Position Summary :

  The Customer Support Officer is responsible for managing client accounts and supporting all operational aspects of medical insurance after sale.

Duties and responsibilities :

• Coordinate the placement and issuance of medical insurance policies after setup and confirmation from the technical team.
• Provide full support during the policy validation period, ensuring timely response to client inquiries and resolution of issues.
• Process policy changes including endorsements, additions, and deletions as per client requests or organizational requirements.
• Conduct regular visits and maintain ongoing communication with clients and insurance companies to ensure service quality and client satisfaction.
• Enter and maintain policy data accurately in the AIB portal and internal systems, ensuring up-to-date and error-free records.
• Assist clients with completing all required paperwork and documentation related to policy issuance, renewal, claims, and endorsements.
• Track and follow up on pending documentation to ensure smooth policy servicing.
• Coordinate with internal departments (underwriting, technical, claims, etc.) to ensure timely delivery of services and accurate information sharing.
• Monitor policy renewal dates and proactively communicate with clients regarding renewal terms, options, and documentation needs.
• Prepare and send policy summaries, client reports, and communications in a timely and professional manner.
• Provide support during audits or compliance checks by maintaining proper records and documentation.
• Handle inquiries and assist with the coordination of claims processes, ensuring clients receive timely support.
• Stay updated on product knowledge, insurance regulations, and changes in provider networks to better advise clients.
• Participate in training sessions and internal meetings to contribute to operational improvements and service excellence.

Skills

Client Satisfaction:

• Maintains strong client relationships by providing timely, accurate, and professional service that meets or exceeds expectations.

Attention to Detail:

• Demonstrates a high level of accuracy in data entry, policy documentation, and communication to minimize errors and rework.

Timely Policy Servicing:

• Ensures all policy placements, endorsements, and updates are processed promptly and within required turnaround times.

Proactive Communication:

• Keeps clients, insurance companies, and internal teams informed and aligned through regular, clear, and professional communication.

Regulatory Compliance:

• Follows all applicable insurance regulations, internal policies, and documentation standards with consistency and integrity.

Renewal Retention Rate:

• Contributes to client retention by managing renewals proactively, offering solutions, and minimizing service disruptions.

Technical Competency:

• Effectively uses insurance portals and office tools to complete tasks efficiently and maintain accurate records.

Problem Solving:

• Resolves client and operational issues quickly, using sound judgment and knowledge of insurance processes.

Team Collaboration:

• Works cooperatively with colleagues and other departments to ensure seamless delivery of services to clients.

Continuous Learning:

• Stays informed about industry trends, policy changes, and new insurance products to provide up-to-date guidance to clients