Customer Service Officer – Kampala – UAP Insurance

About US:
UAP Holdings Limited is the pan-African Financial Services​ Company with a primary purpose of acting as a holding company for the various UAP businesses.​ The Group’s origins in Kenya date back to the 1920’s when Provincial Insurance Company of East Africa was incorporated. UAP Group embarked on a multi-phased restructuring plan in 2006 to shift from a traditional non-life insurance business to a broad-based Insurance and Financial Services Group. UAP Group has grown into a Pan-African Financial Services Group with a geographical footprint in six (6) countries namely Kenya, Uganda, South Sudan, Rwanda, Tanzania and Democratic Republic of Congo (DRC). The range of services and products have grown beyond General Insurance to include Life Assurance, Property Investments, Fund Management and related Financial Services such as insurance premium financing, financial advisory and securities brokerage.

Job Summary: The Customer Service Officer will support the UAP customers by providing product and service information; resolving product and service problems.

Key Duties and Responsibilities:
· Responsible for answering the queries from walk in customers or via telephone or mail in order to retain and attract potential customers by answering insurance product and service questions.
· Ensure timely debiting of retail business and sending the receipts to customers/intermediaries
· Same day issuance of retail policy documents
· Issuance of the medical cards within 5 days by timely card updates, card printing, dispatch and maintenance of cards database.
· In charge of recording all customer complaints in CRM and follow up with aim to resolves product or service problems by clarifying the customer’s complaint; determining the cause of the problem; referral to the relevant team, expediting correction or referral; and timely following up with the medical team to ensure resolution.
· Responsible for preparation of utilization reports, member statements and ensuring the clients receive them in time
· In charge of facilitation of health talks, member education, quarterly review meeting and maintenance of the clients’ calendar.
· Responsible for monitoring of renewal notices for retail business, dispatch and record maintenance.
· Prepare and submit service reports by collecting and analyzing customer information and feedback from CRM
· Cash generation- Ensure that retail premiums are paid before cover starts, corporate premiums are paid within 20 days from renewal or cover commencement.
· Significantly contributes to team effort by accomplishing related results as needed.

Qualifications, Skills and Experience:
· The Customer Service Officer should hold a Bachelor’s degree in the relevant field
· Applicants who are with or working towards attaining insurance qualification will have an added value
· Excellent spoken and written communication skills
· Computer literacy skills i.e. proficiency in Microsoft Office Package: Excel, PowerPoint and Outlook

Personal Competencies:
Delivers excellent service:
· Keeps customers up to date and informed.
· Acts promptly to ensure customer problems are resolved.
· Acts promptly to ensure customer problems are resolved.
· Makes him or herself available to the customer.
· Interacts well with all customers.
· Understands that each customer is different.
· Delivers what is expected, not what they think the customer wants or needs.
Adds value:
· Thinks about the customer when undertaking day-to-day work. Questions ‘how are this adding value for the customer?’
· Makes decisions with the customer in mind.
· Takes pride in delivering a high quality product or service.
· Investigates service delivery and provides solutions to problems.
Addresses Customer Needs:
· Takes time to question and understand the real, underlying needs of customers, beyond those initially expressed.
· Establishes systems to collect customer feedback.
· Focuses resource without bias on priority areas and/or key customer groups.
Serves Long Term interest:
· Always works closely with customers, developing an independent view of their needs and acting in their long-term interest.
· Moves customer thinking forward, helping them understand issues beyond their day-to-day work.

How to Apply:
All candidates who wish to join the Insurance industry should send their applications via Email with an updated CV and cover letter with the subject head as Customer Services Officer to: hr@uap.co.ug.

Deadline: Friday, 23rd October, 2015 by 5PM