Customer Account Manager

4 weeks ago


Johannesburg CBD, South Africa Rand Mutual Admin Services Full time
Job Description

Job Title: Customer Account Manager

Reports to: [To be determined]

Location: [To be determined]

Key Responsibilities:
  • Grow the Top 50 business lives through effective customer engagement and the positioning of a value proposition to targeted employers.
  • Manage and resolve client services queries and visit clients to assist with the submission of the Return on Earnings.
  • Improve customer experience by addressing customer pain points and contributing to high levels of customer satisfaction and loyalty.
  • Provide a value proposition to employers to enable the transfer and move to RMA.
  • Understand 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.
  • Liaise and maintain good relationships with all employers.
  • Follow up on customers by engaging with relevant stakeholders to identify whether all issues have been resolved.
  • Set up continuous sessions with clients to build relationships and ensure RMA is providing the right service.
  • Address customer service and satisfaction issues promptly.
  • Conduct customer satisfaction surveys, identify and close any gaps identified.
  • Conduct a root cause analysis of customer pain points/service failures by analyzing trends and identifying areas of improvement.
  • 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 organize with Stakeholder Training Officers.
  • Provide first-line product, process, and technical support to customers.
  • 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 teams, 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 with 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 months reports.
  • Ensure proper housekeeping, safety, and security of the Rand Mutual Properties.
  • Ensure that 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.

Requirements:

  • 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.
  • Ability to check work accurately, proficient in the use of email and internet, administration skills.
  • 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 interact with middle and senior management.


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