Partner Support Officer (190311-2) – Cassava Smartech

Job Purpose

Cassava Smartech is looking for versatile, energetic and dynamic Partner Support Officers to join Econet Insurance (Pvt) Ltd Team. The main purpose of the position is to ensure operational efficiencies by providing first level product support through effective management of the customer value chain ensuring customer satisfaction, retention and revenue protection.

Qualifications and Experience

• A Degree in Insurance/ Risk Management or equivalent
• A professional qualification in short term Insurance is an added advantage
• 1– 2 years’ experience in a similar or related environment
• Possess excellent communications skills.

Key Result Areas

• Monitors the system to ensure proactive management of customer experience in relation to the issuance of: Insurance on IceCash, ZINARA/ ZBC licensing and Promotional awards.
• Intervenes in the event of failed issuance of Insurance and/or ZINARA/ ZBC licensing and/or awards to ensure effective customer relation management and maintain market leadership.
• Conducts periodic system testing to ensure that anomalies are picked, escalated and tracked for resolution within acceptable timelines
• Participates in system and product development through active involvement in User Acceptance Testing and Post Implementation Review
• Provides first level support to Individual walk in clientele, Agents/ Brokers and the overall distribution channel by resolving first level queries and providing and interpreting relevant documentation if need be.
• Assists customers or client facing service centers in the claims submission process including but not limited to road side assist processes, panel beaters recommendation and first level document validation and communicates with clients where need be for assurance
• Ensures that all signed up partners are compliant with up to date signed SLAs, Contracts and Tax Clearance to facilitate payments of commissions or service rendered
• Maintains a cordial relationships with partners involved in the claim process including but not limited to companies that provide panel beating services, towing services, ambulance services truck
• Ensures that all received queries are resolved within set timelines