Customer Experience Specialist Retail at Liberty Life

description Job Description

checklist Qualifications & Requirements

• check_circle • Bachelor’s degree or higher in Business, Communications, Finance or a related discipline
• check_circle • Proven experience in customer experience or service management, preferably in insurance or financial services
• check_circle • Strong leadership, communication and risk‑management skills
• check_circle • Ability to analyse feedback, drive process improvements and ensure regulatory compliance

psychology Required Skills

task_alt Responsibilities

• arrow_right • Deliver exceptional service for the retail life portfolio in collaboration with customers, agents and brokers
• arrow_right • Manage performance of Customer Experience Executives in branches outside Nairobi, addressing skills gaps and overseeing leave management
• arrow_right • Resolve escalated issues, applying judgement to determine need for managerial intervention
• arrow_right • Ensure compliance with Business Operating Standards as the department’s Risk Champion
• arrow_right • Implement customer engagement and retention strategies across retail and pension segments
• arrow_right • Receive, document and resolve customer feedback and complaints, escalating as required
• arrow_right • Disseminate communications to clients promptly and securely
• arrow_right • Allocate tasks to executives according to departmental schedules
• arrow_right • Safeguard customer data and records in line with Liberty Life policies