Call Care Centre Manager

ABSA Bank

First Assurance (Absa Group) is Hiring a Care Manager for Call Centre in Nairobi

Call Centre Job Overview

First Assurance is seeking a dedicated Care Manager to join their 24-hour contact center team. This role involves managing customer inquiries, processing medical claims, and providing exceptional service to insurance clients.

Position Details

  • – Location: Gitanga Road (Absa General Insurance Co)
  • – Employment Type: Full-time
  • – Job ID: R-15970887

Key Responsibilities

The Care Manager will be responsible for:

  • – Managing inbound and outbound calls following contact center guidelines
  • – Processing and approving OP and IP cases
  • – Escalating customer complaints to appropriate departments
  • – Advising prospective customers about medical products
  • – Handling benefit inquiries from insured customers
  • – Guiding members on benefit management and service providers
  • – Negotiating costs with service providers
  • – Conducting follow-ups with post-hospitalized members

Required Qualifications

  • – Bachelor’s degree or Diploma in Nursing or Clinical Medicine and Surgery
  • – Insurance Professional qualification
  • – 1-2 years’ experience in insurance industry
  • – FETC: Business, Commerce and Management Studies

Essential Skills

  • – Strong customer service orientation
  • – Medical and insurance knowledge
  • – Problem-solving abilities
  • – Professional communication skills
  • – Time management expertise
  • – Cost negotiation experience

About Absa Group

Absa Group Limited is a leading African financial services provider listed on the Johannesburg Stock Exchange. The company:

  • – Operates across multiple African countries
  • – Provides integrated financial services
  • – Offers products in personal and business banking
  • – Specializes in corporate and investment banking
  • – Delivers wealth management and insurance solutions
  • – Maintains international presence through representative offices

Equal Opportunity

Absa Group is proud to be recognized as a Top Employer Africa 2024 and is committed to creating an inclusive workplace environment that values diversity and equal opportunities for all candidates.

To apply for this job please visit absa.wd3.myworkdayjobs.com.

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