Customer Experience Executive

• Key Responsibilities
• Continually update the customer profile so that Liberty Life retains the most current information about the customer and is therefore able to provide them with personalized communication and solutions.
• Keep abreast and well-appraised on key investment and financial market events to provide customers with informed analysis of the markets and their investment solutions.
• Proactively ensure that the customer’s portfolio, as administered in our systems, is always up to date and that any issues identified are rectified before the customer has sight of them.
• Always provide convenience to the customer by informing them of all available touchpoints and eliminating all barriers to service while taking full ownership of customer issues.
• Receive, acknowledge, and action promptly all customer communication on email, telephone, text, or social media so that the customer experiences a seamless interaction with the business.
• Leverage existing strong bonds with customers to create loyalty and satisfaction.
• Ensure that the customer fully understands and appreciates the solutions that they have from Liberty Life and that these remain relevant even with the customer’s changing lifestyle; and advise the customer appropriately should an update to the solution be necessary.
• Ensure that the customer is always updated on the status of their products with Liberty Life and where gaps are identified in premium payment or servicing of loans, a solution is provided.
• Develop strong relationships with customers to understand their financial needs and thereafter propose appropriate Liberty Life solutions.

Qualifications & Experience:

• Bachelor’s degree
• CIM/MSK Certificate or ICX Membership would be an added advantage
• At least 2 years’ experience in a customer experience role in the insurance or financial services industry (desirable).

Skills & Competencies:

• Qualifications
• Familiarity with CX Metrics
• Competencies
• Strong interpersonal skills
• Ability to prioritize tasks and manage time efficiently
• Solutions-focused mindset