Madison Life Insurance Company Limited invites applications from suitably qualified and experienced individuals to fill in the following position in the newly established Health & Travel Insurance Division:
Customer Services/ Account Manager (2 positions)
This position serves as the primary service contact for the client and is responsible for client satisfaction including marketing and analytical support. This position is expected to consistently provide excellent customer service to accounts, as well as represent client need and goals within the organization to ensure quality.
Reporting to the Head of Health & Travel Division the purpose and role of Customer Services Manager is as follows:
  • Manage a book of business comprised of clients that are located both locally and nationally that are mostly fully insured, but may include some self-insured clients.
  • Control and coordinate the implementation process of new business and renewals, including group meetings, enrollment, submission, and deliver of administrative materials. Administer renewals including preparing appropriate contractual changes.
  • Responsible for acting as the primary contact between clients and MLife and retaining clients through customer service which includes open and clear communication channels with clients, producers and internal partners. Ensure accurate and timely responses occur between all parties.
  • Utilize analytical tools and resources to develop alternative strategies, plan modeling and cost reduction opportunities.
  • Identify problems, summarize and develop strategic solutions with the client by incorporating the company’s culture, mission and future staffing needs into recommended strategic solutions.
  • You are expected to attend client meetings on site at their location(s).
  • As needed, preparation of materials needed for client meetings including but not limited to agendas, reports, calendars, etc.
  • You are expected to have regular client contact as established by the client service calendar and renewal timeline. Client contact will include all methods: electronic, telephonic and in person.
  • Communicate due dates, timelines and expectation to clients and partners.
  • Install new group insurance contracts for existing clients or new clients effectively utilizing resources to match client needs.
  • Conduct on-site meetings to communicate to employees and/or administrator about their benefit plans.
  • Develop employee memorandum drafts for client to communicate the following; annual renewal changes, enrollment procedures, miscellaneous benefit changes and/or clarifications.
  • Provide resolution support and oversight of membership queries such as enrollment and billing issues.
  • Other miscellaneous duties as assigned.
  • Full grade twelve certificate with at least a merit in Mathematics & English;
  • Full ACII/AIISA or equivalent professional qualification;
  • Minimum 5 years of experience in customer service industry or related marketplace
  • 4 year college degree or industry specific designation preferred.
  • Prior customer service experience is preferred.
  • High level of computer literacy including working knowledge of Windows2007, Excel, Word and PowerPoint.
  • Sets priorities and manages work flow independently to ensure efficient, timely and accurate processing of transactions and other responsibilities.
  • Enthusiastic attitude, cooperative team player, adaptable to new or changing circumstances, professional demeanor, sensitive to client needs, self-motivated, creative and innovative.
  • Interact with others effectively by utilizing good communication skills, cooperating purposefully and providing information and guidance, as needed, to achieve the business goals of the company.
  • Develop and maintain excellent carrier relationships.
  • Promote teamwork by sharing experiences, assisting others when help is needed and maintaining a positive and professional attitude.
  • Strong ability to problem solve, make independent decisions with minimal oversight, set and meet deadlines, communicate, negotiate, work under pressure, organize, prioritize, manage multiple tasks and operate in a fast paced environment.
  • Keep informed and further industry education, new product knowledge, legislation, coverage’s and technology to continuously improve knowledge and performance.
  • Refined verbal and written communication skills.
  • Strong presentation skills.
  • Good at attention to detail and ability to self-check work.
  • Ability to carry out complex tasks with many concrete and abstract variables.
  • Maintains valid driver’s license
Interested applicants with the requirements stated may submit their applications electronically via email consisting of letter and CV only, in a single document, to the Group Human Resource Manager on Please indicate the job title in the subject of your e-mail and use your full name as the filename of your application.
The closing date for accepting applications is 25 March 2016. Note that only shortlisted candidates will be contacted.
Please note that MLife is an equal opportunity employer.
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