Digital Insurance Agent

KEY RESPONSIBILITIES

• Engage with potential clients remotely through calls, emails, and video conferences, webchat and any other electric channels.
• Provide and record/edit quotations for prospective customers and prepare customized proposals.
• Process simple renewal as is necessary, while encouraging our clients and prospects to use of our website for all their insurance needs.
• Identify client insurance needs and recommend suitable coverage options.
• Meet sales targets and drive unit growth.

• Manage large volume of incoming emails and live chats.
• Refer as appropriate, matters to the Underwriting and Claims Team.
• Identify and assess customers’ needs to achieve satisfaction.
• Build sustainable relationships and with customer accounts through open and interactive communication.
• Provide accurate, valid and complete information by using the right methods/tools.
• Proactively expand sales by making renewal calls to our existing client base. Meet the Digital Unit team targets and email/chat-handling metrics.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Follow communication procedures, guidelines and policies.
• Take the extra mile to engage customers.

• Learning and understanding company insurance products.
• Answering calls and responding to customer complaints.
• Accessing customer accounts and policy schedules.
• Providing customers with detailed information about policies and products.
• Recommending available products.
• Typing up complaint reports.
• Managing the customer complaint database.

DECSION MAKING

• The Digital Customer Support Agent will make decisions within the scope of their authority regarding Claims and Underwriting issues.
• For where complexed issues arise and there is no clear process, these matters are to be escalated to the Digital Unit’s Supervisor.
• Where there are concerns or lack of follow-up on promises not kept by General Accident, the matter is to be escalated to the Digital Unit’s Supervisor. Should the Supervisor be unavailable the Digital Customer Support Agent will retain ownership of the issue until such matter is transferred to, and acknowledge by an employee with the suitable seniority, and skill set to resolve the issue.

CONTACTS

For the Digital Customer Support Agent role, you will be required that you interact / liaise with categories of internal and external contacts. These will be classified as:

• Claims
• Underwriting
• Finance
• Existing Clients
• Prospectives
• Brokers / Agents
• Intermediaries such as but not limited to Valuators, Assessors, and Investigators

JOB REQUIREMENTS

• First Degree in Business Administration or any related discipline from a recognised tertiary-level educational institution.
• Proven customer support experience or experience as a Client Service Representative (6 months required)
• Ability to multitask, prioritise, and manage time effectively.
• Previous experience working as a customer service representative.
• In-depth knowledge of insurance products and policy schedules.
• Friendly and professional demeanour.
• Excellent communication and interpersonal skills.
• Basic computer skills and knowledge of database software.
• High-level typing skills.
• Advanced knowledge of telephone and call forwarding systems.
• Ability to remain calm in stressful situations.
• Ability to explain detailed policy concepts in a simple way.

BENEFITS

• Competitive Salary
• Health Insurance
• Retirement Plan
• Paid Time Off
• Professional Development Opportunities
• Discounts on Insurance
• Uniform
• Lunch