Customer Service Associate

Customer Service Associate

This position is responsible for processing/inputting on the Epic system client information, attaching client documents, invoicing, securing and dispatching retail clients renewal terms with the supervision of the Retail Manager. Responsible through the direction of the Retail Manager and our Operations and General Manager for the dispatching of Renewal terms, client contact/reminders in keeping with the Standard Operating Procedure [SOP]. This is to be done through our standard business practices/policies with technological initiatives. Further, ensuring that all process done is for the Company is adhering to Regulators/stakeholders requirement. The position requires close interface with all units of the Company and external customers and business partners.

REPORTING RELATIONSHIPS

Liaises internally with:                                 Liaises externally with:

Retail Manager/                                              Insurance Companies

General Manager                                            Allied service providers

Existing and prospective customers

Industry associations

 RESPONSIBILITIES AND KEY ACTIVITIES

• Ensure that the system is utilized efficiently /effectively in keeping with established protocols
• With the direction of the Retail Manager ensure that renewal notices/terms are issued in writing after comparisons are completed to clients – eight [8] to six [6] weeks prior to their renewal date
• Clients are to be called two [2] weeks prior to the renewal date as a reminder
• To keep up to date with insurance knowledge and industry developments and your area of function
• Ensure that client’s information/invoices are inputted on the Epic system real time and all related documents attached to the client account in support of department practices
• Work with team members to meet department targets
• To positively impact the Company’s growth by ensuring operational efficiencies and customer service requirements
• Foster and maintain respectful and professional relationships with all direct reports and other employees for a healthy work environment
• Build and develop service relationships with suppliers
• Ensure all relevant communications with clients/insurers are noted on client account in the EPIC system
• Work closely with Operations Manager to ensure efficiency  
• Provide advice to customers and other stakeholders to the extent qualified

• To follow-up: certificates, policies, endorsement and other documents in a timely manner, dispatch to clients and attached to Epic system
• Prepare cover notes in a timely manner
• Apply knowledge in ensuring compliance with regulatory requirements
• Safeguard company’s assets, image and reputation
• Being alert to irregular practices for fraud, money laundering practices
• All other duties as required

QUALIFICATIONS

Associate Degree or Diploma In Insurance Certified by FSC

RELATED WORK EXPERIENCE

• Minimum of  2 years’ insurance broking experience
• Exposure to training in the field of insurance and allied services

Specialised Skills

• Computer literate - to include Microsoft Office,
• Highly developed negotiating skills

Key Qualities

• High level of confidentiality
• Strong communications skills (all levels of Staff) -both orally and written
• Ability to work under pressure

Working Conditions

• Normal working hours but incumbent must be prepared to respond at any time.
• Will be on call outside of normal working hours.

Performance Criteria

• Adherence to the Standard Operating Procedure (SOP)/Workflow
• Ensure high degree of accuracy
• Work to achievement of budget and performance targets