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• Devise improvements and implement required changes • Processing of remittances • Preparing financial statements • Liaise with external agencies in relation to customer service matters • Formulate reports for decision making and reporting on weekly basis or as otherwise required • Achieve agreed personal targets and assist Line Manager to achieve team targets • Ensure compliance to relevant codes, legislation, and procedures including health and safety • Maintain accurate records/documentation of claims, authorizations and financials. • Resolve problems/failures that may impact on the organization and/or its clients/customers and minimize downtime e.g. system failures. • Prepare client statements, reimbursement of claims, processing of payments, client treatment and prescription authorizations and billing. • Formulate marketing strategies to attain new leads, building and maintaining the portfolio • Onboarding of new clients and members • Organize and carry out Sales and marketing outreaches

• Ensuring a good understanding of your clients’ requirements or queries. • Building strong, lasting relationships and managing portfolio of around 50 clients (companies e.g. BBC Channels) • Maintaining accurate records on the CRM system ensuring that all requests are accurately logged, communicated and followed up with the client • Providing advice and guidance relating to change requests • Ensuring an in-depth knowledge of the business in order to aid the process • Proactively identify and anticipate client needs • Communicating with the client to understand and address reported issues, either through direct action or interfacing with the relevant group or department • Ensuring that all reported queries are accurately logged, investigated, resolved and followed up with the client • Arranging and attending face to face service meetings with allocated clients, working closely their relevant Customer Success counterpart to build and maintain strong client relationships • Ensuring close and well-coordinated communication with the Customer Success department in relation to both service provision and client contact and relationships • Confident user and trainer of Reputation platform, Sales force and all other platforms, products and services Onclusive offers.

• Support digital banking channels; ensure optimal and maximum uptime is maintained and escalate downtime to appropriate units for speedy resolution • Delivery and operationalization of mobile money use e.g. USSD, Mobile Applications. • Assists the Mobile & Internet Banking Manager in the creation of business cases for new initiatives and prepare viability projections and validate assumptions. • E- commercial lines of Internet and mobile banking services and fees collection. • Produce reports and performance statistics that aid management decision making. • Product promotion in collaboration with Marketing order to achieve target on mobile & internet banking uptake and usage. • Monitors the adoption and usage of all mobile and internet banking services platforms by staff and customers and raise awareness around them. • Assists in implementing the paperless banking strategy by migrating physical and paper-based process onto mobile and internet banking platforms and user training and client support. • To provide ongoing technical support on bill payment complaint and resolution by maintaining high quality service in the following areas: ease of contact, sincere and professional attitude, prompt acknowledgment and reply to emails (meet pre-defined Service Standards), proper handling of queries, requests and complaints (e.g. offering reasonable and effective solution) and clear communication. • Monitoring and reporting on availability of internet, mobile and ATM services. • Monitoring mobile an internet banking portal. • Ongoing reporting on internet and mobile banking customer and commercial statistics, revenue assurance and P & L data. • Conducting digital banking UATs and product championship. • Vendor liaison, payments, and price tracking • User training and client support • Participating in digital banking product and service development. • Attending and championing resolution of Mastercard and mobile and internet banking requests and queries resolution by customers.