Banking Jobs in Kenya - Barclays Bank

Claims Officer-General Business

To support the Claims Manager in the claims Business by providing operational support in the Claims Department processes. To process and settle insurance claims in a fast, fair and courteous manner to ensure customer satisfaction, company profitability and good corporate image
Accountability: Operational Process Support

o    Acknowledging new claims and calling for requisite supporting documents/items
o    Registering new claims
o    Ensure that all claims reported are registered in line with the company procedures and reserved accordingly; and also ensure that reserves are periodically reviewed.
o    Ensure that the allocated claims processes are performed within the time frames as agreed with clients, brokers and other departments to ensure service delivery.
o    ·Ensure that service providers fee notes, invoices and Discharge vouchers are settled within the set TATs
o    Assist and manage queries escalated by staff, brokers, clients or service providers to ensure timeous resolution.
o    Liaise and visit brokers to build relationships
o    Assist in the salvages disposal process.
o    Ensure that all the cost containment strategies in claims department are adhered to.
o    Collaborate with underwriting department on areas or actions that may minimize a loss or if action is recommended post a loss due to the risk.
o    Escalate poor performing accounts to Head of claims for management
o    Instructing loss assessors and investigators
o    Examining loss assessment reports and recommending settlement or repudiation
o    Confirming client’s premium payment status
o    Preparing claim settlement offers and discharge vouchers
o    Communicating Risk improvement measures to Underwriting Department
o    Preparing claim payment vouchers for clients and service providers & credit notes
o    Writing cheque forwarding letters and sending them to the dispatch desk
o    Preparing debits for excess and recoveries
o    Writing demand letters
o    Revising reserves
o    Handling facultative recoveries and payments
o    Compiling monthly and annual reports for the IRA and other interested parties
o    Responding to letters and forwarding them to dispatch desk for distribution to clients, intermediaries, service providers and third parties
o    Approving claims settlement within agreed limits (signing authority)
o    Attending to walk in clients and via telephone


