Administration and Office SupportFull-TimeJunior-level(1-2 yrs)
Job Description
The Administrative Officer - Policyholders Servicing & Claims is responsible for addressing customer queries and expectations regarding policy contracts and benefits. The role ensures quality service delivery through effective documentation and timely responses across various communication channels.
Principal Accountabilities
Client Correspondence: Providing satisfactory responses to client queries received through various media such as letters, email, and telephone.
Customer Service: Providing service and assistance to walk-in clients by effectively addressing their queries.
Claims & Payments: Processing partial maturity payments and loans to policyholders and logging in payments to the accounts department for cheque processing; processing policy loan applications and surrender claims.
Refunds & Suspense Management: Preparing and processing policy refunds from the suspense account and re-filing policy dockets after use.
Premium Management: Adjusting premiums from deposits upon client compliance with revival requirements; effecting premium deductions for direct debit and bankers order cases; and processing amendment orders for payment discrepancies.
Business Retention: Facilitating life business growth through maturity rollovers and offering professional advice to clients surrendering their policies to ensure customer retention.
Reporting: Generating quarterly reports on outstanding loans plus interest and advising clients to pay up.
Record Keeping: Dispatching cheques timely to intended recipients and keeping records for easy tracking; printing and sending premium statements, loan statements, and fund growth statements to customers.
Knowledge and Experience
Education: Bachelor’s degree in Commerce or a Business degree in a relevant field.
Professional Qualification: Diploma in AIIK or CII.
Experience: At least 1 year of relevant professional experience.
Skills and Competencies
Knowledge: Understanding of the Insurance Industry, insurance law, insurance processes, and underwriting.
Technical Skills: Risk management/awareness, analytical, and reporting skills.
Soft Skills: Strong negotiation skills, good interpersonal and communication skills, and excellent writing skills.
