Reporting to the Manager: Client Relations Management. This role is responsible for service delivery and maximizing the client experience through client engagement. The incumbent is a specialist dealing with technical and complex client queries and/or complaints, exception reporting and providing an excellent service offering. Ensuring resolution whilst strengthening and maintaining relationships between clients /intermediaries and company is a key part of the role.
To ensure that a high level of Client Services is provided to the clients and financial intermediary that interacts with PPS. The Client Experience Specialist will be responsible for all complaints in the form of written as well as telephonic interactions and other omni channels.
, Requirements,
Education
- Bachelors Degree in Business Management or Accounting or relevant field.
- Experience in managing high level customer engagement within the Insurance and Financial Services Sector.
- 5+ years experience in a Client Services environment within the Insurance and Financial Services Sector.
- 3+ years experience handling and managing all Technical Claims escalations.
- Knowledge of financial services industry environment.
- Knowledge on FICA/FAIS and TCF outcomes.
- Knowledge and experience in client services / contact centre environments.
- Systems knowledge on MS Office.
- The consultant is to be a highly self-motivated individual with strong relationship managing and communication skills.
- Relationship management skills.
- Good business acumen.
- Can-do attitude while challenging convention.
- Client Centricity.
- Communication skills (written and verbal).
- Building and maintaining relationships.
- Planning and organizing.
- Resilience.
- Business acumen.
- Analytical thinking.
- Accountability.
Service Delivery
- Provide client services to Clients /Intermediaries / PPS Insurance distribution channels and broader distribution force relating to and within the financial services environment.
- Handle all premium, billing and collection, reconciliations related queries and/or complaints (telephonic /written /social media etc.) and resolve issues to completion in a timely manner.
- Evaluate problems regarding service issues and enquiries to determine their importance and urgency.
- Responsible for ensuring that service excellence to Clients /Intermediaries remains within best business practice and standards.
- Performing investigations where necessary to facilitate problem resolution timeously.
- Applying technical knowledge and understanding to secure an end-to-end finalization of client requests.
- Working across organizational boundaries to obtain outstanding information and clarify instructions received to improve client experience.
- Responding to all enquiries in a professional and timely manner.
- Responsible for managing reputational risk and ensuring compliance with regulatory requirements, procedures and service standards.
- Promotion of PPS technology offering.
- Remain updated and informed on legislative and industry changes such as PPRs and Insurance Law.
- Liaising with operations support to provide best client experience.
- Technical understanding of all PPS offerings and the ability to apply that understanding to daily outputs.
- Collaborate effectively across business units to achieve business results.
- Work with departments such as product, marketing, sales, and customer support to ensure a cohesive customer experience.
- Take up and resolve administrative and service issues that hinder good service delivery.
- Build and maintain relationships with internal and external clients and stakeholders.
- .Develop and track key performance indicators (KPIs) to measure the effectiveness of CX strategies and provide regular reporting to stakeholders.
- Analysis and resolution of all exception reporting
- Daily and monthly reporting
- Drawing statistics, tracking cases issued and assist with incident corrections
- Causal and trend analysis
- Conduct forums to give feedback on trends
- Identify efficiencies, recommend changes and enhancements, drive implementation and monitor success thereof
- Develop and maintain customer advocacy programs to encourage loyalty and retention.
- Everything companies learn about customers journeys is documented in form of data.
- A customer experience specialist should be able to easily read and interpret the data to extract useful information that can be acted upon.
- While most organizations have a dedicated data management, analytics or customer ops team, it is critical for a customer experience specialist to be able to work with these teams to make the best CX related decisions based on the data.
- Create visual representations of customer interactions with the organization to identify pain points, opportunities for improvement, and moments of delight.
- Collect, analyze, and interpret customer feedback from various sources (e.g., surveys, reviews, social media) to inform CX strategies.
- In order to answer customer complaints and questions, a Client Experience Specialist must be an expert in the products offered by PPS. This requires one to take the initiative to master every feature and benefit of each product.
