Executive - Complaint Management Unit

Executive – Complaint Management Unit

Union Assurance is a leading corporate and the fastest growing entity 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:

The person will be responsible for providing customer support and resolving customer complaints & queries to enable Union Assurance to achieve its strategic business objectives while maintaining the set service standards of the organization.

Principal Accountability:

• Handle customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution in alignment with UA’s core values 
• Provide accurate, valid, and complete information to the customers’ queries by using the right methods/tools
• Escalate unresolved issues to the senior team member according to business needs
• Build sustainable relationships and trust with relevant stakeholders through open and interactive communication
• Prepare a report on complaint status and share it with senior management for further actions that are to be taken
• Keep records of customer interactions, process customer accounts and file documents for the customer care monitoring platform 
• Effective use of available System Paths to minimize back office referring for operational matters
• Contribute to the development and implementation of complaint management policies and procedures
• Ensure compliance with policies and standard operating procedures to facilitate quality customer service experience across Union Assurance
• Identify and drive process improvements to ensure excellence in customer experience and timely delivery of services 

Qualifications and Experience:

• A bachelor’s degree from a recognized University in any discipline.
• Full/ Part qualification in recognized professional institute will be an added advantage
• Minimum 02 years of experience in customer service or customer complaint management.
• Sound knowledge on Microsoft office packages
• Excellent communication and interpersonal skills
• Strong adaptability, work under pressure and capacity to work in fast-paced environments.
• Ability to work independently and in a team-oriented environment.

The selected candidate for the above position will be entitled to an attractive remuneration package. Applicants who are interested are encouraged to apply on or before 01st September 2025.