Background

Turtle Insurance Brokers, established in 2016, is one of Zambia’s leading independent insurance brokers, focusing on consultancy services in insurance broking and risk management. For more information, see turtleinsurance.net

The company seeks to fill the following position:

Position: Client Services Representative

Department: Client Services

Job Outline

We are seeking an organised and driven individual to join our Client Services Team. The successful candidate will uphold high service standards, handling a group of clients and their ever-evolving insurance needs. They would serve as the key link, communicating flawlessly between clients and internal teams. The role holds the responsibilities of client visits, effective communication, client retention, and renewal processing, reminders for premium payments and claim documents, and explaining quotations and policies.

Key Responsibilities

• Engage clients for renewals and ensure completion before policy expiry
• Agree payment terms and ensure payment plans are signed before confirmation of cover
• Deliver hard copy policy documents and explain policy details
• Collect premiums as per the agreed payment plan
• Attend to clients’ insurance needs post placement
• Attend to client queries and update KYC forms/client dashboards regularly
• Conduct regular client visits to review services and any pending claims
• Work seamlessly with all internal teams to uphold client satisfaction
• Promote use of the client portal for policy access and claims reporting

Requirements

• Working practical insurance knowledge
• Efficient communicator
• Ability to build and maintain relationships with clients
• Commercial awareness
• Proficiency with CRM/MS-Office software
• Email and documentation discipline

• Engage clients for renewals and ensure completion before policy expiry
• Agree payment terms and ensure payment plans are signed before confirmation of cover
• Deliver hard copy policy documents and explain policy details
• Collect premiums as per the agreed payment plan
• Attend to clients’ insurance needs post placement
• Attend to client queries and update KYC forms/client dashboards regularly
• Conduct regular client visits to review services and any pending claims
• Work seamlessly with all internal teams to uphold client satisfaction
• Promote use of the client portal for policy access and claims reporting

• Working practical insurance knowledge
• Efficient communicator
• Ability to build and maintain relationships with clients
• Commercial awareness
• Proficiency with CRM/MS-Office software
• Email and documentation discipline