Client Experience Associate (Contract)

While we appreciate all applicants, only applications received via Sagicor's career portal https://career4.successfactors.com/sfcareer/jobreqcareer?jobId=59354&company=sagicorfinP2 will be considered

Looking for a diverse and rewarding career? If you're looking to grow your career within a stable and growing financial services company, then Sagicor may be right for you!"

Sagicor Group Jamaica Limited is seeking a suitable candidate to join our Group Client Experience team in the capacity of:

 Client Experience Associate (Contract)

 Provide quality assistance to the Group Client Experience Management team in their mandate to enforce service standards and procedures.

Aid in assessments geared towards the enhancement of the client relations of the Sagicor Group Jamaica Limited, Sagicor Life of the Cayman Islands and any other associated entities to ensure alignment with the objectives of the Group.

Location: Kingston

As A Client Experience Associate, you will:

• Identify the reasons clients contact the company through the analysis of client feedback and other reporting and share concerns and recommendations with the leadership team for further action.
• Speak fluently on the client service standards and operational objectives in place to the enhance the client service and experience within the Group.
• Review all assigned responses from the Client Experience survey activities that are under the direct management of the Client Experience department.
• Compile weekly reports to provide insight to the responses reviewed to include but not limited to areas of priority for further action, commendations and any other areas of focus which will be communicated by the leadership team as required.
• Benchmark Insurance, Banking, Investments and other service standard levels with a view to lead best practices both internally within the Group and externally for the clients.
• Assist in monitoring the Complaint Management Portal to ensure that complaints are assigned and resolved as per service level standard.
• Assist in the submissions required for monthly and ad hoc reports.
• Perform any other related duties that may be assigned.

What do you need?

• • Minimum of a Diploma or Associate’s Degree in Business Administration, Management Studies or equivalent from a recognized tertiary institution.
  • Successful completion of ACS designation would be an asset.
  • At least two (2) years’ working experience within the financial services or insurance industry with a client-centric focus.
  • Demonstrates understanding of Client Experience- its discipline, design and measurements with a focus on the Net Promoter Score (NPS).
  • Excellent and effective oral and written communication skills.
  • Demonstrable persuasiveness, empathy and tact.
  • Excellent time management skills and ability to work under pressure.
  • Experience using service recovery techniques to rebuild trust, inspire confidence and drive client loyalty.
  • Sound knowledge of computer software packages including word processing, spreadsheet and PowerPoint applications.
  • Excellent problem-solving, analytical skills and detailed oriented.
  • Knowledge of the Sagicor Group’s operations, products and systems.

If this role is of interest to you, kindly submit an application via Sagicor's career portal no later than August 4, 2023

While we appreciate all applications, only shortlisted candidates will be contacted.