Job Summary: The role holder will be the primary point of contact for walk-in customers and policyholders, providing front line customer service, policy servicing support, KYC follow-up, and first-level underwriting and claims documentation support. The role ensures a consistently high-quality customer experience, faster service turnaround times and stronger compliance with KYC and documentation requirements, in line with Britam Life Uganda’s customer experience and retention objectives.
Jobs
Key Duties and Responsibilities:
- Serve as the primary point of contact for walk-in customers, providing prompt, professional and courteous service at all times.
- Receive, log and resolve routine customer inquiries and policy servicing requests, escalating complex matters to the relevant department as appropriate.
- Follow up outstanding KYC requirements with customers and intermediaries to ensure complete and compliant customer documentation.
- Conduct customer verification and policy education calls to confirm client understanding of policy terms, benefits and obligations.
- Support first-level underwriting processes, including collection and initial review of proposal forms and supporting documentation.
- Assist customers with claims documentation and initial claims intake, ensuring completeness before submission to the Claims department.
- Support customer retention initiatives, including policy renewal reminders, persistency follow-up and lapse-prevention outreach.
- Promote digital channels and self-service platforms to customers, encouraging adoption and reducing over-the-counter transaction volumes.
- Maintain accurate records of customer interactions, service requests and resolutions in the customer service log/CRM system.
- Coordinate with Underwriting, Claims, Finance and Marketing to ensure timely resolution of customer requests and complaints.
- Monitor and report on customer service turnaround times, complaint volumes and resolution rates to support continuous service improvement.
- Support cashless operational controls by directing customers to appropriate digital payment channels and verifying payment documentation.
- Perform any other customer service or administrative duties as assigned in support of the Business Development function.
Key Performance Measures
- Customer satisfaction ratings and service turnaround times
- Percentage of KYC documentation completed within set timelines
- Policy issuance completion rate
- Complaint resolution rate and average resolution time
- Customer retention / persistency rate
- Digital channel and self-service adoption rate among serviced customers
Qualifications, Skills and Experience:
- Diploma or bachelor’s degree in business administration, Insurance or a related field
- Certificate of Proficiency (COP) in Insurance, or willingness to obtain within an agreed period, is an added
- advantage
- Demonstrated proficiency in Microsoft Word, Excel and PowerPoint; experience with CRM or policy administration systems is an added advantage
- 1–3 years’ experience in a customer service, front office or client-facing role, preferably within financial services or insurance
- Excellent communication, interpersonal and problem-solving skills, with a strong Customer Service Orientation
Technical & Functional Competencies
- Excellent verbal and written communication skills, with a warm, professional customer manner
- Strong problem-solving skills and ability to resolve customer issues calmly and effectively
- High attention to detail and accuracy in documentation and KYC verification
- Resilience and patience in handling high customer volumes and difficult interactions
- Good Communication Skills
- Building Relationships
- Focuses on the Customer
- Develops Self
- Solves Problems
How to Apply:
All suitably qualified and Interested applicants should apply online at the link below.
