Client Acquisition Assistant

The Client Acquisition Assistant is responsible for establishing and building a collaborative relationship with the Branch Administrative staff and the Sales Force to ensure the timely processing of New Business transactions.

JOB OVERVIEW:
The Client Acquisition Assistant is responsible for establishing and building a collaborative relationship with the Branch Administrative staff and the Sales Force to ensure the timely processing of New Business transactions.

JOB RESPONSIBILITIES: 
1.    Case Management
•    Manage pending requirements and ensure the timely receipt / update of requirements on pending     applications.
•    Process complete applications / increments within service timelines including submission to     underwriters where applicable.
•    Process and settle underwritten applications within service timelines and ensure correct status is     reflected.
•    Process “down date” transactions e.g. changes in date of risk, sum assured etc. within service     timelines.                                  
•    Dispatch of endorsements to branches for Unregistered cases.
•    Process requests for conversions within the stipulated timelines. 
•    Correct all errors identified within specified timelines.
•    Process requests for re-dates / reinstatements ensuring that complete applications are sent into     Underwriting for review and cases are settled within stipulated timelines.
•    Establish and maintain a collaborative relationship with Branch Administrative staff and Sales force     to ensure the timely processing of New Business transactions that are assigned.

2.    Reporting

•    To efficiently and effectively monitor and action reports for assigned portfolio within turnaround     timeframe.
•    Submit statistical information for use to Branches/Agents, Leader/Management, as required.
•    Prepare a daily report and breakdown of tasks completed and outstanding work to be sent to the     respective Team Leader at the end of each work day.

3.    Query Management
•    Respond to both internal and external queries for department within the customer service standards timelines and ensure all relevant correspondence is uploaded into EDM.

4.    Other Policy Activities
•    Process requests for cancellation of policies and dispatch of cheques for both company (File Close) and agent requests (incl. NPWs).

5.    Dispatch Team only
•    Generate, upload and print policies within 4 business days of settlement.
•    Check/ verify accuracy of policies and/ or errors, highlighting all errors found in the process.
•    Log all errors in a report format and submit to the Team Leader daily. 
•    Prepare and Dispatch checked policies to Branches.
•    Update Dispatch dates on Ingenium within one (1) business day of dispatch.
•    Upload emails to EDM accordingly.
•    Complete and submit Daily Reports within one (1) business day.
•    Prepare Overpayment Notices and Acknowledgement Listings for overpayment checks.
•    Package and dispatch overpayment checks with accompanying documents. 
•    Ensure that all Approved/Unapproved letters are correctly scanned, tagged and filed to the respective case folder in a timely manner.
•    Update Internal Logs and AS400 for Top Hat and Annuity policies received from BIR.
•    Update Dispatch Logs and AS400 for Top Hats and Annuity policies dispatched to Branches and IO Departments.
•    Log and Distribute unapproved contracts to BIR Unit within one (1) day of receipt.
•    Scan and upload all documents and emails as required.
•    Communicate issues/challenges encountered during the verification/dispatch process to the Team Leader.

6.    Mail Team only
•    Clear the mailbox of all medicals- 9am and 1:30pm daily
•    Dispatch all outgoing mail for BIR and the respective Branches/ Units according to daily timeframes.
•    Process medicals within the assigned timelines. This includes Stamping, Scanning, Updating Doctors’ log, updating Ingenium and meticulous filing of documents within turnaround timeframe.
•    Manage and update medicals received via Elabs.
•    Process non-medicals. This includes stamping, logging on spreadsheet, updating Ingenium and distribution to Case Officers in accordance with turnaround timeframes. 
•    Process and update NIL file daily.
•    Generate report and update all OFTs received.
•    Generate report and update all Signed Scripts.
•    Submit policies to Underwriting where last requirements have been received. 
•    Investigate and respond to all queries pertaining to any function of the team within the stipulated timeframe.
•    Submit clawback listing to Sales Admin department within turnaround time.
•    Record all daily batches of medicals on the required transmittals and submit to the vault on a monthly basis in keeping with the set procedural guidelines.
•    Communicate issues/challenges encountered during the verification/dispatch process to the Team Leader.

7.    BIR Unit only
•    Check all policies listed below which require BIR approval from all Insurance Operations departments to ensure the policies meet BIR guidelines                     
•    Unapproved Corporate Policies 
•    Transfers, Early Vesting’s Name/Beneficiary Changes
•    Surrenders/ Decrements / Lost Policies
•    Duplicates / Increases and Re-dates
•    Recall Letters 
•    Process all unapproved contracts from BIR daily and return for approval.
•    Meet weekly with BIR to resolve all relevant queries.
•    Respond to all BIR related queries from our agents, sales supports and internal staff.

8.    To perform any other job-related duties as assigned by the Team Leader/ Manager.

EDUCATION & EXPERIENCE: 
•    5 CXC/ CSEC passes Including Mathematics and English Language
•    2 A’ Level/ CAPE passes
•    LOMA 280, 290, ACS 100 and all related parts
•    Certificate in Customer Service
•    At least 2 years insurance experience in the Insurance Industry.
•    Knowledge of all company products.

ADDITIONAL REQUIREMENT:
As a regulated entity with obligations under the Know Your Employee guidelines, a Certificate of Character is required.

PERSON SPECIFICATION: 
The Client Acquisition Assistant must be self-motivated and vibrant. He/ She must be able to demonstrate the ability to use initiative and should possess the ability to work under stress. The Case Officer must be able to effectively, motivate fellow members of staff to perform under stressful conditions.  The Case Officer must possess very good communication and interpersonal skills. The incumbent must be able to effectively manage time and resources and must be decisive and therefore must possess the ability to make effective decisions in a prompt manner.