• Identify and evaluate customer needs especially those who walk into the center. • · Record all customer transactions in customer relationship management (CRM) tool. • · Provide advice to customers on the various benefits types offered, the qualification criteria, among others. • · Engage and collaborate with different stakeholders in and out of the fund to facilitate the achievement of departmental and organizational objectives. • · Assess own performance and seek feedback to improve performance. • · Providing counselling to customers especially non qualifying and depressed customers that seem to be in dire need of the money. • · Verifying mobile and web app claims and contact customers with incomplete documentations. • · Visit and receive claims from Very Important Persons that are unable to come to office • · Receive, review and Initiate member claims into the system within expected turn around time for claims received. • · Follow up on all initiated claims to ensure that they have been paid within the specified Turn Around Time as per fund’s strategic performance metrics. • · Draft exceptional approval letters for member’s whose claims need approval from the Managing Director. • · Direct requests regarding delayed benefits payment and unresolved issues to the benefits team • · Receive and answer customer queries on the different online channels. • · Respond to customer reviews and handle negative reviews. • · Maintain audience experience on online channels. • · Record and capture all customer transactions in the customer relationship management tool.

• A bachelors degree in Business studies, Social studies, social work and administration or Hospitality or any related field • · A professional certification or training in customer experience is an added advantage • Work Experience and Skills: • · 2 years experience in customer service in a busy commercial environment • · Fluency in either Lugbara or Swahili is required. • Key Competences: • · Commitment & Integrity • · Proactivity & Innovation • · Getting Work Done • · Relationship Building • · Communicating and Influencing • · Resilience & Resourcefulness • · Thinking and Problem Analysis • · Service Delivery(Advanced) • · Analytics Skill(Intermediate) • · Data management (Intermediate) • · Communication(Basic) • · Process Knowledge(Advanced)