Relationship Officer General Insurance

Job Description

About the role:

The Insurance Sales Officer is responsible for driving the sales and retention of insurance products through the bank’s customer base while delivering exceptional customer service and maintaining the highest standards of compliance and professional integrity. The role involves identifying customer needs, providing tailored insurance solutions, and building long-term client relationships to support business growth and customer loyalty.

The incumbent will work closely with Relationship Managers, branch teams, and internal stakeholders to maximize insurance penetration, increase renewal retention, and achieve assigned sales targets. The role requires a strong focus on customer engagement, cross-selling opportunities, operational excellence, and adherence to regulatory and organizational policies.

By leveraging in-depth product knowledge and understanding customer financial needs, the Insurance Sales Officer contributes to the achievement of Protego’s business objectives while ensuring a seamless customer experience and sustainable revenue growth.

What You Will Be Doing

• Consistently achieve and exceed allocated sales, renewal, and service performance targets in line with business objectives.
• Maintain strong awareness of market trends, competitor products, and industry developments, and recommend process and product enhancements to improve customer experience and business performance.
• Provide timely and accurate feedback to Relationship Managers and relevant stakeholders regarding customer needs, sales progress, and business opportunities.
• Ensure the highest standards of customer service are consistently delivered in accordance with Protego and RAKBANK service excellence guidelines.
• Promote and sell insurance products with the highest levels of professionalism, integrity, transparency, and regulatory compliance.
• Ensure all customer requests, inquiries, and service requirements are processed and resolved within the agreed turnaround times (TATs).
• Maintain a high level of operational accuracy and quality, ensuring minimal errors in sales documentation, policy processing, and customer servicing activities.
• Identify cross-selling opportunities and actively promote Protego’s insurance products and services to the existing customer base.
• Drive policy renewal retention by achieving renewal conversion targets and implementing effective customer engagement strategies.
• Build and maintain strong customer relationships through proactive communication and ongoing service support to enhance customer satisfaction and loyalty.
• Ensure all customer interactions and sales-related communications are conducted through approved and recorded channels in line with regulatory and organizational requirements.
• Adhere fully to all internal policies, regulatory guidelines, compliance standards, and the organization's Code of Conduct.
• Maintain strict compliance with Human Resources policies, procedures, and ethical workplace standards.
• Consistently meet productivity, quality, and performance benchmarks established for the role throughout the financial year.
• Ensure strict adherence to Service Level Agreements (SLAs), Turnaround Times (TATs), and operational procedures while maintaining service excellence.
• Maintain accurate and complete records of customer interactions, sales activities, and service requests within designated systems.
• Actively participate in training programs and professional development initiatives to enhance product knowledge, customer service capabilities, and regulatory awareness.
• Support risk management and governance practices by promptly reporting operational issues, compliance breaches, or customer concerns to the relevant stakeholders.
  
  

• Strong consultative selling and negotiation skills.
• Excellent communication and presentation abilities.
• Sound understanding of corporate risk management and insurance solutions.
• High level of integrity, professionalism, and regulatory awareness.
• Ability to manage multiple accounts and meet targets under pressure
• Excellent communication and presentation abilities
• Healthy and professional interaction with internal teams, operations, claims, compliance teams and other stakeholders including external stakeholders such as Insurer, vendors etc to ensure efficient service delivery.