Job Description

To provide expert advice and support on insurance products to Stanbic Bank customers, underwriters, and brokers. The role involves resolving policy queries, promoting suitable insurance solutions through cross-selling and upselling, and delivering a high-quality customer experience across multiple insurance products.

Actively resolve insurance related queries and complaints from customers in order to provide excellent customer experience as per the requirements from the Bank. Only escalate complex queries to the Team Leader for assistance.

Adhere to the Banks code of conduct in relation to promoting and being a brand ambassador.

Analyse data and information in order to develop and apply self-correcting action within scope, to enable constant fulfilment of customer demand.

As a user, recommend enhancements, innovations and changes to the systems, which would lead to better customer centricity.

Assess what matters to the customer against the ability of processes and systems to meet the customers Insurance demand through the analysis of data, in order to make recommendations to the Team Lead to act on the system and as further input into the Enablement and Product areas.

Build, develop and maintain relationships with the key internal and external stakeholders relevant to the Insurance Functional Area and / or area of specialisation.

Educate customers on all relevant procedures, system functionalities (e.g. self-service) and general information as it pertains to Insurance products, this includes informing customers of their rights and obligations to the bank in accordance with the Code of Banking Practice

Execute client facing insurance related activities, both internal and external, in line with the agreed policies, procedures, standards and service level agreements.

Qualifications

• Bachelor's degree in Business Administration, Finance, Accounting, Insurance, Marketing, or a related field.
• Professional insurance qualifications.
• At least 4 years' experience in the insurance industry, bancassurance, or a related financial services environment.
• Proven experience in insurance sales, including cross-selling and upselling of insurance products.
• Strong knowledge of life, health, motor, and general insurance products.
• Experience providing customer advice and resolving insurance policy queries.
• Demonstrated ability to achieve sales targets and deliver excellent customer service.
• Experience managing relationships with customers, underwriters, brokers, and other stakeholders.
• Strong understanding of policy administration, renewals, and claims processes.

• Actively resolve insurance related queries and complaints from customers in order to provide excellent customer experience as per the requirements from the Bank. Only escalate complex queries to the Team Leader for assistance.
• Adhere to the Banks code of conduct in relation to promoting and being a brand ambassador.
• Analyse data and information in order to develop and apply self-correcting action within scope, to enable constant fulfilment of customer demand.
• As a user, recommend enhancements, innovations and changes to the systems, which would lead to better customer centricity.
• Assess what matters to the customer against the ability of processes and systems to meet the customers Insurance demand through the analysis of data, in order to make recommendations to the Team Lead to act on the system and as further input into the Enablement and Product areas.
• Build, develop and maintain relationships with the key internal and external stakeholders relevant to the Insurance Functional Area and / or area of specialisation.
• Educate customers on all relevant procedures, system functionalities (e.g. self-service) and general information as it pertains to Insurance products, this includes informing customers of their rights and obligations to the bank in accordance with the Code of Banking Practice
• Execute client facing insurance related activities, both internal and external, in line with the agreed policies, procedures, standards and service level agreements.

• Insurance sales
• Cross-selling
• Upselling
• Customer service
• Relationship management
• Policy administration
• Claims processes

• Bachelor's degree in Business Administration, Finance, Accounting, Insurance, Marketing, or a related field.
• Professional insurance qualifications.
• Proven experience in insurance sales, including cross-selling and upselling of insurance products.
• Strong knowledge of life, health, motor, and general insurance products.
• Experience providing customer advice and resolving insurance policy queries.
• Demonstrated ability to achieve sales targets and deliver excellent customer service.
• Experience managing relationships with customers, underwriters, brokers, and other stakeholders.
• Strong understanding of policy administration, renewals, and claims processes.