Customer Service Officer at Jubilee Insurance

Role Purpose

The role holder will be responsible for providing excellent customer service, resolving inquiries and complaints, and maintaining customer satisfaction. As the first point of contact for customers and agents, you will ensure prompt and effective resolution of issues while maintaining accurate customer records.

Main Responsibilities

Operational

• Ensure the agency office and infrastructure are well maintained, clean, and presentable
• Promptly and effectively resolve customer and agent inquiries and complaints within the required turnaround time
• Serve as the first point of contact for clients and agents, providing assistance and information on products or services
• Provide detailed product or service information to assist customers and agents in making informed decisions
• Maintain customer records by accurately updating account information in the system
• Resolve product or service problems by actively listening to complaints, identifying the root cause, explaining solutions, and ensuring timely resolution
• Implement strategic initiatives to improve customer satisfaction levels and loyalty
• Regularly communicate with customers by sending updates including arrear notices, lapse notices, renewals, and policy statements, and suggest ways to enhance communication
• Prepare reports on customer information by collecting and analyzing data to identify trends or areas for improvement
• Analyze customer and agent complaints and recommend solutions to address underlying issues
• Communicate changes or adjustments in policies to clients, ensuring clarity and understanding
• Contribute to team efforts by accomplishing related tasks and supporting colleagues as needed

Corporate Governance

• Apply underwriting guidelines and policies to determine applicant eligibility