The Relationship Executive serves as a vital link between clients and the Health Business, dedicated to fostering strong relationships by delivering exceptional service and support. This role involves understanding client needs, addressing inquiries, and resolving issues to ensure a seamless experience with policy management. By collaborating with internal teams and engaging with onboarded schemes, the Relationship Executive aims to enhance client satisfaction, drive retention, and contribute to the overall growth of the Business.
Key Responsibilities:
Client Relationship Management and Retention
- Client Relationship Management: Establish and maintain strong relationships with key accounts, acting as a point of contact to understand their unique needs, anticipate potential challenges, and proactively address them to ensure retention and satisfaction.
- Retention Strategy Execution: Collaborate with cross-functional teams to design and implement strategies specifically aimed at retaining high-value clients and reducing churn within the portfolio. Driving policy renewals, supporting organic growth, and assisting the Business Development team in onboarding new clients.
- Data-Driven Decision Making: Conduct regular reviews of client performance data, including claims, usage patterns, and customer feedback, to inform strategic adjustments and identify opportunities for targeted retention initiatives.
- Risk Assessment and Mitigation: Work closely with underwriting to assess the risk profiles of clients, recommend adjustments to premium levels, and adjust coverage based on client history and renewal discussions to ensure the Net Loss Ratio remains within set targets.
Member Education and Client Engagement
- Member Education: Implement educational programs aimed at enhancing members' understanding of their health insurance benefits, claims processes, and wellness initiatives. This can include webinars, informative newsletters, and easy-to-understand guides.
- Health Talks and Workshops: Work in liaison with the Wellness team to offer regular health talks and workshops, featuring experts who can educate members on preventive care, wellness, and managing chronic conditions.
- Scheme Review Meetings: Conduct regular scheme review meetings with clients to discuss policy performance, claims trends, and potential adjustments. This provides transparency and allows clients to give feedback, strengthening their relationship with the company.
- Client Engagement Events: Host client engagement events such as business lunches, roundtable discussions, and appreciation dinners to build stronger connections, encourage open communication, and demonstrate appreciation for their continued partnership.
- Collaborative CSR Initiatives: Partner with clients on Corporate Social Responsibility (CSR) activities, such as health drives or charity events to help build goodwill, enhance brand reputation, and strengthen client relationships.
- Wellness Camps and Health Screenings: Organize wellness camps, health screening sessions, and vaccination drives to promote preventive healthcare among insured members. These events serve as an added value to clients, showing commitment to their well-being.
- Cross-Selling and Upselling Opportunities: Identify and act on opportunities to introduce clients to additional products or services that meet their needs, thereby supporting revenue growth and deepening client relationships.
- Performance Metrics and Reporting: Track and report on retention-related KPIs, providing insights into client behavior, portfolio performance, and areas for improvement to upper management on a quarterly basis.
- Quality Assurance in Service Delivery: Regularly review the quality and consistency of client communications and services to ensure alignment with company standards and client expectations.
- Risk Communication to Clients: Provide clients with insights on potential claim risks based on data analytics, ensuring they understand and engage uptake recommended loss mitigation measures.
- Policy Renewal Optimization: Implement renewal strategies, including early outreach to clients and negotiation of terms, to ensure high retention rates and client satisfaction. This includes discussions on policy performance, feedback collection, and negotiations to resolve any concerns well in advance.
- Incentive Programs for Long-Term Clients: Implement incentive programs that reward long-term clients with loyalty benefits, discounts, or exclusive services, encouraging them to continue renewing their policies.
Premium Collection and Payment Management
- Timely Processing of Additions and Deletions: Ensure that all client requests for member additions and deletions are processed accurately and promptly.
- Prompt Issuance of Debit and Credit Notes: In liaison with the Onboarding team ensure generate and dispatch debit and credit notes without delay, this should be up-to-date and accurate.
- Payment Reminders and Follow-ups: Implement a structured process for sending regular payment reminders to clients, including early notifications, due date alerts, and follow-up communications. This encourages timely payments and reduces the risk of overdue accounts.
- Demand Notices for Unresponsive Payers: Issue demand notices to clients who remain unresponsive to reminders, ensuring that outstanding payments are addressed promptly.
- Collaboration with Finance and Account Management: Work closely with the finance team to track payment status, receipt premiums reconcile accounts and address any discrepancies or disputes.
- Payment Plan Arrangements: Where necessary, negotiate payment plans with clients facing financial difficulties to support continued coverage while ensuring the company receives outstanding premiums within an agreed timeframe.
Qualifications and Competencies:
Knowledge, Experience, and Qualifications Required:
- Bachelor’s degree in business (insurance option preferred).
- Professional qualification in Insurance (ACII, FLMI or IIK).
- 3-5 years’ experience in Client Retention.
Technical/Functional Competencies:
- Knowledge of insurance regulatory requirements.
- Knowledge of the insurance industry and its products.
- Data Analysis and Interpretation.
- Communication and Presentation Skills.
- Negotiation and Persuasion.
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