The Sales and Customer Executive is responsible for interacting with MAPFRE customers and effectively responding to their sales and customer service requirements– whether these are made face-to-face, by telephone or through electronic mail - in a successful and professional manner to satisfy the customer and hence maintain a good image for MAPFRE MSV Life and reach the sales and servicing objectives of the Company. The Sales and Customer Executive is responsible for promoting and selling the Company’s
products following an assessment of the demands and needs of customers as well as to service direct personal clients throughout the life cycle of their policy.
Main Tasks:
- Provides an excellent sales and service experience to a client where in the sales and service action (i) is taken in the best interest of the client; (ii) that the highest level of standard is provided; (iii) that all MAPFRE MSV Life clients are treated fairly regardless of race, sex, religion, age, or disability.
- Assists in the servicing of walk-in customers, including intermediaries, which includes but is not limited to the following:
- Updating and amending client details as and when appropriate
- Providing product information to clients and responding to their queries.
- Promoting new products
- Providing advice to client with regards to impacts of alterations to existing policies
- Providing quotations for a new policy and completion of necessary paperwork if sale is concluded
- Administers a policy’s process as appropriate with regards to surrenders, maturities, payment of death benefits, revised Estimate Maturity Values, top-ups, switches, valuations of Unit Linked policies, payment of premiums.
- Handling all calls and electronic mails from MSV life clients.
- Handling of customer complaints received at Regional Offices and seeking resolution thereof; referring unresolved complaints internally through the established channels.
- Processing of customer requests by amending the customer / policy records accordingly, issuing, and sending the appropriate paperwork.
- Applies, where so delegated, discretionary authority to mitigate a serious customer relationship breakdown situation by offering redress compensation.
- Servicing of customer enquiries on the phone and by email, in a similar way to walk-in customers.
- Verifying the identity of the customer in accordance with procedure on customer identification and logging all calls in a call centre database.
- Carrying out of pro-active marketing of products as well as surveys on the phone.
- Actively follow up with clients of maturing policies with a view to attracting reinvestments.
- Assists with work related to receipt and process payment from walk-in customers.
- Carrying out end-of-day reconciliation of cash and cheques received at Regional Office.
- Assists with work related to the improvement performance and efficiency by proposing technology, software and workflow related improvements between the Regional Office and the supporting units within MAPFRE MSV Life as well as its intermediaries and more.
Experience and Qualifications:
Minimum year’s experience: 2 years
Reading for a tertiary qualification or a professional qualification: Desirable
