Customer Relationship Manager

Working at Lockton

At Lockton, we're passionate about helping our people achieve their ultimate potential. Our people are curious, action-oriented, and always striving to make ourselves and those around us better. We're active listeners working to ensure understanding and problem solvers developing innovative solutions. If you can see yourself delivering excellent service to clients, giving back to our communities and being a part of our caring culture,
you belong here
.

The role of
Customer Relationship Manager (CRM)
will entail working across several clients and managing the day-to-day servicing responsibilities and renewal process. This is a servicing role with a broking experience in Medical Insurance required. The key aspect of this role is in managing the client relationship and network co-ordination.

Your Responsibilities

Client Account Management

• Act as the primary point of contact for medical insurance clients.
• Maintain and strengthen long-term relationships with clients.
• Ensure client satisfaction by addressing inquiries and resolving issues promptly.

Policy Administration

• Assist clients with onboarding, policy renewals, and amendments.
• Explain medical insurance coverage, exclusions, and benefits clearly.

Claims Support

• Guide clients through the medical claims process.
• Liaise with insurance companies and internal claims departments to expedite approvals.
• Monitor claim status and communicate updates to clients.

Compliance & Documentation

• Ensure all client interactions comply with regulatory and company standards.
• Maintain accurate records of client communications, policy details, and claims.

Relationship Development

• Identify opportunities to upsell or cross-sell additional insurance products.
• Conduct periodic reviews of client needs and recommend suitable solutions.
• Organize client meetings, presentations, and wellness programs.

Problem Resolution

• Handle escalations related to medical coverage or service issues.
• Work closely with internal teams to resolve complex problems efficiently.

Reporting & Analysis

• Prepare regular reports on client satisfaction, claims trends, and account performance.
• Provide feedback to management on market trends and client expectations.

Preferred Qualifications:

• Bachelor's degree in pharmacy (or any other medical field), Business Administration, Insurance or related field.
• 3–5 years in client relationship or account management roles within insurance brokerage or insurance company.
• Hands-on experience with medical insurance plans, renewals, claims handling, and compliance.
• Proven ability to manage corporate accounts and maintain high client satisfaction.
• Strong understanding of health insurance products, underwriting, and regulatory requirements.
• Ability to analyze claims data, prepare reports, and recommend cost-containment strategies.
• Excellent communication (verbally and written in Arabic and in English) skills for client & Lockton associates interactions and presentations.
• Strong organizational skills and ability to manage multiple priorities under tight deadlines.
• Customer-focused mindset with problem-solving abilities and attention to detail.
• Excellent attention to detail and ability to work in a team environment and on own initiative.
• Willingness and aptitude to continue to develop knowledge through formal and informal learning, both internal and external to the company.
• Capable of managing time, prioritising and ensuring that deadlines are met without compromising quality.
• Professional and tactful negotiation and persuasion skills
• Familiarity with brokerage management systems and benefits platforms.
• Knowledge of Microsoft products (Word, Excel, Power Point, Outlook) or similar software applications.

Work Conditions:

• Working Days: From Sunday to Thursday (9:00 AM to 5:00 PM)
• Location: Garden City - Cairo-Egypt

Equal Opportunity Employer

Lockton is proud to provide everyone an equal opportunity to grow and advance. We are committed to an inclusive and diverse culture and environment where our people, clients and communities are treated with respect and dignity.

At Lockton, supporting diversity, equity and inclusion is ingrained in our values, and we believe that we are at our best when we fully embrace everyone. We strive to cultivate a caring culture that learns from, celebrates, and thrives because of our breadth of differences. As such, we recognize that recruiting, developing, and retaining people with diverse backgrounds and experiences is vital and enabling our people to thrive personally and professionally is critical to our long-term success.

About Lockton

Lockton is the largest privately held independent insurance brokerage in the world. Since 1966, our independence has allowed us to serve our clients, take care of our people and give back to our communities. As such, our 10,000+ Associates doing business in over 100 countries are empowered to do what's right every day.

At Lockton, we believe in the power of all people. You belong at Lockton.

How We Will Support You

At Lockton, we empower you to be true to yourself in all that you do. Your success is our success, and we provide opportunities to help you grow and create a rewarding career path, however you envision it.

• Competitive Salary and Benefits Package.
• Professional experience in a truly global company that is reshaping the industry.
• Excellent growth opportunities.
• Benefit from a collaborative approach with in-country specialists to assist you in driving growth.
• Support, coaching and development to help you to be the best you can be.