We are looking for a driven and customer-focused Insurance Operations Consultant to join our team. In this role, you will be responsible for selling insurance products, growing the insurance user base, and providing exceptional ongoing customer service and back-office support. Reporting directly to the Insurance Team Leader, you will engage with both new and existing clients, as well as those who have previously churned, ensuring that all sales are in compliance with regulatory requirements.
Your responsibilities will include updating policies, resolving payment issues, processing claims, and providing vital support to the contact center. You'll be working closely with internal teams and liaising with external clients to ensure a smooth and efficient customer experience.
Duties and Responsibilities (Include but are not limited to):
Assist customers with taking out insurance policies
- Contact clients to make a sale
- Follow the standardized sales process (i.e. the script)
- Ensure disclosures are read
- Confirm client details on the system
- Confirm date of birth and address
- Capture all required information about the spouse/family to be covered
- Capture all required information about the beneficiary
- Inform customers to update any outstanding information at a later stage
- Explain options for the payout
Update the applicable systems with sales/customer details
- Save all calls on ICFX
- Update the call log into the system
- Ensure the spreadsheet is updated after each call
Explain the cost and payment process for the relevant insurance policy option
- Ensure the customer understands different payment options for different covers
- Explain that payments can be made up until the 15th of the month
- Explain that payment can only be made for certain amounts and therefore may need to be made bimonthly or biannually
- Explain the SMS messages that the customers will receive
Manage own professional and self-development
- Monitor and manage own targets
- Attend monthly and bi-annual KPI meetings with Head of Wallet and VAS
- Attend all required training courses for new products
- Listen to recorded calls of other Insurance Consultants and provide coaching and constructive feedback once a week
- Attend weekly team strategy meetings
Key Requirements
- Grade 12 or equivalent
- Mukuru call centre training course
- Understanding and speaking of Shona (Essential)
- FSB Registration (Essential)
- 1 year Customer Service/Sales experience
- Call centre experience (Desirable)
- 3 months FAIS required work experience under supervision completed (Essential)
- Knowledge of money transfer procedures
- Knowledge of FICA regulations
- Knowledge of African currencies
- Knowledge of FIAS regulations
Additional Skills
- Multitasking skills
- Computer skills
- Typing skills
- Telephone skills
- Verbal communication skills
- Selling skills
- Time management skills
- Organisational & administrative skills
- Conflict management skills
- Attention to detail
I am sure you are reading this job description and meet majority of the criteria BUT you may also still not be 100% comfortable in applying. We believe that there is a place for everyone under the Mukuru sun and we want YOU to contribute to our diverse tapestry of talent. So come on, take a leap of faith, and send your application if you meet majority of our requirements. Remember to include a snippet of how you will bring value and help us build a future of success that will help us determine where and how you may best be suited” Maybe you are just the future Mukurian we need!!
Should you be appointed in a remote/work from home role at Mukuru, it is your responsibility to ensure that you have uninterrupted internet connectivity and a ‘work-like’ environment at your home location, in order to deliver your best in terms of performance, productivity and service to our customers.
If you do not receive any response after two weeks, please consider your application unsuccessful.
NB: ALL STAFF APPOINTMENTS WILL BE MADE WITH DUE CONSIDERATION OF THE COMPANY’S DIVERSITY AND INCLUSION PLANS
What We Do
Mukuru is one of the largest money transfer providers in Africa and a leading Next Gen Financial Services Platform that offers affordable and reliable financial services to the emerging consumer. The foundation of our business was built by providing the continent’s migrant diaspora with safe, convenient international money transfers. From this base we have grown a wide range of products and services that take their cue from our customers’ needs and aspirations for greater financial security and a better life. To this end, we continue to build a highly robust and resilient physical and digital financial payments infrastructure across Africa that unlocks new value-added services for our loyal customers. This includes cash transfers, Mukuru Funeral Cover, and the Mukuru Card. As a fintech provider, Mukuru has underpinned its successful customer engagement strategy with the ability to ‘speak the language’ of its users and gain a grassroots understanding of the unique pain points that customers face in each market. Our engagement platforms include WhatsApp, free USSD, the Mukuru App, and the website. Customers are always able to speak to Mukuru about any challenges or difficulties with the platform, whether it’s a Mukuru agent in a physical booth, at a branch, over the telephone, or via a virtual live chat function in a language of the customer’s choosing, and often in their mother tongue. Take a walk through our Contact Centre at any time, and you’ll hear conversations in 15 languages – our very own united nations of Africa and Asia.
