Job Purpose: To manage servicing and retention of SME accounts by delivering proactive relationship management, timely policy servicing, and effective issue resolution. The role acts as the primary point of contact for assigned clients and intermediaries, ensuring a seamless customer experience, high service quality, and achievement of retention and premium growth objectives.
Job Responsibilities:Client Relationship Management Serve as the primary relationship contact for assigned SME clients and intermediaries. Build and maintain strong relationships with key client stakeholders and decision-makers. Conduct regular account reviews, client meetings, and service visits to understand evolving business needs. Support customer retention through proactive engagement and service excellence.
Account Servicing & Policy Administration Manage policy servicing activities including endorsements, renewals, amendments, certificates, and policy documentation. Coordinate with underwriting, operations, claims, and finance teams to ensure timely service delivery. Ensure accurate and timely processing of client requests in accordance with service standards.
Query & Issue Resolution Respond to client and intermediary queries within agreed service levels. Resolve service issues and escalations through effective stakeholder coordination. Monitor open requests and ensure timely closure and communication.
Account Retention & Growth Support Support achievement of renewal retention and premium targets for assigned accounts. Identify cross-sell, upsell, and account expansion opportunities and refer leads to relevant business teams. Assist in renewal planning and account retention strategies.
CRM & Customer Data Management Maintain accurate records of client interactions, servicing activities, and opportunities within CRM systems. Ensure customer data quality and completeness. Track account activities, service commitments, and follow-up actions.
Service Quality & Governance Ensure compliance with service protocols, operational procedures, and regulatory requirements. Adhere to account visitation plans and customer engagement standards. Support continuous improvement initiatives aimed at enhancing customer experience.
Reporting & Performance Monitoring Monitor account performance, service metrics, and customer feedback. Prepare reports on account activities, retention performance, and service levels. Escalate risks impacting customer retention or service delivery.
Skills for the Success of the Role Client Relationship Management Account Management Insurance Operations Customer Service Management Complaint Resolution Stakeholder Management Negotiation & Influencing Data Management & Reporting Bilingual Communication (English & Arabic)
Qualifications required for the role:Graduate of any Bachelor’s Degree 2-3 years of experience in client servicing, relationship management, account management, or insurance operations. Certificate in Insurance (CII) or equivalent, Customer Service Certification, and Relationship Management Certification, is preferred. Strong communication, customer service, and stakeholder management skills.