Client Relations Officer

Career Opportunities: Client Relations Officer (61144)

Requisition ID61144-Posted -St. Lucia-Insurance Sales / Business Development- Job Posting Location(s) (1)

DEPARTMENT: Group Life & Health REPORTS TO: Manager, Client Relations NUMBER OF REPORTING POSITIONS: Nil GEOGRAPHIC LOCATION: St. Lucia

JOB SUMMARY

Organises and coordinates the activities of the Client Relations Unit as assigned, to existing and prospective clients, towards ensuring revenue growth and client retention of the Group Benefits portfolio. Facilitates the capture of new business by providing training and support to advisors, brokers and plan administrators. Delivers excellent service and engenders client satisfaction and ensures Net Promoter Scores (NPS) are maintained.

KEY DUTIES AND RESPONSIBILITIES:

- Reviews existing policies and makes recommendations for benefit or premium changes.
- Conducts renewal discussions and negotiations as assigned.
- Conducts market research on products and services in the industry to ensure competitiveness.
- Executes new product development, marketing, communications and roll out of new products to advisors, brokers and clients as assigned.
- Works with regional counterparts on regional initiatives.
- Communicates with group clients, brokers and internal team members on Group Benefits matters such as changes in policies, products, etc.
- Works closely with Marketing, Communications and Brand Experience business segment on planning, co-ordinating and running Group Benefits initiatives.
- Facilitates the maintenance and strengthening of client relations by annually implementing client appreciation events and/or distributing tokens.
- Executes client engagement by paying service visits (physical or virtual) to clients, following up on queries, maintaining service levels and addressing or escalating operational issues.
- Prepares and conducts Group Benefits presentations to potential and existing clients for direct business.
- Accompanies the Manager, Client Relations and advisors at large group meetings to help close the deal and facilitates ‘roll out’ of education sessions to clients’ employees on product and services.
- Conducts training of advisors, brokers and plan administrators on Group Benefits, how to effectively administer plans, etc.
- Liaises with brokers, advisors and internal teams regarding Group Benefits client matters.
- Participates in the development of promotional material to support sales and service activities, including the promotion and distribution of wellness content to existing clients.
- Runs claims queries, loss ratio reports, census reports, dashboards and any other reports for internal and external clients.
- Works closely with HR’s Training Unit on team member/Advisor orientation to Group Benefits.
- Maintains and up to date efficient filing system.
- Performs any other duties as assigned.

KNOWLEDGE & SKILLS REQUIRED

Education/Experience:

- Bachelor's Degree in Marketing or equivalent degree in a related discipline and five (5) years related work experience OR completion of the FLMI or ALMI programme and three (3) years related work experience OR five (5) CXC/O’ Levels and at least ten (10) years related work experience.
- Ability to communicate (orally and in writing) in a professional manner when dealing with customers, employees, management and other company contacts.
- Excellent interpersonal skills to interact with fellow team members and various other internal and external customers and contacts.
- Strong customer service skills and client related experience. Must possess proven ability to apply sound judgment, poise and tact in resolution of administrative, and customer service problems.
- Excellent administrative and organisational skills and possess the ability to multitask.
- Ability to maintain a professional Code of Ethics.
- A high level of proficiency in the use of Microsoft Office especially Excel and Word.
- Flexibility and dependability in a dynamic work environment.
- Previous experience in a financial services/insurance environment would be an asset.

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