To be the key contact person for SME and Private clients

Purpose:

To create and nurture long term business relationships with SME & Private clients of City Brokers Ltd, ensuring that they receive the customised service they require.

The role is to manage and protect the relationship between the company and its clients.

Client Relationship Officers aim to maximise long-term revenue opportunities by becoming trusted advisors to clients, hence strengthening their loyalty. 

Essential Duties and Responsibilities:

• Manage the SME & Private portfolio of City Brokers Ltd under the supervision of the Head of SME & Private (HOS).
• Perform as key contact for selected customer relationships under HOS’s guidance.
• Ensure proper dissemination of product knowledge.
• Contact clients to respond to inquiries or any planned adjustments.
• Conduct meetings with clients of City Brokers Ltd as and when requested.
• Closely manage, maintain and develop excellent business relationship with all clients in the portfolio.
• Provide assistance to ensure on time and scheduled response to clients, within shortest delay.
• Develop creative solutions for existing clients. as well as pursue new clientele opportunities.
• Perform as key contact point for corporate portfolio of clients dealing with routine matters throughout range of services and products.
• Confer with customers by telephone to provide information about products or services, take instructions or obtain details of complaints.
• Give competitive quotations and ensure follow-ups are done for same.
• Review insurance policy terms to determine whether a particular loss is covered by insurance.
• Take appropriate actions to resolve client's problems.
• Discuss the upcoming renewals with Senior Executive / Executive to avoid lapses and ensure business retention.
• To analyse renewal terms provided by insurers and ensure it is competitive based on their past loss ratios, if not to proceed with a tender analysis.
• Prepare loss ratio reports and calculate the technical rates for fleets prior to renewal based on KPIs set internally.
• To ensure proper instructions are sent to the operations team following client instructions.
• To ensure reports &/or analysis sent to clients + tenders & or quotations received by insurers + loss ratio reports and detailed list of claims are saved on Oasis/ Client’s file.
• We keep records of important emails/ correspondence or complaints - on Oasis/client's file.
• Refer unresolved customer grievances to designated departments for further investigation.
• Refer unresolved customer grievances to the Complaints Officer for investigation if concerned departments failed to resolve complaint.
• To be of support to the Motor Operations team for missing documents or documents which requires modifications from Insurers.
• Ensure to alert heads of department with respect to any delays along with potential issues during renewals.
• Ensure that client onboarding compliance procedures and policies are always observed and ensure to collect mandatory information to analyse client situation.
• Provide reports as and when needed by your heads of department.