Relationship Officer – Corporate

CIC Insurance Group Plc, established in 1968, is a leading Kenyan insurance company that provides a comprehensive range of banking and financial services. It is dedicated to offering innovative insurance solutions across various sectors.

The Relationship Officer, reporting to the Senior Manager – Client Retention, is tasked with fostering robust, enduring client relationships to ensure business retention and expand revenue. A primary focus is on the medical sector, where the officer will provide exceptional customer service to improve client satisfaction, encourage repeat business, boost client lifetime value, and secure valuable referrals. The role also involves strict adherence to all regulatory, statutory, and internal compliance standards, contributing to positive audit ratings, and managing risks effectively within their scope.

1. Coordinate the dispatch of renewal notices and confirm renewals through active client engagement.
2. Initiate renewal meetings with clients or intermediaries.
3. Assist in the preparation and review of tenders for existing schemes.
4. Conduct quarterly performance and service review meetings with clients to identify and address service gaps.
5. Train scheme members on policy awareness and optimal utilization practices, including hospital access and benefit management.
6. Educate scheme members on Wellness Programs, promoting healthy living through medical camps and health talks, based on common ailments claimed.
7. Ensure timely and efficient follow-up on client inquiries, issues, reimbursement approvals, and other communications.
8. Communicate reimbursement payments and declines to clients.
9. Follow up with the Care Team regarding approvals for services that are not pre-approved or are delayed.
10. Coordinate consistent updates to clients via phone and email on any policy changes or improvements.
11. Receive and transmit all member addition and deletion instructions to the Medical Underwriting team.
12. Receive and transmit all invoices and credit notes to clients.
13. Share membership numbers and train members on healthcare service access.
14. Share monthly scheme funds reports by the 10th day of each month and ensure timely collection.
15. Share quarterly scheme utilization reports and plan quarterly performance review meetings with contact persons.
16. Follow up on historical and current debts.
17. Update the scheme's contact person daily on admission updates and death notifications.
18. Handle day-to-day queries via email, phone, or in person.
19. Ensure timely and effective follow-up on all client communications.
20. Share renewal endorsements, policy documents, and contracts.
21. Adhere strictly to all regulations, statutes, standards, practices, and internal processes and procedures.
22. Contribute to achieving a "good" rating in internal and external audits by performing duties to required standards.
23. Address all risk management requirements within your remit and escalate issues as necessary.

1. Bachelor’s degree in a business-related or relevant field.
2. A Diploma in Insurance is an added advantage.
3. Minimum of 3 years of relevant experience.