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Check Off Relationship Officer

Job Purpose:

To assist in the smooth running of the premium relationships, Conversion and collection function so as to achieve:

  • Optimum Business Relations
  • Optimum Business Compliance
  • Optimum Conversion and Collection Success rate

Key responsibilities:

  • Be an effective Brand Ambassador and interface between Britam and her premium intermediaries/Business Partners.
  • Establish reliable and productive linkages with existing and potential premium intermediaries and assist in market deepening.
  • Develop and maintain strong and enduring relationships with premium intermediaries to facilitate timely payments and uptake of New Businesses.
  • Enhance and strengthen the premium launch, collection and Relationship Function and related framework.
  • Optimize Revenue by Launching & collecting Premium in a professional and timely manner.
  • Champion the timely and convenient sharing of premium data.
  • Effectively execute strategies to reduce and/or eliminate premium arrears.
  • Increase premium revenue by making consistent and professional follow ups on premium gaps and increasing the new business success rate.
  • Facilitate Check Off Agreements (MoUs/Contracts) between Britam and her premium intermediaries and ensure related compliance
  • Advance automation by strongly advocating for automated launch and collection through digital platforms.
  • Continually visit/meet premium intermediaries to ensure smooth relationships.
  • Take stock of any concerns raised by Business Partners and Customers and escalate them as appropriate.
  • Generate relevant activity reports.
  • Actively report any emerging opportunities and threats encountered in the course of work.
  • Assist in coordination and distribution of assigned memorabilia and other relationship materials.
  • Profile premium collection channels and intermediaries and establish corresponding levels of engagement.
  • Profile intermediary premium arrears and develop appropriate recovery strategy and/or measures to mitigate loss of income and customer loyalty.
  • Have an ear on market intelligence and communicate appropriately.
  • Assist in the smooth operation of the check off premiums collection function.
  • Develop and maintain a reliable Check Off contact directory.

Knowledge, experience and qualifications required:

  • Bachelor’s Degree in a business related field.
  • Upto 1 year experience in a similar position.

Revenue Operations Officer – 2 Posts

Job Purpose:

Posting collected premiums in a timely and accurate manner and maintaining data integrity for revenue operations function as well as ensuring accurate and timely processing of premiums and effective management of general, bank and policy suspense. This also includes maintenance of good working relationship with stakeholders both internal and external.

Key responsibilities:

  • Processing and posting of premiums.   
  • Managing of General suspense.
  • Updating databases for premium collections and automated check-offs.
  • Resolution of CRM service requests appertaining to premium postings and payments for DDAs, Check off postings, Mpesa etc.
  • Resolution of policy audits and harmonization requests.
  • Identification and advising for receipting of premiums from the bank, match with available by products. 
  • Update check off records and reconcile any pending premiums in the tills.
  • Record in maintained excel file, scan and saved in DMS & pass Docs to registry for file.
  • Open running till and check the preceding File No. Save the File into the network. Then process the file and save the report generated by IGAS.
  • Receive request for stop orders, create stop order and send to employer.
  • Receive\review refund request through EDMS from customer service/Branches/suspense report.
  • Reviews the document requirements and payout details, countercheck with Igas , send to approver.
  • Approver reviews refund amount again scanned documents and approves payment.
  • For bounced cheques, reverse the transactions in IGAS.
  • Extract direct debit collection file from iGas based on the collection date.Process\Prepare dd request and feedback files from igas based on the 4 collection dates i.e. 1,8,15,25.
  • Send report on rejected items to customer service department and Pension.
  • Attach/capture direct debit details in iGas and ‘launch’ in EDMS.
  • E-mail the Ms Excel schedule containing details of the physical forms to the bank. Send the forms to the bank by Courier.
  • Receive the feedback on mandates from banks. Adopt mandates that have been accepted into various account.
  • Scan rejected forms, scan them and send physical forms back to branches.
  • Receive DDA cancellation request s from client and action in IGAS.
  • Generate suspense(CIPH) report and perform clearing action (trigger, refund, premium refund).
  • Manage Bank general suspense and resolve within allocated TAT.
  • Retrieve Mpesa Statement to confirm transactions and reconcile to the transaction interface tool.
  • For Items with incorrect details, amend details where possible and manually reconcile the items to iGas. 
  • For payment that belong to other lines of businesses, post to the respective folders in C2B tool.
  • Receive request on email for reversal or reconciliation, and action on the transactions.
  • Reverse unidentified Mpesa payments through the Mpesa portal.
  • Prepare monthly bank reconciliations for all premium receiving account domiciled at revenue operations.
  • Prepare and update premium collection reports for management consumption.

Key Performance Measures:

  • As described in your Personal Score Card.

Knowledge, experience and qualifications required

  • Bachelor’s Degree in a business related field preferably in finance and/or accounting.
  • Professional courses such as CPA, CII.
  • At least 3 years’ experience in a similar position.
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Technical/ Functional competencies:

  • Knowledge of insurance industry and concepts. 
  • Knowledge of insurance regulatory requirements.

Branch Operations Assistant

Job purpose:

Responsible for delivering an exceptional customer experience at the Britam branch level and putting the needs of every customer at the heart of every decision making process.

