Call Care Centre Manager

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.