Customer Service Officer - Head Office Service Operations
Customer Service Officer – Head Office Service Operations
Union Assurance is a leading corporate and one of the fastest growing entities in the Life Insurance industry backed by the strength and stability of John Keells Holdings PLC, one of Sri Lanka's largest conglomerates.
The Job Role:
The person will be responsible to ensure seamless functioning of customer service unit and manage, improve the relationships between a Union Assurance and its customers (offline), deep understanding of customer needs and providing administrative and operational support to a HO branch in accordance with the guidelines of the organization
Principle Accountabilities:
- Attend to the walk-in customers at the HO and ensure there are no complaints about service delays, customer service etiquette, document loss, or giving out incorrect or incomplete information
- Enter all customer (walk-in) complaints CFS system and ensure the same is addressed and resolved within 3 working days
- Assist senior management in development and implementation of strategies to manage and improve customer relationships
- Analyze customer data to gain insights into customer behaviors and preferences, track customer interactions with the company, analyze customer feedback and trends
- Deliver excellent customer service throughout their interactions with the company and ensure that customer issues are resolved promptly
- Manage payment process like (Surrenders/Loans/cheque alterations etc.) and close the queries in alignment with the organization’s protocol
- Provide customers a digitalized service by using the tabs for all scanning purposes or KYC processes to speed up the process and make it seamless
- Oversee the preparation of reports on customer behaviors, customer satisfaction, and sales performance. Utilize this data to make informed decisions about CRM strategy and provide regular updates to senior management
- Ensure quality services are provided to advisors i.e., inquiries, documentation issues and avoid visits to the back office
Qualifications and Experience
- Undergoing a degree / professional qualification from a reputed university/ institute
- Sound knowledge in administrative workings and basic understanding of insurance industry.
- Proficiency in MS Office suite.
- Highly ambitious, dynamic, self-motivated and enthusiastic personality
- Ability to work under minimum supervision, multi-task and work under pressure
The candidate selected for the above position will be entitled to an attractive remuneration package. Applicants who are interested are encouraged to apply on or before 02nd August 2025.