Account Officer

Job description:

This position is primarily responsible for creating a positive customer experience by addressing customers' queries and concerns and effective servicing of their Property and Casualty (P & C) insurance needs in a professional, friendly and caring manner.

ESSENTIAL FUNCTIONS:

Customer Servicing

• Develop rapport with existing and prospective customers to ensure smooth and long-term relationship. Schedule regular visits to assigned Accounts (Key Accounts – non active).
• Attend promptly to emails or incoming calls and ensure that concerns or requests are given appropriate action in a timely manner.
• Monitor and instruct Principals for policy and/or endorsement requests and provide feedback on the status of transactions requested by the customers.
• Consolidate underwriting information in coordination with underwriting group for insurance program preparation.
• Advise/Elevate all key developments on the account to ensure smooth coordination of all activities of clients and the status of their accounts.
• Maintain monitoring log sheet of customers' activity lists and the detailed electronic and paper files for reference, to keep track of renewals and maintenance of existing accounts.
• Resolve or escalate concerns so that customers are adequately informed of the actions being undertaken and assured that their concerns are being addressed.
• Assist customers on claims issues or concerns in close coordination with the Claims Group.
• Coordinate with concerned employees or work units for the resolution of customer complaints.
• Assist in business generation activities for existing and potential customers.
• On time collection of all issued policies within the agreed timeframe with Finance.
• Initiate / offer other insurance products (Life / Non-Life) to existing clients by way of introducing said products. Coordinate with the concerned and respective groups and oversee relationship with existing clients.

Reporting and Records Management

• Prepare and submit regular Weekly Renewal Reports or Daily Updates, as needed.
• Escalate promptly customers' concerns related to policy renewal.
• Retrieve and protect policy records in compliance with the guidelines set by the Company.

Others:

Undertake additional tasks and responsibilities that may be reasonably expected of the role and as necessary in order to achieve the Company's goals.

REQUIREMENTS:

Education: College graduate with a degree in any business or management related discipline.

Experience: At least three (3) years of relevant work in the non-life insurance industry.

Competencies:

Technical or Functional Competencies (knowledge and skills necessary in order to perform the duties and responsibilities):

1. General Insurance Principles & Practices: Knowledge and understanding of the insurance market, the basic insurance principles and the ability to apply them.

2. Product Knowledge: Knowledge and understanding of products and services offered by the Company.

3. Use of Office Technology: Ability to utilize equipment, office software (i.e. MS Office, Customer Relations Management (CRM), Centralized Collection and Delivery System (CCDS) to effectively perform the job.

4. Policy Issuance (New Business and Renewal) Guidelines & Procedures: Familiarity with the guidelines and procedures in the end-to-end process of policy issuance, renewal and policy contract delivery to the customers.

5. Communication (both oral & written): Ability to transfer or convey thoughts and express ideas effectively orally or in writing to individuals or groups.

6. Telephone Skills: Knowledge and understanding of telephone communication principles and techniques and the ability to apply them to communicate with customers in a business-like or professional manner. Include listening skills, handling irate customers, handling complaints, etc.

7. General Accounting Knowledge: Knowledge and understanding of the accounting general rules and concepts.

Behavioral Competencies (Key interpersonal and personal skills and abilities that assist the individual to become highly effective in the specific role)

1. Customer Service Skills: Making customers and their needs a primary focus of one's actions; developing and sustaining productive customer relations.

2. Attention to Details: Thoroughness in monitoring work or information and in accomplishing tasks through concern for all the areas involved, no matter how small.

3. Analytical Thinking: Ability to identify issues, obtain relevant information, relate and compare data from different sources, and identify alternative solutions.

4. Interpersonal Skills: Ability to develop and maintain collaborative working relationships with others in order to encourage and support communication and teamwork and achieve goals of the work unit.

5. Problem Solving: Ability to identify problems, determine possible solutions, and actively resolving the issues.

RELATIONSHIPS:

Internal Work Units/Direct Insurers: Information or action needed to answer queries or to resolve concerns of customers.

Customers: Completion of requirements or resolution of concerns related to Property and Casualty insurance.