​

KRA 1: Delivers Excellent Customer Service

• Provide exceptional customer service, proactively addressing client inquiries, resolving issues promptly, and ensuring a positive experience:
• Upon receipt of any client inquiry (phone, email, etc.) acknowledge it promptly and provide an expected timeline for a full response or resolution.
• Provide clients with clear, accurate and concise information regarding their inquiries or concerns.
• When a client presents an issue, prioritize it based on the level of urgency while keeping the client informed of the resolution process; ensure that no issue is left unresolved and continue to follow up with clients until the matter has been fully addressed and the client is satisfied.
• In all client interactions, maintain a professional, friendly and positive attitude to ensure that clients feel valued and respected.
• For inquiries that are beyond your scope, escalate them to the relevant department or senior management and ensure that the client receives an acknowledgment and expected timeline.

KRA 2: Manages Client Relationships

• Maintain a strong understanding of client needs and preferences; ensure timely and accurate communication with clients, maintaining consistent contact and building positive relationships:
• Ensure you have up-to-date and comprehensive profiles for each client, including their preferences, coverage details and any historical issues or special requests.
• Schedule regular meetings or calls with clients to review their needs, address concerns and ensure that the services they receive align with their evolving requirements.
• Ensure all client inquiries (whether by phone, email, or message) are responded to within the agreed service level agreements (SLAs).
• For ongoing cases or issues, provide timely updates to clients to keep them informed.
• Build trust by being reliable, consistent, and professional in all client interactions, demonstrating a commitment to their satisfaction and success

KRA 3: Supports Onboarding of New Business

• Assist the Business Development and Risk Solutions Teams by providing support for contracting and onboarding new clients; ensure that supporting documentation is accurately and timely completed:
• Assist clients in completing any necessary onboarding forms to ensure that all information is accurate and up to date.
• Double-check the accuracy of all client data provided in onboarding forms and contracts to ensure no discrepancies between the client’s details and the company’s records.
• Respond promptly to any requests for assistance from the Business Development Team and other departments involved in the onboarding process.
• Once the client is onboarded, provide ongoing support to ensure that they have a positive experience and that their accounts are properly set up for ongoing servicing.

KRA 4: Supports Retention & Cross-Selling

• Assist in maintaining existing client relationships and promoting CIB’s products and services to existing clients; contribute to achieving cross-selling targets within the assigned client portfolio:
• Help with sending regular updates to clients regarding their policies, renewals, and any changes to terms or services; Ensure all communication is clear and professional.
• Collect and record any feedback from clients regarding services, complaints, or suggestions. Ensure this information is forwarded to the relevant department or team for follow-up.
• Assist in creating and organizing product brochures, promotional material, and presentations that can be used by senior staff to present cross-sell opportunities to clients.
• Ensure that you are up to date on the latest life and general products and services offered by the company, so you can quickly direct clients to the appropriate service or product.
• Help schedule and confirm meetings between senior account managers and clients to discuss potential new offerings or cross-sell opportunities.
• Maintain records of cross-selling activities, such as the number of products offered, accepted, or rejected, to help track overall success and areas for improvement.

KRA 5: Supports Management of Risk & Compliance

• Contribute to maintaining compliance with CIB’s Risk Management Framework; in particular, ensuring that assigned client files are maintained according to company standards and procedures:
• Add new documents or information to client files according to company guidelines; Physically placing files in the correct storage system (e.g., filing cabinets, archive boxes) and uploading digital files to secure databases following the guidance and instructions set by the officer.
• Scan and upload physical client documents to the digital system. Ensure documents are correctly named and filed in the appropriate folders for easy retrieval.
• Gather the necessary client files for audit, organize documents and ensure that they are accessible for review
• Report to the officer any files that seem out of order or that do not comply with the company’s procedures or regulatory requirements
• Retrieve files when needed while following the appropriate protocols for accessing physical and digital records securely.
• When files are missing required documents, assist in following up with clients or internal teams to ensure the missing documents are submitted in a timely manner.