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Job Description
As a Customer Retention & Claims Associate at ETAP, you will play a pivotal role in ensuring customer satisfaction and loyalty. You will serve as the primary point of human contact for customers throughout the claims journey and be responsible for managing the claims process from start to finish, providing outstanding service and support to policyholders and external partners. You will liaise with policyholders and external partners to ensure a seamless experience, utilizing various communication channels to keep all parties informed. In addition to managing claims, you will play a pivotal role in customer retention efforts, identifying opportunities for renewal and cross-selling additional products.
Responsibilities
- Deliver exceptional service throughout the customer claims journey, ensuring satisfaction and a positive experience at every touchpoint.
- Explore renewal options with customers and influence their decision to stay with ETAP, providing guidance and recommendations tailored to their needs.
- Identify reasons for customer churn and propose alternative solutions to address their concerns, promoting ETAP’s value proposition and product offerings.
- Recommend additional policy options and cross-sell ETAP products to enhance the customer’s insurance coverage and overall experience.
- Collaborate with policyholders and external partners to facilitate a seamless customer journey, utilizing various communication channels to maintain continuous updates throughout the process.
- Efficiently manage workload, prioritizing tasks and responsibilities in an organized manner to meet deadlines and deliverables.
- Maintain accurate claims information by monitoring internal automated claims systems and ensuring data integrity.
- Proactively identify opportunities for process improvement and take ownership of implementing changes to enhance efficiency and customer satisfaction.
- Analyze customer feedback to identify trends and areas for improvement, proposing solutions to enhance the overall customer experience.
- Coordinate with internal teams such as underwriters and Claims & Fraud team to ensure a cohesive and seamless customer experience.
- Maintain compliance with regulatory guidelines, adhering to NAICOM standards in all interactions and communications.
- Develop expert knowledge of ETAP’s products, systems, and processes through comprehensive training, leveraging internal resources to address any knowledge gaps.
- Analyze customer behavior patterns and provide insights to internal stakeholders to inform strategic decisions and improve product offerings.
- Actively contribute ideas and insights to the wider team, fostering a collaborative and innovative work environment.
- Demonstrate excellent communication skills and a collaborative approach, effectively engaging with stakeholders at all levels to drive results and achieve objectives.
Qualification
- Prior experience in handling claims or customer retention roles within the insurance industry, with a strong understanding of insurance products and processes.
- Exceptional customer service skills with a demonstrated ability to deliver outstanding service and resolve customer inquiries or issues effectively.
- Flexibility and adaptability to adjust to changes in a fast-paced environment, with a proactive approach to problem-solving and decision-making.
- Strong organizational skills and the ability to manage workload efficiently, ensuring timely completion of tasks and adherence to deadlines.
- Commitment to meeting or exceeding performance and quality expectations, with a drive for continuous improvement and excellence.
- Knowledge of regulatory guidelines and compliance requirements within the insurance sector, particularly NAICOM standards.
- Excellent communication skills, both verbal and written, with the ability to effectively engage with customers and stakeholders at all levels.
- Collaborative mindset and willingness to work as part of a team, contributing ideas and insights to drive innovation and success.
- Ability to build rapport and maintain positive relationships with customers, colleagues, and external partners, fostering a culture of trust and collaboration.
- Strong analytical skills and attention to detail, with the ability to analyze data, identify trends, and provide insights to inform strategic decision-making.
- Proactive and self-motivated approach to learning and development, with a commitment to continuously improving knowledge and skills within the insurance industry.
- Alignment with ETAP’s values and culture, demonstrating integrity, professionalism, and a passion for delivering exceptional customer experiences.
Location: Lagos State, Nigeria Hybrid
Apply: INSURANCE CLAIM ASSOCIATE
