Customer Operations Associate - Tanzania

About Turaco

It is existentially urgent to figure out a way to insure people who are not insured. Turaco’s mission is to free people from the fear of financial shocks. Our 25-year goal is to insure a billion people, doubling the number of people insured in the world.

Turaco is a high-growth, well-capitalised fintech start-up in Africa that brings a new innovative insurance model to emerging customers. Turaco offers subscription-based insurance for the mass market bundled with regular transactions that people are already doing. Turaco works through partners to provide affordable insurance products that add real value to people’s lives. At Turaco, we value simplicity, communication, and transparency and strive to transform how insurance works. When it comes to claims, our goal is to make the process as simple as possible and pay out fast.

Turaco embraces diversity and inclusion in the workplace - we’re building a team where our differences complement each other and make us stronger. We prohibit discrimination and harassment of any kind based on race, colour, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic.

Since launching in February 2019, Turaco has cumulatively insured 4 million customers to date. Over the next 24 months, we are on track to triple in size, and we’re looking for team members who can grow with us. To learn more, visit www.turaco.insure

About the role

The Customer Operations Associate will report to the Customer Operations Lead. As we launch our operations in Tanzania, this role will be based in Kenya while exclusively serving the Tanzania market, using our Kenya office as a strategic operational hub. The ideal candidate must be Tanzanian, whether currently living in Kenya or Tanzania. Candidates currently based in Tanzania must be willing to relocate to Kenya for the role.

The Customer Operations Associate is Turaco's direct point of contact with our customers and is accountable for what those customers experience. This contact reaches customers through several channels, including phone, WhatsApp, other approved digital channels, and in person in the field. The Associate is expected to work across all of these channels, explaining insurance products, benefits, and payment methods clearly; guiding customers through claims accurately and on time; and spending regular, planned time at partner branches and in the communities our customers come from, supporting partner teams and bringing back insights from the field.

Where Turaco's approved AI tools support customer and claims work, the Associate will be expected to use these tools while also checking and reviewing their output before it reaches a customer, and escalating recurring errors to help improve the tools over time.

The role covers the full breadth of Customer Operations work, and this breadth is central to the position rather than incidental. Claims administration, customer surveys and Voice of Customer activities, outbound and IVR campaigns, backlog clearance, and partner engagement are all core responsibilities. The Associate is expected to be able to take on any of these activities and move between them as Customer Operations priorities require, with the appropriate training, tools, and support provided.

Roles and responsibilities

              Contact Center

             ● Explain product features, benefits, eligibility, claims requirements, and other
                relevant information to potential and existing customers.
             ● Respond to customer inquiries through phone, WhatsApp, and other approved
                customer support channels.
             ● Understand and strive to meet or exceed agreed Customer Operations service
                   levels and performance metrics.
             ● Learn and maintain strong knowledge of all relevant Turaco products and
                partnerships.
             ● Register and update customer information accurately in TACO and other
                  approved systems.
             ● Address customer inquiries relating to products, policies, claims, and customer
                support within agreed timelines.
             ● Respond efficiently and accurately to customers, provide clear solutions, and
           ensure customers feel valued.
             ● Follow up on unresolved customer issues and escalate cases that cannot be
                resolved at first contact.
             ● Maintain accurate notes and records of customer interactions.
             ● Support inbound and outbound customer campaigns as assigned.

       Customer Engagement and Outbound Activities

● Contact customers for onboarding, education, product awareness, claims
follow-up, and other approved Customer Operations campaigns.
● Support upsell or cross-sell activities where these form part of an approved
customer campaign.
● Follow up on initial customer contacts where further action is required.
● Use approved scripts while adapting communication appropriately to the
customer's needs.
● Meet agreed activity, response and completion targets for assigned campaigns.
● Support customer surveys, feedback collection and other Voice of Customer
activities.
● Support IVR and other customer communication campaigns, including follow-up
where required.

