PURPOSE:

Reporting to the Assistant Manager – Client Relations, the Client Relationship Officer will support the implementation and maintenance of an effective and professional Client Relationship Strategy for Retirement Benefits clientele that will in turn contribute to acquisition and retention of clients when interacting with intermediaries and stakeholders.

PRIMARY RESPONSIBILITIES:

• Facilitate and submit documentation to contract out NSSF tier 2 for existing and new business
• Liaise with Pension Administrators to close on service delivery gaps identified during client visits and ensure they are resolved within timelines communicated to clients.
• Facilitate onboarding and receipting of new annuity businesses including processing of monthly payrolls, updating pensioner certificates of existence and update of pensioner data upon request
• Process commission & incentive payments to fully documented intermediaries on a bi-monthly basis
• Support attendance of quarterly trustee meetings, AGM’s and member education days to promote retention of employers within CIC sponsored & administered schemes
• Ensure proper filing of and soft copy storage of the documents entrusted by clients
• Escalate queries from CIC sponsored employer schemes to the relevant job role and communicate feedback
• Support client visits to employers within CIC sponsored schemes to evaluate client satisfaction levels and establish relationship management initiatives.
• Plan and organize for retirement Planning trainings for members of schemes intermediaries and participating employers
• Monitor and prepare customer TAT reports based on Service Level Agreements signed with CIC Sponsored Scheme employers and intermediaries to promote excellent customer experience.
• Support Retirement Benefit Advisors and processing their monthly payrolls.
• Support all CIC Life Retirement Benefits Business Events
• Support Assistant Manager – Client Relations in day today departmental administrative duties.
• Any other relevant duties as assigned from time to time.

 WORKING RELATIONSHIPS WITH:

• Employers within CIC Sponsored Schemes
• Financial Advisors and Independent Agents
• Internal Pension Administrators
• Retirement Benefit Advisors

GENERIC DUTIES:

• Documenting Financial Advisors and Independent Agents
• Liaising with Internal Pension Administrators to service client requests

Key Skills, Knowledge, Experience and Behavioural Competencies
Academic and Professional Requirements

• Education    Bachelor’s Degree    Bachelor’s Degree in Business, Insurance, Actuarial, Statistics/Mathematics

Experience Required: 

• Minimum of 2 Years work experience in a similar role