About US:

The UAP Old Mutual Group is an integrated Financial Service business comprising Faulu Microfinance Bank, UAP and Old Mutual. The Group, which is operational in East Africa services to more than 1.2 million customers across Kenya, Uganda, Tanzania, Rwanda and South Sudan. The UAP Old Mutual Group now comprises of three key players as a result of the acquisition of a controlling stake in Faulu in 2014 and UAP in 2015 by Old Mutual. The acquisitions resulted in Old Mutual Kenya UAP Holdings and Faulu Microfinance Bank, forming one of the largest financial services groups with a growing footprint in East and Central Africa. UAP and Old Mutual have been major players in the financial services market in East Africa for decades. The two entities have vast experience in Insurance, Investment, Asset Management and Banking, and are passionate about helping our customers achieve their financial goals.

Job Summary:   A Temporary employee who will promote and maintain a high quality, professional and customer-centric company image to customers and other stakeholders, provide excellent client experience to customers and Business stakeholders, work as part of a team in the implementation of the customer experience strategy and the overall strategic objectives of the business and achieve the set KPIs, client retention, premium collections and business growth targets

Key Duties and Responsibilities:

• Effecting high quality engagements for walk-in clients as per the set objectives and standards.
• Responsible for always maintaining a pleasant ambience & look-and-feel of the front office.
• Cultivating pleasant customer relationships through building quick rapport, pleasant engagements & empathy.
• Developing and maintaining positive internal services and work relations with colleagues and stakeholders
• Implementing the complaint management procedure clients as enshrined in both the Customer Service Charter and Processes manual.
• Continuous business growth through up-selling and cross-selling techniques while engaging customers and generating referrals.
• Support on continuous Customer Data Quality campaigns.
• Providing support on administrative functions.
• Preparation of periodic Reports as required.
• Any other duties as and when assigned by the Line Manager.

Qualifications, Skills and Experience:

• The applicant must hold an Honours Degree (Hons) (Required)
• Skills: Business, Complaint Management, Customer Data, Customer Experience (CX), Customer Relationships, Customer Retentions, Customer Service, Empathy