PURPOSE:

To manage client relations in respect to retirement benefits schemes members in accordance with RBA compliance requirement.

Primary Responsibilities:

• Handle scheme members service issues and queries
• Escalate member queries to the relevant job role and communicate feedback to the member;
• Promote organizations customer service charter
• Conduct member education and training on benefits management and updates on relevant regulatory changes
• Conduct training of intermediaries and branch customer service representatives on retirement Benefits Products Administration Matters
• Plan and organize for retirement Planning trainings for members of schemes intermediaries and participating employers
• Design and management of member relations tools
• Preparation of reports on member education requirement and activities
• Report on business compliance to the necessary regulatory requirements
• Support all CIC Life Retirement Benefits Business Events
• Develop and maintain good working relations with all the CIC Group Distribution Channels and Internal customers
• Conduct scheme members, pensioners/annuitants and beneficiaries’ existence audits
• Provide input for the customer service reports
• Keeping up to date with regulations affecting the members of retirement benefits schemes
• Perform any other duties assigned from time to time

Person Specifications

Academic Qualifications

• Bachelor’s Degree in Business or in a related field Actuarial Science, Mathematics/Statistics

Experience

• Minimum (3) years of experience in a similar role

Professional Qualifications

• Customer service, Sales and Marketing qualification will be an added advantage
• Progress towards AIIK or ACII, FSRI Credit

Skills and Attributes

• Superior interpersonal, communication and presentation skills
• Problem solving skills
• Understanding of the working environment /competitors
• In-depth knowledge of the retirement benefits sector
• In-depth knowledge of regulations by RBA, AKI and IRA