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Relationship Manager

AAR Insurance Nairobi --

Summary

COMPANY:            AAR INSURANCE KENYA LIMITED

 POSITION:           RELATIONSHIP MANAGER

 WORK STATION:  HEAD OFFICE

TERMS:                  PERMANENT

LOCATION:            NAIROBI

REPORTS TO:        RETENTION MANAGER – RETAIL & CAPITATION

PURPOSE OF THE POSITION:

This position is responsible for maintaining Customer Service levels within the stipulated quality standards

Description

KEY PERFORMANCE AREAS:                                              

  • Member Enrollment - Manage Member Onboarding/Additions/Deletions to assigned schemes and portfolio in conjunction with Membership team.
  • Complaints and Query Management - Receive and Resolve client issues.
  • Renewal process management for assigned portfolio
  • Scheduling of quarterly Service/Review meetings with the clients within assigned portfolio/region.
  • Schedule and participate in quarterly health promotion activities for clients within assigned portfolio/region.
  • Processing of Travel & Embassy Letters for clients within assigned portfolio/region.
  • Scheme Performance Management - Generation of Utilization reports, Percentage of use reports, scheme reports and Member statements.
  • Reporting and Management of Hospitalization/Admissions in liaison with Care Managers.
  • Manage Claim Reimbursements in conjunction with Claims department and ensure Reimbursement Cheques are delivered to clients.
  • Members Engagement – Extend courtesy Calls to members on various activities – Satisfaction Surveys, Thank You Campaigns, Post Hospitalizations etc.
  • Receive and dispatch client documents and monitor receipt.
  • Communicate pertinent information to the clients on a regular basis.
  • Compile weekly, monthly, quarterly and annual Servicing reports as required.
  • Monitoring and evaluation of compliance with operating standards of the company.
  • Identify and recommend process improvements to enhance Customer Satisfaction.
  • Any other duties as assigned by the supervisor

 KEY PERFORMANCE MEASURES: 

  • Retention of assigned portfolio within agreed targets
  • Customer Satisfaction index of assigned portfolio/region.
  • Timely generation and dispatch of utilization reports
  • Timely resolution of client issues and provision of feedback
  • Timely dispatch of client documents i.e. renewal proposals before policy date
  • Effective coordination of quarterly Service/Review meetings with the clients within assigned portfolio/region.

Education
Bachelors Degree

  • Graduate with a degree preferably in Nursing,
  • Insurance training
  • AIIK, ACII or Business diploma is an added advantage
  • Proficient in the use of Microsoft office suite and packages.

More Details on Experience

  • At least 5 years relevant experience

More Details on Skills

  • Good Interpersonal (people) skills.
  • Excellent communication and Organizational skills.
  • Team player with ability to communicate effectively
  • Pleasant personality & achievement

Terms And Conditions

  1. Your application should reach us by 5th  April 2020.
  2. Only shortlisted candidates will be contacted.
  3. AAR Insurance does not charge any fee at any point during the recruitment process