Latest Jobs at Heirs Insurance Ltd

The Customer Rewards & Loyalty role shall be responsible for growing customer retention and loyalty to the Heirs Insurance Group Brand. This is a specialist role targeted towards attaining above 80% customer retention, grow customer attraction and manage attrition / churn customer rates using a robust loyalty scheme and viable market research. The scope of function cuts across the Retail Mass Market Cluster and the Corporate customer segments of Heirs Insurance Group.

Responsibilitie(s):

• Develop, implement and manage a robust reward program that meets the business strategic customer retention strategies.
• Periodically conduct market research on customer needs analysis in comparison to what is required to retain customers in the business. This is to enable the business reduce policy attrition rates, attain above 80% customer retention and attract new customers to the brand.
• Using data intelligence gathering, create a niche by consistently improving on the rewards scheme, modeling new and existing customers behaviour towards keeping their policies active so as to meet the desired business retention metrics.
• Seek referrals from satisfied customers and channel the same to the telesales team for conversion.
• Create retention campaigns to recover lost customers and reduce the business attrition rates.
• To grow and expand the reward scheme , sign up strategic rewards partners that provide unique value services to Heirs Insurance Group customers nationwide
• To grow and expand the reward scheme , sign up strategic rewards partners that provide unique value services to Heirs Insurance Group customers nationwide
• Collaborate with relevant stakeholders to review competing loyalty benefits, design and deliver on annual rewards improvement plans to Head, Customer Experience
• Design a digital framework for automating the rewards program to aid ease of progression, access and onboarding.
• Using data intelligence, monitor and report on the customer satisfactory level with the benefits on the scheme, behaviour towards progressing to meet the reward tiers, concerns and improvement actions.
• Conduct periodic customer satisfaction survey and partners satisfactory surveys to get feedback on the impact of the scheme.
• Using data intelligence, collaborate with the marketing team to conduct targeted marketing campaigns targeted at drawing attraction to the scheme .
• Monitor the impact of the rewards scheme on customer retention, new business attraction and referrals.
• Grow Heirs Insurance Group customer retention to 80% and devise strategies to motivate customers to keep their policies active.
• Relationship building: Initiate, maintain, and manage relationships with third parties concerning Client Retention.
• Create relationships with partners to drive customer retention benefits.
• Hold periodic workshops with partners to emphasize service quality standards.
• Provide Weekly, Monthly, Quarterly, Bi-annual, and Annual Metrics reports to the Head, customer experience on the rewards program progress, partnership sign-up, and daily management.
• Utilise churn data for upsell/cross-sell or targeted marketing and revival campaigns.
  Monitor and track policy data regularly and map customers to their rewards category.
• Quality check rewards data for correctness.
• Using data intelligence, run campaigns to motivate customers to move up the reward’s premium income tiers.
• Ensure timely reward of eligible customers.

Qualification/Experience Requirement(s):

• Minimum requirement: A Bachelors’ degree in Business, Marketing, Communication or in any relevant discipline with 3 years cognate experience
• Membership of any relevant professional body (e.g. CIIN,NIMN, CXPA)

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The Customer Life Cycle Claims and Renewal Support role shall be responsible for providing assistance to a variety of clients telephonically, electronically, or face to face following business, processes, and compliance rules; accountable for all Client Retention efforts, policy renewal engagement , claims and policy liquidation processing within the Retail Mass Market Cluster of the Company.

Responsibilitie(s):

• Assist customers with their claims processing by ensuring that valid claims are paid timely within 24hours after EDV.
• Provide advisory services and guide customers requesting for policy liquidation with the intention to keep their policies active.
• Seek referrals from satisfied customers and channel the same to the telesales team for conversion.
• Conduct a daily Customer Relationship Management (CRM) activity on existing policies by tracking failed premium collection and contacting Customers based on the reason for the failed collection.
• Create retention campaigns to recover missed premiums and reduce lapsed / churn data
• Call customers with failed bank mandates or premium collection issues to guide them on the alternative platforms available to make payments.
• Timely resolve customer complaints resulting from policy renewals, service failures, cancellations, or surrender.
• Contribute ideas for the improvements to operational service standards.
• Collaborate with the relevant workstreams to retain existing customers, and revive lapsed policies.
• Escalate and redirect complex and technical issues to the Life Cycle Team Lead .
• Share insights on reoccurring customer behaviours or trends.
• To grow the VOC of customer responses on NPS and CES, frequently keep in touch with customers and encourage them to give feedback regarding their renewals and claims experience.
• Guide customers on the digital self-service platforms available to renew their policies, pay missed payment or make a fast claim.
• Make a constructive effort to reduce policy cancellations and surrender by 80%
• Provide a high level of personalised Customer service experience with all Customers (Internal and external)
• Update all daily interactions of customers on the fresh desk workflow system.
• Manage and Update customer data regularly to know the status of each customer for retention and persistency tracking.
• Relationship building: Initiate, maintain and manage relationships with third parties concerning client retention.
• Create relationships with partners to drive customer retention benefits.
• Provide weekly/monthly/quarterly/annual reports for policy status trend. Indicate the active, inactive, lapsed, customer numbers, policy count, and cancelled policies, stating reasons for the trends
• Provide weekly, monthly, quarterly, bi-annual, and annual metrics reports on cancellation, claims payment, policy revivals, policy renewals, policy reinstatements trends

Qualification/Experience Requirement(s):

• Knowledge of social media marketing
• Knowledge of social media marketing
• Knowledge of quality assurance
• Knowledge of marketing techniques
• Knowledge of customer relationship management
• Knowledge of Customer-centricity
• Good relationship management
• Good analytical skills
• Good communication skills (oral and written)
• Minimum requirement: A Bachelors’ degree in Business, Marketing,Communication or in any relevant discipline with 2 years cognate experience
• Membership of any relevant professional body (e.g. CIIN,NIMN)

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The Sales Officer’s primary objective is to generate revenue by selling insurance products and services to both individual and corporate clients. Also, responsible for prospecting leads, assessing client needs, explaining policy features, negotiating terms, and closing sales deals.

