Position: Customer Service Officer (CSO)

 

Your Mission

 

The purpose of this role is to deliver high-quality customer service to Life Insurance policyholders and prospects by managing enquiries, servicing requests, and digital interactions with accuracy, efficiency, and professionalism.

In addition to frontline servicing, the role contributes to business growth by identifying sales opportunities, qualifying inbound leads, promoting relevant products, and supporting the Sales Team in converting prospects into new business.

 

Key Responsibilities

 

• Assist clients with Client Portal registration, navigation, and digital servicing.

• Log, track, and update all cases in MUA Connect / Q-Contact accurately.

• Follow up with clients and internal departments to ensure timely case closure.

• Escalate technical or system issues to IT and monitor resolution.

• Support digital adoption campaigns and promote self-service channels

• Collaborate with Underwriting, Claims, Finance, Pensions, GI, Sales Operations, and other support functions to resolve cases.

• Liaise with sales teams for follow-ups on existing assigned clients.

• Consolidate recurring customer issues and share trends with management.

• Support operational projects (annual letters, campaigns, product launches).

• Provide reporting on SLA performance, lead allocation, and case closure

• Conduct initial screening of inbound leads received via phone, walk-in, website, campaigns, or internal referrals.

• Validate completeness of lead information and update CRM systems.

• Identify customer needs during servicing interactions and recommend relevant products or riders.

• Promote additional coverage, pension top-ups, or product enhancements where appropriate.

• Assign qualified leads to Salespersons and ensure proper follow-up tracking.

• Support marketing campaigns by managing campaign responses and follow-up calls.

• Contribute to achievement of new business targets through qualified lead generation and commercial awareness.

 

 

 

 

 

Job Requirements

 

•       Diploma or Degree in Business, Marketing, Finance, or related field (or equivalent experience in Customer Service).

•       Minimum 2–3 years’ experience in sales, preferably in insurance or financial services.

•       Proven track record in achieving revenue or sales targets.

•        Fluent in English and French (written and spoken).

•       Results-driven and disciplined.

•       High personal accountability.

•       Resilient and persistent in prospecting.

•       Strong relationship-building skills.

•       Organised and structured in execution.

 

 

 

The company reserves the right to call only the qualified candidates for the selection exercises. Applications received after the closing date might not be considered. The company also reserves the right not to proceed with the vacancies