Branch Customer Service Officer

About the role

The Branch Customer Service Officer will deliver front‑line support to Retail Life and Pensions customers, handling inquiries, resolving issues, and guiding clients throughout the policy lifecycle. This role is pivotal in ensuring a positive experience and supporting business retention.

Key responsibilities

• Act as the primary contact for walk‑in, telephone and email inquiries from policyholders and intermediaries.
• Respond promptly and accurately to customer requests such as policy status, premium queries, beneficiary updates and product information.
• Liaise with underwriting, claims and policy maintenance teams to resolve service issues.
• Educate customers on self‑service tools and promote digital platform adoption.
• Capture and update client data in CRM and policy administration systems.
• Log, escalate and follow up on complaints in line with the complaints management framework.
• Support client retention through proactive engagement and follow‑up.
• Maintain compliance with turnaround times, service level agreements, regulatory requirements and internal controls.
• Assist with service campaigns, product launches and customer satisfaction surveys.
• Perform any other duties assigned by the Reporting Supervisor.

Required profile

• 2–3 years of customer service experience in insurance or financial services.
• Familiarity with life insurance administration systems and processes.
• Knowledge of life insurance products and policy administration.
• Bachelor’s degree in Commerce, Business Administration or related field.
• ALMI qualification with progress towards FLMI or related certifications is an advantage.

Required skills

• Proficiency with CRM tools.
• Strong command of Microsoft Office applications.