Job Description

Key responsibilities include:

Collaborative Team Operations:

1. Support in the day-to-day life policy servicing operations to ensure accuracy, timeliness, and compliance with internal policies and regulatory requirements.
2. Work collaboratively with the team to meet service level agreements (SLAs), team KPIs, and individual productivity targets.

Customer Satisfaction and Retention:

1. Analyse customer enquiries and complaints and independently handle escalated cases via email and phone with professionalism and empathy.
2. Ensure timely resolution of issues, balancing customer satisfaction with policy and operational guidelines.

Process Improvement and Optimisation

1. Collaborate and liaise with department stakeholders in implementing processes to improve operational efficiency or streamline processes and resolve policy related issues.
2. Identify opportunities for service improvements and develop strategies to enhance customer satisfaction and retention.
3. identifying areas for improvement and implementing process enhancements.
4. Conduct regular checks and reviews of operational reports, including but not limited to cash benefit, ILP distribution, customer redemptions, and exception reports, to ensure adherence to established policies, procedures, and quality standards.
5. Utilise data and reports to identify trends, detect issues, and support continuous process optimization.
6. Stay updated with industry developments, best practices, and regulatory changes related to life policy servicing and escalate observations or recommendations where appropriate.

Project Participation:

1. Participating in projects, system enhancement and user testing, providing practical feedback on system adequacy and usability.
2. Support ad‑hoc tasks and assignments as required by the department.

Qualifications & Requirements:

1. Diploma/Degree holder.
2. Prior experience in life policy servicing and/or relevant life insurance certifications would be an advantage.
3. Exceptional customer service skills with the ability to resolve complex customer issues.
4. Strong analytical and problem-solving skills, with the ability to understand complex business processes and systems.
5. Able to work effectively under tight timelines and in a fast‑paced environment.
6. Excellent verbal and written communication skills.
7. PC literate/savvy and proficient in Microsoft Office applications.