He /She is the point of contact with SME corporate account. In other words, his/her daily tasks & responsibilities are to manage the client’s policy account (other than claim and addition/deletions) and maintain a regular relationship with the customer.
- Maintaining a healthy and efficient relationship with the Customer to ensure a satisfactory level of service aiming for a high retention.
- Maintaining daily emails inquiry by :
- responding promptly (within 24 hrs.)
- sending acknowledgement
- coordinating with Insurers
- following up on pending issues timely with Insurers
- Handling complaints through emails to maintain records and liaise with Lea to coordinate with compliance while escalating internally, if required, for course of action
- Receiving new business orders after policy implementation
- Working on renewals by following up terms with Insurers 45 days prior to expiry or more based on client request
- Engaging with client renewal discussion 2 months (SME $50K and above) and 45 days (SME below $50K) prior to renewal and agreeing on necessary action plan with the support of Lea
- Cross selling
- Monitoring regular process and implementation procedure
- Arranging alternative quotations if required by the client
- Submitting a comparison to the client and engaging the negotiations with the support of Lea
- Visiting the client for renewal closing with Lea and Consultant if available
- Following up regularly and timely with Policy Admin Team on implementation to ensure reception of docs on time and deliver a prompt service to clients.
- Checking policy documents and respective documents prior to releasing to clients.
- Assisting client with addition/deletion escalation by coordinating with Insurer and/or addressing it internally to Lea
- Assisting client with claim escalation by coordinating with Insurer and/or addressing it internally to Lea
- Escalating any technical issue or area of trouble, when need be, to Lea
- Visiting clients as and when the need arises with Lea/Consultant
- Arranging product presentation to clients when requested
- Providing assistance/procedures to all clients about their insurance policies in regard to reimbursement processes, authorizations, general enquiries etc. by providing them with the necessary information/procedure templates, etc…
- Responsible to close respective accounts by clearing any premium outstanding and providing COC to client/s
Communications with external parties:
- Insurers: All insurers on Nexus panel, either through, broker relation manager or admin team directly.
- Clients: Designated SME Nexus Corporate clients