Executive - Head Office Customer Service

 Executive – Head Office Customer Service

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. For the 9th consecutive year, the company has received the GPTW certification as a ‘Best Employer Brand,' and in 2020 was awarded the ‘Global Employer Brand’ by the World HRD Congress.

The Job Role:

The person will be responsible for 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:

• Attending 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
• Entering all customer (walk-in) complaints CFS system and ensure the same is addressed and resolved within 3 working days and assist senior management in development and implementation of strategies to manage and improve customer relationships.
• Delivering excellent customer service throughout their interactions with the company and ensure that customer issues are resolved promptly.
• Analyzing customer data to gain insights into customer behaviors and preferences, track customer interactions with the company, analyzing customer feedback and trends.
• 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 back office

Qualifications and Experience

• A Bachelor’s Degree from a recognized University in Business Administration or equivalent discipline.
• 3-5 years’ experience in Customer Relationship Management.
• Relevant full/part qualification in recognized professional institute will be an added advantage
• Sound knowledge of customer service and understanding of life insurance processes.
• Good interpersonal skills, Quality focus and attention to detail is mandatory 

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 15th August 2024.