Irene Njagi

I have always been passionate about providing excellent customer service. Throughout my career, I have developed strong communication skills, both verbal and written, which have enabled me to communicate effectively with customers from diverse backgrounds. I am skilled in active listening, which allows me to understand their needs and concerns and provide the best possible solutions.

In my previous roles, I have gained experience in managing customer inquiries, resolving complaints, and handling challenging situations with professionalism and tact. I believe that my strong work ethic, positive attitude, and passion for customer service make me an ideal candidate for any customer service role."

Claims Manager- Pioneer Life

Pioneer Assurance Company Limited; April 2021 to Date 

Duties and Responsibilities

• Overseeing the claims department to ensure that the company is completing appropriate investigations within the letter of the law
• Provide expert input regarding day to day procedures and work with management to adjust them as needed
• Ensuring legal compliance of the claims process
• Building and motivating the team to hit productivity goals
• Adjusting protocols based on company needs
• Attending educational sessions in the event of new laws or changing business directives
• Settling difficult or complex claims
• Handling customer disputes

Assistant Manager- Group Life Claims Department

Pioneer Assurance Company Limited; April 2017 to April 2021

Duties and Responsibilities

• Determine and approve claims up to the authorized claims limit.
• Accurate and efficient claims settlement in accordance with policy provisions within the service turnaround time.
• Assist in answering enquiries from clients, intermediaries, clinics and hospitals regarding claims adjudication, payment, co-payment, reasons for rejection, missing/additional information, etc.
• Correspond with intermediaries or claimants or interview them in person to correct errors or omissions on claim forms to investigate questionable entries.
• Assist in feedback management and service recovery.
• Ensure all complaints and appeals from members and corporate clients are dealt with promptly, efficiently and professionally.
• Prepare any statistical reports and information required by management.
• Monitor and review the quality and accuracy of work performed by junior team members, take corrective action and report problems as necessary.
• Take on any other duties and responsibilities given from time to time

Underwriting and Claims Officer Group Life and Pension Department

Pioneer Assurance Company Limited; July 2014 – April 2017

Duties and Responsibilities

• Analyze customers’ data
• Assess applicant’s risk
• Determine coverage and premium
• Preparing policy documents
• Providing advice on making a claim and processes involved.
• Processing new claims 
• Collecting accurate information and documents to proceed with a claim
• Investigating potentially fraudulent claims
• Building relationships with different clients
• Handling any complaints associated with both underwriting and claims
• Ensuring the client is treated fairly and the customer receives excellent services in accordance with the company guidelines.

Actuarial officer

Pioneer Assurance Company Limited; July 2013 to July 2014

Duties and Responsibilities

• Analyze statistical information to estimate mortality, accident and retirement rates.
• Ascertain premium rates required and cash reserves and liabilities necessary to ensure payment of future benefits.
• Collaborate with underwriters, accounts, claim experts and senior management to help companies develop plans for new lines of business or improving existing business.
• Provide expertise to help financial institutions manage risks and maximize returns associated with investment products.
• Design, review and help administer insurance, annuity and pension plans, determining financial soundness and calculating premiums.

Customer Service Representative

Pioneer Assurance Company Limited; January 2011 to June 2013

Duties and Responsibilities

• Responding to clients’ correspondences
• Processing of claims
• Replying to emails from clients and branches.
• Answering client queries through the telephone
• Attending to clients face to face and providing them with product and service info.

OTHER PAST EXPERIENCES

Intern- Pioneer Assurance Company Limited; August-December 2010; I was on internship for the period above in customer service department as a customer service attendant. I was tasked with Processing of refund claims, detecting bad businesses and advising management on the same and ensuring client retention.

Intern- Ministry of Trade; May-August 2009; I was on attachment for the period above in the procurement department (at the stores) in the ministry of trade.

Office Assistant- Invesco Insurance Company; May-August 2008; I was tasked with Entering raw data of the policy holders, typing of the certificates required to show the policy taken and handling policy work.

• Masters in Science – Finance- University of Nairobi; September 2020 to December 2022
• BSc. Actuarial Science with Information and Technology)- Maseno University; September 2005 to August 2009
• Kenya Certificate of Secondary Education- Naivasha Girls’ High School; 1992- 1999            

PROFESSIONAL COURSES

• Completed ACII
• Certificate of Proficiency – College of Insurance
• MS Computer Applications –Excel, Word, PowerPoint and Access
• Statistical Applications –SPSS and Mat lab