Job Purpose
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.
Key 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
Working Relationships
Internal Relationships
- Business Development Manager
- Underwriting
- Finance
- Claims
- Branch and Unit Managers
External Relationships
- Walk-in customers and policyholders
- Insurance Regulatory Authority (IRA)
- Corporate partners, banks and brokers
Knowledge, experience and qualifications required
Knowledge, Experience & Qualifications Required
- 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
Core Competencies
- Good Communication Skills
- Building Relationships
- Focuses on the Customer
- Develops Self
- Solves Problems
