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 clients, ensuring that they receive the customized service they need.

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

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

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 i.e, to sell or promote (a different or related product or service) to an existing client and/or to try to convince a client to purchase services and products which is an additional of what they have or at a higher cost.
• 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 and ensure follow-ups are done for same.
• Facilitate timely issuance of insurance / insurance renewal documents.
• Review insurance policy terms to determine whether a particular loss is covered by insurance.
• 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 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.

• A diploma in insurance or any professional insurance education.
• At least 5 years in a similar position.