• Support Operations and Partnership teams on Group Credit Life initiatives which provide end-to-end post-sales support to clients
• Handle application submission, new account set-up, pre-underwriting, client data entry, data, maintenance, and reconciliation, SMS to clients, certificate printing, policy renewal process and monthly reports. Keep accurate records and document.
• Building and nurturing corporate client relationships and full responsibility over renewal premiums and persistency
• Responsible for coordinating with sales force and bank staff; initial, renewal premiums billing, unsettled premiums, refund unused premium and accounting
• Provide operations support including but not limited to billing and collection, client relationship management, other duties/responsibilities from time to time from management
• Ensure compliance with billing & collection and group administration guidelines, AMLATF, KYC, audit requirements and risk management.
• Coordinate claims adjudication
• Manage large amount of inbound and outbound calls such as and not limited to customer welcome calls, premium due, and past due reminder calls in a timely manner
• Handle customer inquiries both by telephone, email and other means of communication to provide customers with product features, benefits and accurate information on a first call resolution.
• Identify customers’ needs or resolve customer complaints and problems by clarifying issues; researching answers; implementing solutions/alternatives and escalating unresolved issues if cannot resolve during the first call, escalate unresolved problems immediately to management and follow up to ensure resolution is met
• Follow up customer calls where necessary. Build sustainable relationships and engage customer to provide pleasant customer experience
• Maintain call center database and produce call reports