Intermediary Operations Executive

Job purpose:

Responsible for delivering an exceptional customer experience at the Britam branch level and putting the needs of every customer at the heart of every decision making process.

Key responsibilities:

• Provide information and a premium service to Britam Intermediaries, on products and services while delivering high quality service.
• Prepare quotations as per authority matrix.
• Approve GI New businesses, endorsements and credits as per the authority matrix.
• Conduct Risk surveys for small risks as per authority matrix.
• Ensure timely preparation and dispatch of policy documents including valuation reports, debit & credit notes & endorsements and authorizing them within agreed and set authority limits.
• Process Refunds for both GI & Life policies.
• Approval of Policy documents.
• Process T-Pay requests.
• Perform policy audits for Ordinary life policies when requested.
• Assess the loss ratios and ensure adherence to the underwriting guidelines at renewal.
• Processing of claims & benefits under instructions of and in liaison with the Intermediary Service Assistant Manager.
• Investigate and respond to all FA enquiries promptly within Intermediary Service Channel within the set SLA’s.
• Process Intermediary Instructions according to the Delegation of authority matrix within set SLA’s
• Escalate complex queries to the appropriate functional area.
• Maintain an accurate record of all customer interactions in CRM through walkin clients, phone calls, letters, FAs, emails and other customer interactions.
• Implement credit control policy and ensure that premiums are debited and collected as required.
• Carry out customer and product related document processing.
• Process & issue certificates and cover notes.
• Process Renewals for both Motor and Non -motor policies.
• Initiate processing of AMC and Pension business through scanning and indexing new business applications, top ups, withdrawals, rollovers and switches.
• Review all applications for insurance for all lines of Business to determine the profiles of risks presented to the company for insurance and assess their acceptability or otherwise according to the Delegation of authority matrix.
• Ensure prompt and efficient processing of customer instructions and ensure customer needs are attended to in a timely manner.
• Drive the increased use of Self-Service channels by customers and FA’s.
• Generate ISC Reports for management consumption.
• Delegated Authority:  As per the approved Delegated Authority Matrix.

Key Performance Measures:

• As described in your Personal Scorecard.

Knowledge, experience and qualifications required

• Bachelor’s degree in a business related field.
• At least 5-7 years’ experience in the insurance industry or related field.
• Progress in professional qualifications i.e. AIIK, LOMA, ACII.

Technical/ Functional competencies:

• Knowledge of insurance concepts.
• Knowledge of underwriting processes and procedures.
• Technical competence in underwriting insurance risks.
• Knowledge of insurance regulatory requirements.