Customer Experience Executive – Premium Administration at Prudential Life Assurance Kenya, Nairobi

Prudential Life Assurance Kenya is seeking a Customer Experience Executive for Premium Administration in Nairobi.

Company Overview

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Prudential is one of the world’s oldest, largest, and most reputable insurance companies, dedicated to helping individuals and families plan and protect their futures for over 169 years.

 

Principal Accountabilities

  • Develop and manage strong relationships with employers and banks to ensure effective setup and collection according to customer mandates.
  • Design and oversee the customer premium payment journey, ensuring customers are well-informed before and after automatic collections to enhance collection success rates.
  • Maintain comprehensive analytics on collections to inform strategies for successful collections, address failures effectively, and provide insights on business quality.
  • Ensure accurate allocation of all received premiums, validating that system logic for premium allocation remains relevant and identifying any misallocated premiums for correction.
  • Keep the collections database updated to prevent requests for NTUd policies, lapsed, or matured policies, and engage stakeholders to identify and resolve unallocated amounts.
  • Ensure compliance with AML regulations by identifying and flagging transactions above statutory thresholds or those that appear suspicious, maintaining a register for regulatory inspections.
  • Collaborate with banks, employers, and customers to recover defaulted premiums.
  • Provide insights to financial advisors on mandate setup to facilitate successful onboarding and reduce policy inception turnaround time.
  • Maintain accurate records of all premium administration processes, service level agreements, and generate regular reports to demonstrate adherence to established turnaround times (TATs).
  • Conduct regular reconciliations of allocated premiums against banked amounts and financial reporting systems.
  • Work towards implementing an automated host-to-host interface (bank and Mpesa) for immediate and accurate premium allocation without manual intervention.
  • Perform any other duties as assigned by the head of the section.

Qualifications Required:

  • Bachelor’s degree in a business-related or analytical field.
  • 2 to 3 years of experience in the financial sector or in an accounting role; experience within the insurance industry is a plus.
  • Any professional qualification or progress in Insurance or Accounting is advantageous.

Prepare Before You Apply

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Method of Application

Interested and qualified candidates are encouraged to apply at Prudential Life Assurance Kenya on prudential.wd3.myworkdayjobs.com.

How to Stand Out for This Job

  • Highlight relevant experience: Emphasize previous roles in customer service or finance that demonstrate your ability to handle inquiries and resolve issues effectively.
  • Showcase your communication skills: Provide examples of successful customer interactions, focusing on clarity and empathy.
  • Demonstrate problem-solving abilities: Share specific instances where you identified customer needs and implemented solutions that improved their experience.
  • Familiarize yourself with Prudential’s values: Research the company’s mission and values, and align your application to reflect how you embody these principles.
  • Utilize metrics: Include quantifiable achievements in customer satisfaction or retention rates to illustrate your impact in previous positions.

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