How to Apply
Bancassurance Officers

To achieve agreed sales targets in line with the business objectives through pro-active selling of non-life (General) insurance products and provision of excellent customer service. The role also involves end to End General( Non Life) insurance processing from Prospecting to claims management
Main Accountabilities and approximate time splits
(SALES TO CUSTOMERS) 60 %
§ Sales of General Insurance( Motor, Non motor and Medical Insurance) bancassurance products as guided
§ Deliver exceptional sales performance by identifying and meeting customer needs through selling & cross selling of General insurance products.
§ Receive Mi from the Sales Manager on the insurance portfolio at the branch for engagement and cross sells
§ Monitor Branch renewals with an eye to obtain cross sales and referrals to grow insurance portfolio
§ Provide direct “hands on” sales support (quality lead generation and effective follow-up) to convert quality leads into sales.
§ Participate in specific product and campaigns by ensuring that the products are explained to customers.
§ Agree, meet and exceed targets for specific sales campaigns.
§ Maintain own sales performance statistics for management information usage.
§ Monitor own sales performance on a daily, weekly and monthly basis and provide results to the Sales Managers. Provide activity sheets and pipeline data as requested
§ Own and manage personal products & channel sales targets to contribute towards the direct sales objectives and targets.
§ Refer to the appropriate area of delivery for specialist product help or advise (e.g. Bancassurance department) when uncertain about the product delivery or application process. Respond directly to the customer.
(PROVISION OF CUSTOMER SERVICE) 10 %
§ As per procedure manual provide customer documents( Policy Documents, Risk Notes, Debit Notes, Acknowledgement forms and receipts on time
§ Own customer queries and complaints around the insurance product and resolve in a timely manner. Escalate any unresolved queries, or queries not resolved in a short period of time to the Line Manager or Bancassurance team.
§ Build relationships with internal service providers (Operations and Bancassurance team) to ensure a quick turnaround time of escalated queries and complaints.
§ Advise customers as soon as the purchased product has been accepted by the underwriter.
(OPERATIONAL RIGOUR AND COMPLIANCE WITH KYC REQUIREMENTS) 10 %
§ Comply with the Non life procedure Manual on procedures and processes in totality and refer any exceptional items to head office
§ Complete Insurer proposal forms and attach relevant supporting documentation like copies of logbook and valuation reports
§ Ensure accuracy of each application and all other customer documents. Lead Generators (LGs) are held personally accountable for accuracy and quality of these and supporting documents that they complete and submit.
§ Achieve operational rigour excellence in all aspects of procedures and processes personally undertaken to ensure green audit.
§ Comply with general Barclays operational risk & rigour requirements e.g. Health & Safety standards and security of premises, KYC and anti-money laundering regulations.
(CONTRIBUTE TO DEVELOPMENT OF THE TEAM) 5 %
§ Share knowledge and experience with other Lead Generators in the team.
§ Provide cover for other Lead Generators in case of excessive workload or absence.
§ Deputize for the Line Manager whenever required.
(CLAIMS MANAGEMENT) 5 %
§ Ensure All claims are reported to Head office Bancassurance team as guided and assist the client to attach relevant documentation and have claim forms well completed as trained
§ Pursue Claims from Notification, Registration to settlement and ensure TAT is followed as per agreed terms
§ Manage customer service on claims by informing the client of each claim update
(RENEWALS MANAGEMENT) 5 %
§ Achieve renewals on portfolio of 90%
§ Pursue continued improvement in obtaining cross sales for additional sales from existing customers
(UNPAID PREMIUM MANAGEMENT) 5 %
§ Ensure all business production is paid for and receipted as per insurer agreements
§ Pursue continued improvement in premium collection with each sale
Technical Skills/Competencies
§ Excellent planning & organization skills
§ Very strong communication & questioning skills
§ Networking
§ Good selling/influencing skills
§ Presentation skills
§ Listening skills
Knowledge and Expertise (relating to specialist knowledge and expertise required to undertake the role. May include knowledge of the Bank’s products, services and policies)
Essential
§ Knowledge of the Bank’s products, services and policies including standard tariffs.
§ A thorough understanding of the Insurance sales process
§ A working knowledge of non-life insurance products
Preferred
§ A sound working knowledge of the insurance market and competitor products.
Experience, qualifications and other requirements specific to the role
Essential
§ First degree or diploma
§ Relevant experience in Non-Life Insurance sales
§ Or KCSE – Overall C Plain and C Plain, in English and Mathematics
§ Certificate of Proficiency (COP) qualification as a minimum. Or progress towards COP.
Preferred
§ Competitor product sales experience
Training Requirements specific to the role
Essential
§ Bancassurance products training
§ Detailed product training on all bank products
§ Customer service training
§ KYC & Operational Rigour
§ Anti-money Laundering and Fraud Prevention
§ Time management
§ Presentation skills
§ Influencing & negotiation skills training
Preferred
§ Coaching skills
§ Credit training
§ Budgeting Skills
Key Issues over the next 12-24 months
§ Upskilling on all Retail products to ensure complete coverage of the products and services available
§ Completing the skills workbook
§ Internalizing the principles of the Customer Revolution and applying it to all processes
Additional details of exceptional aspects of the demands of the role
§
Barclays Values to be exemplified on this role:
· Respect
· Integrity
· Service
· Excellence
· Stewardship

How to Apply

Assistant Branch Manager-Mombasa

Ensure that all activities and duties are carried  out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Barclays Policies and Policy Standards
Understand and manage risks and risk events (incidents) relevant to the role.
Accountability: Operational Process Support

o    Responsible for the growth of portfolio top line to the set targets through retention & acquisition of new business on existing accounts and new ones.
o    Review the risks accepted in the branch to ensure they are within the set underwriting guidelines and are covered under the reinsurance programme
o     
o    Ensure clients are constantly updated on claims process and progress
o    Ensure top notch customer experience is provided to  our intermediaries and clientele.
o    Ensuring training and increased uptake of all automation initiatives by business partners.
o    Ensuring compliance with the Company’s credit policy.
o    Support in collecting revenue from key accounts
o    Proactively drive quality of business and ensure achievement of set business mix target.
o    Responsible for obtaining and providing the correct marketing intelligence to inform product development /customization and pricing
o    Ensure   timely issuance of policy documents, renewal confirmations and endorsements.
o    Ensure that all queries on technical insurance issues from customers and branch staff are addressed promptly while providing technical guidance.
o    Ensure compliance with all regulatory and internal procedures in regard to Bancassurance business.
o    Organizing training, seminars and scheduled functions to ensure loyalty.
o    Premium collection and remittance.
o    Carry out market research, customer data mining and segmentation and provide customer feedback to Branch Manager for the development of new products and enhancement of existing ones to suite the various market segments.
o    To facilitate timely issuance of relevant documents

How to Apply

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