Executive - Customer Experience
Customer Service / Public Relations / Call Center
About the Employer
Job Description
Executive - Customer Experience
As Sri Lanka's national Life Insurance services provider and the country's largest and strongest insurance provider, Sri Lanka Insurance Life is backed by decades of industry expertise, and the most experienced insurance sector technical knowledge base in the country.
Join a team of highly qualified and most experienced insurance professionals in the country to experience unparalleled opportunities for career growth and personal development opportunities within a performance driven culture.
Responsibilities:
- Deliver professional and customer-focused service across counter, telephone, email and digital channels within defined service standards.
- Handle policyholder inquiries and transactions relating to policies, premiums, loans, surrenders, alterations, claims and other insurance services accurately and efficiently.
- Support and oversee new business activities, including quotations, documentation and policy issuance.
- Lead and monitor claims servicing to ensure timely, accurate and compliant processing of health, death, disability, maturity and other claims.
- Maintain accurate customer records and ensure data integrity and service quality.
- Supervise and coach team members, monitor SLAs and KPIs, manage customer backlog and complaints and support branch performance improvements.
Qualifications / Pre-requisites / Requirements for the position
- Degree / Special Degree / Professional Qualification or Equivalent related to the functional area from a University / Institute approved by the UGC.
- Age below 35 years.
Relevant Experience
- 1-2 years’ experience in a similar capacity.
Skills, Attributes and Behaviour
- Strong communication and customer service skills in Sinhala and English.
- Proficiency in MS Office, email and digital platforms.
- Knowledge of insurance products, claims and policyholder services.
- Strong problem-solving, interpersonal and conflict-resolution skills.
- Leadership, teamwork, confidentiality and the ability to meet service targets.
If you believe you possess the above qualifications and experience, please send your CV along with the names of two non-related referees within 07 days of this advertisement to the address given below, stating the post applied for in the subject line. Applications should be sent to [email protected] or to the address on the envelope.
HR Department
Sri Lanka Insurance Life, No 21, Vauxhall Street, Colombo 02.
Company Registration Number: PB 286362