Key responsibilities:

  • Implement the customer experience strategy in the respective branch
  • Investigate and respond to all customer enquiries promptly at the branch level.
  • Escalate complex queries to the appropriate functional area.
  • Maintain a record of internal (to staff) and external (to customers) communication on Customer Service matters.
  • Investigate and respond to all customer enquiries promptly.
  • Carry out customer and product related document processing.
  • Make customers’ experiences better by ensuring customer satisfaction.
  • Ensure high standards of Customer Service are maintained in all at the branch level.
  • Premium receipting and posting/allocating to the Line of Business systems.
  • Drive the increased use of Self-Service channels by customers.
  • Initiate processing of AMC and Pension business through scanning and indexing new business applications, top ups, withdrawals, rollovers and switches.
  • Ensure prompt and efficient processing of customer instructions and ensure customer needs are attended to in a timely manner.
  • Maintain an accurate record of all customer interactions in CRM through walkin clients, phone calls, letters, FAs, emails and other customer interactions.
  • Preparation of the branch operations reports.
  • Maintain a neat and accurate petty cash record book and ensure petty cash float levels are kept.
  • Hold brief in the event the customer service officer/executive is absent by performing that role/tasks.
  • Ensure business retention by taking initiative to conserve cancellations and surrenders before processing customer instructions.
  • Maintain a record for all documents received and dispatched to/from the branch through the mailbag.
  • Supervise the general cleanliness of the branch by ensuring the cleaners adhere to the highest levels of cleanliness.
  • Review all applications for insurance for all lines of Business to determine the profiles of risks presented to the company for insurance and assess their acceptability or otherwise according to the Delegation of authority matrix.
  • Forward issued applications and client KYC to registry.
  • Delegated Authority: As per the approved Delegated Authority Matrix.

Knowledge, experience and qualifications required:

  • Bachelor’s degree in a business related field.
  • At least 0- 4 years’ experience in the insurance industry or related field.
  • Professional qualifications an added advantage.

Technical/ Functional competencies:

  • Knowledge of insurance & investment concepts.
  • Knowledge of underwriting processes and procedures.
  • Technical competence in underwriting insurance risks/ Investment products.
  • Knowledge of insurance & investment regulatory requirements.

Intermediary Service Channel Assistant – 2 Posts

Job Purpose:

Assist in underwriting and risk assessment within the set standards of service to ensure quality and timely service.

Key Responsibilities:

  • Provide information and a premium service to Britam Intermediaries, on products and services while delivering high quality service.
  • Raising service requests within the CRM for issues that can’t be resolved, and follow up/Escalate. Follow up to ensure the item is resolved.
  • Updating Intermediary records in the systems database as per procedures.
  • Review all applications for insurance – determine the profiles of risks presented to the company for insurance and assess their acceptability or otherwise.
  • Initiate processing of AMC and Pension business through scanning and indexing new business applications, top ups, withdrawals, rollovers and switches.
  • Drive use of self-service portals for both FAs and customers.
  • Respond to FA’s queries and instructions within the set SLA’s for Intermediary Service channel.
  • Prepare and issue certificates and cover notes where necessary.
  • Implement credit control policy and ensure that premiums are debited and collected as required.
  • Ensure business retention through conservations of policies and renewals of General business.
  • Perform any task assigned by the Supervisor.

Key Performance Measures:

  • As described in your Personal Score Card.

Knowledge, experience and qualifications required

  • Bachelor’s degree (insurance option preferred).
  • At least 0-2 year’s experience in the insurance industry or business related field.
  • Experience in customer service.

Technical/ Functional competencies:

  • Knowledge of insurance concepts. 
  • Knowledge of underwriting processes and procedures.
  • Technical competence in underwriting insurance risks.
  • Knowledge of insurance regulatory requirements.
  • Knowledge of Britam products.

Business Analyst

Job Purpose:

Work with other departments within the Group to identify requirements, analyze, validate, and develop solutions (database design, workflows, user/data interfaces, integrations) as well as manage the needs of the customers and end users. Provide 3rd-line support of business Applications, ranging from user requirements analysis, design, and development to implementation and maintenance.

Key Responsibilities:

  • Identify problems and opportunities within a business and work to provide solutions and initiatives to streamline operations and improve functionality.
  • Configure and/or customize business applications to meet business requirements using various database and software tools.
  • Manage the application developer team to ensure all development is in line with Britam development standards.
  • Assist in presentations of system functionality to new users and departments. Drives systems adoption by business users.
  • Enhance and create user and system documentation as needed.
  • Work directly with the IT support personnel and teams to resolve issues identified and escalated during daily operations.
  • Perform the necessary technical design and development functionality to ensure that business application systems can be effectively developed and implemented.
  • Design and development of front-end tier(s), middle tier(s), and /or back-end database tier(s) for business applications.
  • Capturing of business applications information needs and mapping of the same to the software and /or database components.
  • Perform data modeling to analyse and specify data structures within an application system.
  • Developing database objects and structures for data storage, retrieval, and reporting according to specifications
  • Implementing and testing database design and functionality and tuning for performance
  • Research and provide input on design approach, performance, and base functionality improvements for various procedures and applications.
  • Generation of ideas to improve efficiency in software and application services offered to the business, and/or generate revenue for business.

Knowledge, experience and qualifications required:

  • Degree in Computer Science or technical-related field
  • Certified Solution Developer e.g. Java, Microsoft etc.
  • Experience in applications development, which includes system customization and report designs.
  • Experience with any modern programming tools/Platforms e.g. .NET, Java, Ruby, PHP
  • Experience with Java EE
  • Experience with RDMS preferably MS SQL Server, Oracle, MySQL, Sybase, and Informix.

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