Responsibilitie(s):

• Identify sales opportunities through various channels, including cold calling and networking, to attract potential customers
• Promote and sell services to prospective customers, effectively communicating product features and benefits to meet their needs
• Maintain positive business relationships with clients to foster repeat business and ensure future sales opportunities
• Coordinate with other departments to optimize the sales effort, ensuring smooth execution of sales transactions and customer satisfaction
• Deepen relationships with existing clients to drive growth and maximize revenue potential
• Create, plan, and deliver presentations on sales status, highlighting achievements and addressing customer inquiries
• Communicate customers' and prospects' pain points to the appropriate departments for resolution and product improvement
• Prepare comprehensive weekly reports of all sales activities, including prospecting efforts and client interactions, for review by the Line Manager
• Submit daily call memos to the Line Manager and report progress weekly, providing updates on sales performance and upcoming opportunities
• Monthly/quarterly performance review of sales/operational activities as feedback for improvement
• Participate in ad-hoc projects and perform other activities as assigned
• A Bachelor’s degree from a reputable University in any relevant discipline

Qualification/Experience Requirement(s):

• Minimum Requirement: BSc
• Added Advantage: MSc or MBA
• Associate of the Chartered Insurance Institute of Nigeria {ACIIN}
• Minimum of 3 - 5 years in a similar role

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This role is accountable for assisting a variety of Heirs General Insurance and Heirs Life customers across various touchpoints including telephone, in-branches, digital channels, amongst others, as well as overseeing accordance to agreed business processes and compliance.

Responsibilitie(s):

• Use every customer interaction to create an exceptional personalised customer service experience
• Drive sales of company products to walk-in and call-in customers through direct product referral, as well as upsell and cross-sell products directly to clients to meet the 25% contact centre conversion targets.
• Assist customers with their claims queries and maintain relationships with relevant departments to ensure the process is completed with our 24hour SLA with all units.
• Build and maintain good relationships with intermediaries and brokers that visit the branch to retain the brand top of mind awareness
• Handle customer complaints speedily and efficiently within timeline and consistently device strategic ways to remove customer pain points to avoid reoccurrence
• Support the CX governance team & MCCE in the roll out of branch related CX workshops and events
• Actively solicit for relevant partnerships that can add value to Heirs General Insurance & Heirs Life customers in the region and advice the loyalty and rewards officer of such partnership for closure
• Assist in the management of relevant projects at the branch when the need arises and advised. However, ensure it does not deter giving customers the necessary support required
• Perform quality checks on the customer experience process at the branch which includes own work
• Correctly capture on fresh desk all customer enquiry, request and complaints and provide timely solutions
• Quality check customer materials and brand collaterals at the branch to ensure compliance with the approved service standards
• Inform customers timely of requirements and procedures for their Claims, New business purchase via available digital platforms, policy renewals, part withdrawals or surrender process
• Process relevant customer refunds and claims request swiftly
• Perform general office administration such as follow-ups, client call-backs, Client keep-in-touch (KIT, KYC data updates, etc.
• Process Customer surrender / cancellation requests after consulting with the retention specialist
• Manage and respond to customer interactions across multi-media touch points (email, webchat, WhatsApp, Mobile app Live chat & Telephone)
• Ensure optimal customer satisfaction by promptly address customer queries, following up with the relevant business unit as well as give regular feedback to the customer until it is resolved
• Conduct CSAT, NPS and NES surveys at the end of every interaction with customers to measure their level of service satisfaction & loyalty to the brand
• Ensure customers are informed, guided, and educated on available product benefits, service channels and payment platforms
• Notify customers timely of their policy statuses, promos & rewards using available digital platforms
• Reduce policy cancellations / surrender at the branch levels by 80%
• Adhere to the best business practice, process, and compliance rules
• Working closely with the team, achieve effective service delivery to UBA Bancassurance Customers immediately the Bancassurance model is rolled out. Engage through a positive customer experience to attain a minimum of 80% CSAT rating
• Initiate a strategic approach to managing complaints by proffering a Permanent solution to underlying reoccurring customer complaints for Heirs Life and Heirs General Insurance
• Consistently innovate proactive better ways to constantly push customer centricity culture at the branch through the deployment of CX workshops as approved
• Conduct monthly check-in on customers
• Accountable for service delivery through own efforts
• Individually accountable for managing own time, tasks and output quality
• Makes increased contributions by broadening individual skills
• Collaborates effectively with others to achieve departmental and company set goals
• Accepts and lives the company values

Qualification/Experience Requirement(s):

• Knowledge of customer experience especially in the insurance industry
• Knowledge of Customer-centric strategy
• Excellent relationship management
• Excellent decision-making skills
• Excellent communication skills (oral and written)
• Excellent leadership skills
• Excellent entrepreneurial skills