Customer Account Executive

4 months ago

Parktown, South Africa Rand Mutual Assurance Full time

**THE JOB AT A GLANCE**

As a Customer Account Executive, you will be responsible for growing the number of lives within the Top 50 department through effective customer engagement and the position of a value proposition to the targeted employers to move to RMA. You will be required to manage and resolve client services queries and visit clients to assist with the submission of the Return on Earnings. You will also be responsible for improving customer experience by addressing customer pain points and contributing to high levels of customer satisfaction and loyalty.

**WHAT WILL YOU DO?**

**Growing the Top 50 business lives, handling and resolving service-related queries**:
Provide a value proposition to the employers to enable the transfer and move to RMA.

Understand the RMA products and promote RMA products and generate leads for RMA Life Sales and Distribution.

Provide first line product, process and technical support to customers.

Identify up-selling and cross-selling opportunities through ongoing engagements with customers by explaining product benefits to potential customers

Follow up on leads and referrals as received from customer engagement

Ensure adherence to TCF principles and report any transgressions

Participate in ad hoc assignments as per role requirements

**Liaising and maintaining good relationships with all the employers**:
Follow up on customer by engaging with the relevant stakeholders to identify whether all issues have been resolved.

Set up continuous sessions with the client to build relationship but more importantly to ensure that RMA is providing the right service

**Address customer service and satisfaction issues promptly**:
Conduct customer satisfaction surveys, identify and close any gaps identified

Address customer service and satisfaction issues promptly.

Conduct a root cause analysis of customer pain points/service failures by analysing trends and identifying areas of improvements

Ensure customers always receive professional communication regardless of the channel used

Identify areas of improvement on the system to ensure timeous communication with customers

Conduct customer satisfaction surveys, capture information received from surveys and share relevant feedback with sales for action

Assist in projects aimed at transforming customer experience

Ensure customer contact details are updated on the system

**Identify training requirements and organise with the Stakeholder Training Officers**:
Providing first line product, process and technical support to customers:
Provide a service to clients, including support on the Return of Earnings, manage and report on the RMA processes including Renewal process, claims process, to ensure customer service and satisfaction, productivity and cost control in comparison with targets set.

Act as an intermediary by coordinating different RMA service team, including training, claims and any other related services for the benefit of the employers/members.

Manage the Office honestly, follow high ethical standards, and comply with all Company policies and procedures.

Deal the appropriate authorities on matters regarding RMA services.

Carry out all office planning on a regular basis, as issues arise, or in advance of anticipated needs.

Ensure timely submission of various periodical reports, highlights of the previous month’s reports.

Ensure proper housekeeping, safety and security of the Rand Mutual Properties.

To ensure that the Office assets are in a proper condition including ensuring control over movement of same through logbooks and that they are used for official purposes only.

Communicate effectively with other Departments and Middle Managers by sharing information on effective practices, competitive intelligence, business opportunities and needs

**WHAT WILL YOU BRING TO THE TABLE?**

NQF Level 6: Diploma in Insurance or a related field

Long-Term Insurance or Medical Insurance experience

3-5 years’ experience in insurance sales, service, claims environment. insurance environment would be preferable

Experience in selling and growing business, sales and generation of leads

Experience in managing customer relationships

Experience in handling customer complaints

Experience administering customer and service satisfaction surveys

Sound knowledge of COID and Life Insurance Products

Knowledge of insurance value chain

Knowledge of industry regulations, e.g. POPI, COIDA, TCF, etc.

Good understanding of the customer experience value chain

Computer Literate: Particularly experience using excel spreadsheets

Data interpretation and report writing

Must be able to travel for business related matters.

Customer service attitude

Strong selling abilities

Multilingual

Administrative skills.

Good Self-image (Presentable).

Ability to interface with clients and staff.

Excellent verbal communication and writing skills.

Ability to work under pressure and meet deadlines.

Good presentation skills and ability to interac

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