Customer Experience Executive – GLICO GROUP

Job Description

Main Responsibilities
1.Maintain a positive, empathetic, and professional attitude toward customers at all times to buiMain Responsibilities:
Recruitment, Training and Retraining
Selling of Company’s Products
Identify training needs of the Individual Life workforce and prepare calendar for implementation on quarterly and annual basis.
Ensure effective coordination and training of all CSEs and Sales Managers during onboarding as well as continuous development of same.
Liaise with Sales Managers and track Sales Team attrition and report same to Management.
Develop and update training manuals, online learning modules, and other educational materials for Individual Life to meet current sales, product enhancement and strategies.

Communication & Working Relationships
Chief Sales Officer
Sector Manager Managers
Underwriting Department
Premium Admin Unit
Claims Department
ICT Department
Policy Administration
Finance Department

Knowledge/Skills/Abilities/Competencies:
Strong Team Player
Good Communications and Presentation Skills
Good Managerial and Leadership Skills
Analytical Thinker
Good Customer Service
Technology Savvy

Education/Training/Experience:
First Degree in Marketing or a related field
Diploma in Insurance is an added advantage
Master in Business Administration or related field
A minimum of 5-15 years of experience in the Life Insurance industry

Key Result Areas:
Daily, Weekly, and Monthly Reporting
KRA and Daily submission reportingld trust and loyalty.
2.Engage customers with lapsed or outstanding payments, encourage timely settlements, and support policy reinstatements to secure coverage.
3.Ensure prompt claims notification and final payment.
4.Follow through with the Finance/ Claims Department and support the customer throughout the claims journey to build trust.
5.Sell and cross-sell insurance products and policies, educating customers to boost adoption, top-up premiums, and mobilise revenue.
6.Implement retention strategies, including Birthday connect calls, loyalty incentives, and personalised outreach to avert policy surrenders and enhance satisfaction.
7.Generate leads to contribute to wallet share, attain revenue targets and expand the customer base.
8.Follow up on non-deducted premiums and underpayments, reinitiating deduction efforts to secure premium inflows and reduce lapses.
9.Maintain ownership of customer enquiries, complaints, and requests, ensuring timely resolution and escalating complex issues when necessary.
10.Promote customer feedback and adoption of all GLICO Life campaigns and promotions.

Knowledge/Skills/Abilities/Competencies
1.High sense of customer focus; consistently prioritises customer needs to drive service
excellence and organisational success.
2. Works effectively across Departments to achieve shared goals and ensure seamless service delivery.
3.Demonstrates strong understanding of GLICO Life’s products and services, with the ability to educate and influence customers toward adoption
4.Committed to enhancing processes, service delivery, and customer satisfaction through proactive innovation.
5.Ensures compliance, accountability, and trust in all customer engagements.
6.Engages diverse customers and stakeholders effectively, resolving issues with clarity and empathy.
7.Proficient in MS Office (Excel, Access, Word, PowerPoint) and experienced in using CRM platforms to manage customer interactions and reporting.
8.High ethical standards and integrity, ensuring compliance, accountability, and trust in all customer engagements.

Work Conditions & Requirements
* Access to CRM (3CX/Zoho)
* Computers
* Phone line
* Access to Smart Life

Education/Training/Experience
* 1-2 years relevant experience in Life Insurance Business, Marketing, etc.
* Exposure to sales and cross-selling techniques, with the ability to identify opportunities for
product adoption and revenue growth.
* Diploma in Insurance is an added advantage.