Role Overview
To deliver high-quality, end-to-end customer support within the 24/7 Contact Centre by managing inquiries, claims registration, and service coordination efficiently. The role is central to ensuring seamless customer experience, operational efficiency, and timely claims resolution across all touchpoints.
Key Tasks and Responsibilities
- Claims Management: Efficient and timely registration of claims and follow-up on pending documentation. Accurately capture claim details in the FLIP system, assess new claims, ensure reserve accuracy, and assign appropriate service providers.
- Service Coordination: Coordinate assessor appointments, facilitate windscreen claims processing, and arrange courtesy car issuance. Process service provider invoice settlements and perform statement reconciliations based on assigned accounts.
- Customer Support: Deliver 24/7 support for roadside assistance and rescue services. Provide front-line support at assessment centres and professionally handle all incoming calls, maintaining a high standard of customer service.
- Complaint Resolution: Address and resolve customer complaints, feedback, and inquiries effectively. Provide timely updates on claim status and escalate complex issues to relevant departments for resolution.
- Omni-channel Support: Support additional functions such as social media handling, email correspondence particularly on call centre claims & service providers mailbox, and customer feedback surveys.
- General Duties: Offer product and service information to customers as required and execute any other tasks as assigned by the Call Centre Manager.
Skills and Competencies
- Proficiency in MS Office applications (Excel, Word, Outlook).
- Strong analytical skills with the ability to interpret data and generate actionable insights.
- Excellent verbal and written communication abilities.
- Consistent demonstration of professionalism and customer-centric behaviour.
- Competence in claims communication, customer follow-up, and constructive feedback.
- Demonstrated organizational awareness, time management, and interpersonal skills.
- High standards of professional etiquette and emotional intelligence.
- Team collaboration and responsiveness to dynamic operational needs.
Knowledge and Experience
- Proven experience in a customer service or call centre environment, preferably in insurance or financial services.
- Solid understanding of end-to-end call centre workflows, including claims processes, customer handling protocols, and service-level expectations.
- Familiarity with claims management systems such as FLIP or other policy administration platforms.
- Working knowledge of contact centre metrics (e.g., AHT, FCR, NPS) and key performance indicators (KPIs).
- Ability to handle high call volumes while maintaining service quality and professionalism.
- Experience in coordinating with multiple departments and stakeholders for issue resolution.
- Knowledge of escalation procedures, complaint resolution, and customer experience management.
- Adept at using CRM tools, call monitoring systems, and reporting dashboards.
- Exposure to regulated environments with an understanding of compliance expectations, including KYC and data protection.
Qualifications
- Bachelor’s degree in Business Administration, Communications, Insurance, or a related field.
- Diploma in Insurance (AIIK) – an added advantage.
- Proficiency in computer applications and call centre platforms.
- Experience working with CRM systems and email management tools.
How to Apply
Interested and qualified candidates should submit their application through the Old Mutual Workday portal via this link: https://www.myjobmag.co.ke/apply-now/1215203.
