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Fresher Customer Service Officer Jobs – UAP Insurance
Job Title: Customer Service Officer
Organisation: UAP Insurance
Duty Station: Kampala,
Uganda
Uganda
Reports to: Medical
Customer Service Manager
Customer Service Manager
About US:
UAP Holdings
Limited is the pan-African Financial Services Company with a primary purpose of acting as a holding company for the
various UAP businesses. The Group’s origins in Kenya date back to the 1920’s when Provincial Insurance
Company of East Africa was incorporated. UAP Group embarked on a multi-phased
restructuring plan in 2006 to shift from a traditional non-life insurance
business to a broad-based Insurance and Financial Services Group. UAP Group has
grown into a Pan-African Financial Services Group with a geographical footprint
in six (6) countries namely Kenya, Uganda, South Sudan, Rwanda, Tanzania and
Democratic Republic of Congo (DRC). The range of services and products have
grown beyond General Insurance to include Life Assurance, Property Investments,
Fund Management and related Financial Services such as insurance premium
financing, financial advisory and securities brokerage.
Limited is the pan-African Financial Services Company with a primary purpose of acting as a holding company for the
various UAP businesses. The Group’s origins in Kenya date back to the 1920’s when Provincial Insurance
Company of East Africa was incorporated. UAP Group embarked on a multi-phased
restructuring plan in 2006 to shift from a traditional non-life insurance
business to a broad-based Insurance and Financial Services Group. UAP Group has
grown into a Pan-African Financial Services Group with a geographical footprint
in six (6) countries namely Kenya, Uganda, South Sudan, Rwanda, Tanzania and
Democratic Republic of Congo (DRC). The range of services and products have
grown beyond General Insurance to include Life Assurance, Property Investments,
Fund Management and related Financial Services such as insurance premium
financing, financial advisory and securities brokerage.
Job Summary: The Customer Service Officer will support the
UAP customers by providing product and service information; resolving product
and service problems.
UAP customers by providing product and service information; resolving product
and service problems.
Key Duties and Responsibilities:
·
Responsible for answering the queries from walk in
customers or via telephone or mail in order to retain and attract potential
customers by answering insurance product and service questions.
Responsible for answering the queries from walk in
customers or via telephone or mail in order to retain and attract potential
customers by answering insurance product and service questions.
·
Ensure timely debiting of retail business and
sending the receipts to customers/intermediaries
Ensure timely debiting of retail business and
sending the receipts to customers/intermediaries
·
Same day issuance of retail policy documents
Same day issuance of retail policy documents
·
Issuance of the medical cards within 5 days by
timely card updates, card printing, dispatch and maintenance of cards database.
Issuance of the medical cards within 5 days by
timely card updates, card printing, dispatch and maintenance of cards database.
·
In charge of recording all customer complaints in
CRM and follow up with aim to resolves product or service problems by
clarifying the customer’s complaint; determining the cause of the problem;
referral to the relevant team, expediting correction or referral; and timely
following up with the medical team to ensure resolution.
In charge of recording all customer complaints in
CRM and follow up with aim to resolves product or service problems by
clarifying the customer’s complaint; determining the cause of the problem;
referral to the relevant team, expediting correction or referral; and timely
following up with the medical team to ensure resolution.
·
Responsible for preparation of utilization reports,
member statements and ensuring the clients receive them in time
Responsible for preparation of utilization reports,
member statements and ensuring the clients receive them in time
·
In charge of facilitation of health talks, member
education, quarterly review meeting and maintenance of the clients’ calendar.
In charge of facilitation of health talks, member
education, quarterly review meeting and maintenance of the clients’ calendar.
·
Responsible for monitoring of renewal notices for
retail business, dispatch and record maintenance.
Responsible for monitoring of renewal notices for
retail business, dispatch and record maintenance.
·
Prepare and submit service reports by collecting and
analyzing customer information and feedback from CRM
Prepare and submit service reports by collecting and
analyzing customer information and feedback from CRM
·
Cash generation- Ensure that retail premiums are
paid before cover starts, corporate premiums are paid within 20 days from
renewal or cover commencement.
Cash generation- Ensure that retail premiums are
paid before cover starts, corporate premiums are paid within 20 days from
renewal or cover commencement.
·
Significantly contributes to team effort by
accomplishing related results as needed.
Significantly contributes to team effort by
accomplishing related results as needed.
Qualifications, Skills and
Experience:
Experience:
·
The Customer Service Officer should hold a Bachelor’s
degree in the relevant field
The Customer Service Officer should hold a Bachelor’s
degree in the relevant field
·
Applicants who are with or working towards attaining
insurance qualification will have an added value
Applicants who are with or working towards attaining
insurance qualification will have an added value
·
Excellent spoken and written communication skills
Excellent spoken and written communication skills
·
Computer literacy skills i.e. proficiency in Microsoft
Office Package: Excel, PowerPoint and Outlook
Computer literacy skills i.e. proficiency in Microsoft
Office Package: Excel, PowerPoint and Outlook
Personal Competencies:
Delivers
excellent service:
excellent service:
·
Keeps customers up to date and informed.
Keeps customers up to date and informed.
·
Acts promptly to ensure customer problems are
resolved.
Acts promptly to ensure customer problems are
resolved.
·
Acts promptly to ensure customer problems are
resolved.
Acts promptly to ensure customer problems are
resolved.
·
Makes him or herself available to the customer.
Makes him or herself available to the customer.
·
Interacts well with all customers.
Interacts well with all customers.
·
Understands that each customer is different.
Understands that each customer is different.
·
Delivers what is expected, not what they think the
customer wants or needs.
Delivers what is expected, not what they think the
customer wants or needs.
Adds
value:
value:
·
Thinks about the customer when undertaking
day-to-day work. Questions ‘how are this adding value for the customer?’
Thinks about the customer when undertaking
day-to-day work. Questions ‘how are this adding value for the customer?’
·
Makes decisions with the customer in mind.
Makes decisions with the customer in mind.
·
Takes pride in delivering a high quality product or
service.
Takes pride in delivering a high quality product or
service.
·
Investigates service delivery and provides solutions
to problems.
Investigates service delivery and provides solutions
to problems.
Addresses
Customer Needs:
Customer Needs:
·
Takes time to question and understand the real,
underlying needs of customers, beyond those initially expressed.
Takes time to question and understand the real,
underlying needs of customers, beyond those initially expressed.
·
Establishes systems to collect customer feedback.
Establishes systems to collect customer feedback.
·
Focuses resource without bias on priority areas
and/or key customer groups.
Focuses resource without bias on priority areas
and/or key customer groups.
Serves
Long Term interest:
Long Term interest:
·
Always works closely with customers, developing an
independent view of their needs and acting in their long-term interest.
Always works closely with customers, developing an
independent view of their needs and acting in their long-term interest.
·
Moves customer thinking forward, helping them
understand issues beyond their day-to-day work.
Moves customer thinking forward, helping them
understand issues beyond their day-to-day work.
How to Apply:
All candidates
who wish to join the Insurance industry should send their applications via
Email with an updated CV and cover letter with the subject head as Customer
Services Officer to: hr@uap.co.ug.
who wish to join the Insurance industry should send their applications via
Email with an updated CV and cover letter with the subject head as Customer
Services Officer to: hr@uap.co.ug.
Deadline: Friday, 23rd
October, 2015 by 5PM
October, 2015 by 5PM
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