Job Summary
The Client Relationship Officer role is also responsible for building, maintaining and developing client relationship in order to maximize long-term revenue opportunities while strengthening client loyalty
Roles And Responsibilities
Client Relations:
- Establish and build on existing working relationships for key accounts handled to ensure business retention and renewal while gathering market intelligence that allows ICEA LION Life offer a compelling and competitive customer value proposition.
- Implement a sound customer engagement and retention strategy that ensures customer satisfaction and that realizes the set upsell and cross-sell goals.
- Receive and resolve customer feedback and complaints and properly document them while drawing clear initiatives to ensure non-recurrence of negative feedback and complaints
- Actively participate in delivery of the customer value proposition, constantly championing the customer and ensuring any challenges to exemplary service are identified and addressed.
- Participate in Annual General Meeting of accounts handled in order to enhance relationship and address any issues promptly.
- Member education engagements by Conducting educational, workshops, or one-on-one sessions to inform members about pension benefits, investment options, and other relevant topics.
- Identifying opportunities for additional pension contributions, upselling services, or offering related financial products.
- Compliance and regulations by ensuring that all client interactions and communications comply with industry regulations and ethical standards.
- Performance reporting by providing reports on client satisfaction, engagement, and feedback to management for continuous improvement.
- Support and guidance by offering assistance and guidance to pension scheme members throughout their enrollment, contribution, and retirement process.
- Retirement planning initiatives by assisting members in understanding their pension options and helping them plan for their retirement based on their financial goals and circumstances.
- Renewals by Focusing on member retention and encouraging members to continue their participation in the corporate pension scheme.
- Cross sell and upsell other company products to existing clients
Requirements
Academic and professional qualifications
- Bachelor Degree in any field from a reputable university.
- Professional qualification(s) in insurance e.g. ACII, FCII or equivalent would be an added advantage
- At least five (5) years’ experience
Core Technical Competencies
- Strong analytical and fact-based decision-making skills.
- Must be a self-starter, highly organized, and able to work well with people at all levels in the organization.
- Strategic thinking and problem-solving skills.
- Analytical and creative thinking skills.
- Project management skills.
- Strong persuasion and negotiation skills.
- Strong business acumen / business orientation.
- Good customer relationship management skills (internal and external customers).
- Entrepreneurial and commercial thinking
- Planning and organizing
- Relating and Networking
- Presenting and communicating Information
Working with people.
