Customer Experience Specialist Retail

Job Summary

The Customer Experience Specialist Retail (Team Leader Branches) is responsible for the team of Customer Experience Executives outside of Nairobi and is the department's Risk Champion; and grows and maintains lasting client relationships to position Liberty Life as the insurer of choice.

Reports To: Head of Customer Experience

Location: Nairobi

Key Responsibilities

• Deliver exceptional service for the entire Retail Life portfolio working in collaboration with internal and external stakeholders (customers, colleagues, agents, brokers) through timely responsiveness to customer requests and feedback.
• Responsible for the performance of Customer Experience Executives in the branches (excluding Head Office), identifying and addressing skills gaps and ensuring efficient leave management for seamless operations in the branches.
• Resolve issues escalated by the Customer Experience Executives in collaboration with peers in other functions using judgement and discernment to determine those that require line manager's intervention.
• As the Risk champion of the department, ensures that the processes in designated areas of responsibility comply with the Business Operating Standards.
• Implement the customer engagement and retention strategy across the segments to ensure a differentiated service is realized.
• Receive and resolve customer feedback and complaints across retail and pension portfolios timeously and properly document these while escalating issues along the established matrix to enable root cause analysis and resolution.
• Disseminates designated communication streams timeously to clients.
• Allocates tasks promptly to the Customer Experience Executives as determined by the departmental schedule.
• Ensure customer data and records are kept securely and confidentially, strictly guided by Liberty Life's policies and systems, for ease of access and future reference as need be.
• Approves team requests within the limits of designated responsibility escalating to line manager as needed.
• Develop strong relationships with customers to understand their financial needs and propose appropriate Liberty Life solutions.
• Develop working relationships within and across functions in the business to support a seamless and exceptional customer experience.

Qualifications

• Bachelors' degree.
• CIM/MSK Certificate or Insurance Professional qualification - IIK Diploma/LOMA/ACII or ICX Membership would be an added advantage.

Experience

At least 6 years' experience in a customer experience role/client relationship role (insurance or financial services industry preferred).

Competencies

• Strong verbal and written communication skills.
• Client Retention initiatives.
• Risk & Compliance.
• Good understanding of insurance operations and concepts.
• Knowledge of insurance regulatory requirements.
• Working knowledge of Customer Metrics.
• Analytic and strategic thinker.
• Demonstrable commercial and financial management experience.
• Excellent organizational and stakeholder management skills.
• Supervisory skills.