Client Relationship Officer

To be the key contact person for SME and Private clients

Purpose:

To create and nurture long term business relationships with company SME & Private clients, ensuring that they receive the customized service they need.

Essential Duties and Responsibilities:

• Perform as key contact for selected customer relationships under Senior Executive / Executive guidance.
• Ensure proper dissemination of product knowledge.
• To cross – sell and up – sell the department’s services and insurance products.
• Contact clients to respond to inquiries or any planned adjustments.
• Closely manage, maintain and develop excellent business relationship with all clients in the portfolio more specifically with your assigned portfolio of clients.
• 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 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.
• Facilitate timely issuance of insurance / insurance renewal documents.
• Review insurance policy terms.
• Check to ensure that appropriate actions were taken to resolve clients' problems.
• Discuss the upcoming renewals with Senior Executive / Executive to avoid lapses and ensure business retention.
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
• Determine charges for services requested, collect deposits or payments, or arrange for billing.
• Ensure adequate checking of insurance related documents / client instructions received.
• Refer unresolved customer grievances to designated departments for further investigation.
• Maintain detailed follow up on missing documents / documents requiring modifications, from insurers.
• Ensure that client onboarding compliance procedures and policies are always observed and ensure to collect mandatory information to analyse client situation.
• Invoicing to clients
• Provide reports as and when needed by your heads of department.