   
Claims Administration
● Initiate, investigate and process claims reported by customers.
● Communicate with customers, next of kin, medical service providers, partners and
colleagues to obtain information required to process claims.
● Follow up on missing claims documentation and help customers understand what
is required.
● Review claim information, policy details and supporting documentation in line with
approved claims processes.
● Support claims assessment and settlement decisions in line with approved
guidelines and authority levels.
● Keep claims records, notes and statuses accurate and up to date in TACO.
● Follow up on aged, pending and stuck claims and escalate blockers promptly.
● Support claims verification activities, including customer, provider or document
verification where required.
● Detect and escalate suspected fraud or unusual claims activity while
safeguarding customer dignity.
● Ensure claims are handled within agreed turnaround times and Customer
Operations service standards.Operational and Team Support
● Support backlog clearance and other priority Customer Operations activities
when required.
● Work across customer support, claims and other Customer Operations activities
based on workload and business priorities.
● Support other Turaco markets or teams where additional capacity is required and
appropriate training has been provided.
● Participate in product launches, customer onboarding activities and operational
projects where Customer Operations support is required.
● Raise recurring customer, claims, or process issues to the Customer Operations
Lead for resolution.
● Follow agreed SOPs, escalation processes, and operating procedures.
● Complete assigned actions and operational follow-ups within agreed timelines.

Field and Partner Support
● Participate in branch, partner, agent, DSR, Loan Officer or customer field activities
as required.
● Spend regular, planned time at partner branches and offices, and in the
communities where Turaco customers are based.
● Train, coach and support partner staff at their own locations on Turaco products,
customer handling and claims documentation requirements.
● Observe firsthand where claims get stuck or where customers struggle with Turaco
processes, and bring those findings back to the Customer Operations Lead so that
they can be addressed.
● Support product and claims education during approved field engagements.
● Assist with customer sensitisation, surveys, customer follow-up and feedback
collection during field visits.
● Capture and escalate customer, agent and partner feedback identified during
field activities.
● Support post-launch and refresher activities where required.
Turaco will provide the required approvals, logistics and reasonable resources for
assigned field activities.

Quality, Performance and Compliance
● Meet agreed Customer Operations performance standards, including service
levels, productivity, claims turnaround time and quality measures.
● Maintain accurate customer, claims and operational records.
● Participate in QA reviews, coaching, refresher training and product knowledge
assessments.
● Apply feedback from QA and coaching sessions to improve performance.
● Escalate customer, fraud, compliance, legal or operational risks promptly.
● Maintain confidentiality and handle customer information in line with Turaco
policies and applicable requirements.

Key Performance Measures
Performance will be assessed using relevant Customer Operations measures, which may
include:
● Customer response and resolution turnaround times.
● Inbound call service levels.
● WhatsApp service levels.
● Claims turnaround time.
● Claims processed per associate.
● Aged and pending claims.
● Quality assurance scores.
● Customer satisfaction and feedback.
● Accuracy of TACO and customer records.
● Completion of assigned campaigns and follow-ups.
● Attendance and schedule adherence.
● Completion of agreed actions and operational tasks.
● Completion of agreed field visits and field engagement plans.
● Completion, timeliness, and quality of assigned AI output reviews and QA checks.
● Correct and consistent use of approved AI tools.

Role Flexibility
Customer Operations requirements may change as Turaco introduces new products,
partners, systems, tools, and ways of serving customers.

The Customer Operations Associate may therefore be required to support different
Customer Operations activities from time to time, provided that the work remains
reasonably connected to customer service, claims, customer engagement and
Commercial Operations, and that the appropriate training, tools and support are
provided. There is no fixed split of time between the activities.

Field engagement carries no standing expectation of overnight travel. Where an
activity would require an overnight trip, it will be planned in advance, and no one is
expected to take it on where personal or family circumstances do not allow. The
Associate should raise this with the Customer Operations Lead so alternative
arrangements can be agreed.