Steven Juma

Experience

• 

  Upwork, Guru, Homeworkmarket

  Apr 2016 - Nov 2019

  Academic and research writer, data entry, article writer,

  Research Writer

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  Britam

  Nov 2019 - now

  Currently working as a Customer Experience Officer with the responsibilities for answering calls in a professional and informative manner and CRM case logging as necessary. Provide timely and appropriate responses to clients and assign tickets to the right person or department. Oscillate emails and social media platforms, bulk communications and reports.Below is a breakdown of the roles and responsibilities I perform as a Customer Experience Officer.• Handling customer queries, complaints, instructions received through call and email communication • Interact with clients, intermediaries, and service providers to ensure that the care is given within policy guidelines;• Set the appropriate parameters for admission cases i.e. claim reserve, initial authorized cost, cover benefits and duration;• Respond to queries from clients, intermediaries, and service providers through answering telephone calls, interviewing clients, and verifying information. Liaise with underwriters on the scope of cover for the various schemes benefits ;• Handle clients queries, complaints and instructions raised via social media; Twitter, Facebook, Instagram and Whatsapp.• Ensure that medical scheme members are attended to round the clock;• Prepare bulk communication and productivity reports for management of staff performance;• Perform any other duties as may be assigned from time to time;• Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures with a QA score target 95%;• Maintains communication equipment by logging in interactions through CRM for traceability / visibility; Show less Worked in Pension Administration as a Pension Administration Associate, playing the following roles; • Updating and reconciling pension collections from all channels ( Banks, M-pesa, DDA).• Posting member contributions• Suspense management in all pension collections and payments accounts.• Data cleaning and verification for new schemes loading and monthly updates• Administering and management of the Managed Retirement Funds [MRF]• Constantly liaising with service providers such as scheme custodians, Finance department and investment managers to ensure that set timelines are achieved in relation to compensation of member benefits,• Carrying out statutory compliance of pension schemes with both the Retirement Benefits Authority (RBA) and Kenya Revenue Authority (KRA)• Maintaining records of contributing members, deferred and current pensioners, provision of annual statements, registration of Scheme with Retirement Benefits Authority (RBA) and Income Tax (KRA)• Process withdrawals on the Administration system(Fund Master)• Perform any other duties as may be assigned from time to time• Key Performance Measures• As described in your Personal Score Card Show less

  • Customer Service Analyst

    Dec 2022 - now

  • Customer Experience Officer

    Jan 2022 - May 2023

  • Pension Administrator

    Nov 2019 - Dec 2021