
  • Accepts and lives the company values.
Relationship Building:
  • Maintains relationships with relevant departments.
  • Builds and maintains good relationships with Customers and Visitors at the front office.
  • Manages Customer relationships in person or telephonically.
  • Handles Customer complaints efficiently at the front office and escalates to the relevant resolver group if not resolved within agreed timelines.
Quality Assurance:
  • Performs quality checks on own work.
  • Adheres to service and quality standards
  • Adheres to business, process and compliance rules.
  • Captures correctly customer enquiries, requests and complaints on the relevant spreadsheets.
Client Service Delivery:
  • Provides telephonic and face-to-face service to customers and intermediaries.
  • Delivers on daily production standards.
  • Informs clients of requirements and procedures for their claims, part-withdrawals or surrender process.
  • Assists to guide Customers on the process required for claims, new business and refunds.
  • Performs general office administration such as booking for meetings, calls and also follow-up on outstanding customer request / enquiry.
  • Refers Customer surrender / cancellation requests to the retention team.
  • Refers Customer requests to the Client Service Consultant in the Branch.

Compliance:
  • Adheres to business, process and compliance rules.
Requirements, Experience & Skills
  • Bachelor’s degree (as a minimum).
  • Minimum 1 year work experience.
  • I.T proficiency (good knowledge of MS packages )
  • Very good communication skills (verbal and written)
  • Must have a passion for Customer service
  • Great interpersonal skills
  • Knowledge of Administrative functions.
Interested and qualified candidates should:Click here to apply

Application Deadline 13th July, 2018.

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