Customer Account Executive

About the role

As a Customer Account Executive, you will grow the number of lives on the full-stack of products through effective customer engagement and positioning of a value proposition to targeted employers. You will manage and resolve client service queries, visit clients to assist with the submission of the Return on Earnings, and improve customer experience by addressing pain points to drive satisfaction and loyalty.

Responsibilities

• Grow RMA business by providing a value proposition to employers to facilitate their move to RMA.
• Understand and promote RMA products, generating leads for RMA Sales and Distribution.
• Provide first-line product, process, and technical support to customers.
• Identify up-selling and cross-selling opportunities through ongoing customer engagements.
• Follow up on leads and referrals from customer interactions.
• Ensure adherence to Treating Customers Fairly (TCF) principles and report any transgressions.
• Participate in ad hoc assignments as required.
• Maintain and build strong relationships with employers through continuous engagement.
• Conduct customer satisfaction surveys, identify gaps, and implement improvements.
• Address customer service and satisfaction issues promptly.
• Perform root cause analysis of customer pain points and service failures.
• Ensure professional communication across all customer channels.
• Identify system improvements for timely customer communication.
• Capture and share customer feedback with sales for action.
• Assist in projects aimed at transforming customer experience.
• Ensure customer contact details are updated on the system.
• Identify training requirements and coordinate with Stakeholder Training Consultants.
• Support clients on Return of Earnings, manage RMA processes (renewal, claims), and report on performance against targets.
• Coordinate RMA service teams (training, claims, etc.) for the benefit of employers/members.
• Maintain high ethical standards and comply with all company policies and procedures.
• Plan and manage office operations, ensuring timely submission of reports.
• Ensure proper housekeeping, safety, and security of company assets.
• Communicate effectively with other departments and middle managers on best practices and business opportunities.

Requirements

• NQF Level 6: Diploma in Insurance or a related field.
• 2-3 years’ experience in sales, customer service, or claims within the insurance environment (short-term, medical, or long-term insurance preferred).
• Experience in selling, growing business, and generating leads.
• Experience managing customer relationships and handling complaints.
• Experience administering customer and service satisfaction surveys.
• Sound knowledge of COID and Life Insurance products, insurance value chain, and industry regulations (e.g., POPI, COIDA, TCF).
• Computer literacy, including proficiency in Outlook, Excel, and the Internet.
• Strong data interpretation and report-writing skills.
• Ability to travel for business-related matters.

Skills

• Customer-centric mindset.
• Strong selling abilities.
• Multilingual (preferred).
• Attention to detail and accuracy in work.
• Strong administrative skills.
• Professional presentation and ability to interface with clients and staff.
• Excellent verbal and written communication skills.
• Ability to work under pressure and meet deadlines.
• Strong presentation skills and ability to interact with middle and senior management.

Benefits

• Opportunities for personal and professional development in a stable, 132-year-old company.
• Competitive salary package and various benefits.
• Flexible work arrangements (combination of remote and in-office).
• Collaborative team environment.