Executive – Customer Service

Executive – Customer Service

Company: Union Assurance PLC

Union Assurance is a leading corporate and the fastest-growing entity in the Life Insurance industry. We are backed by the strength and stability of John Keells Holdings PLC, one of Sri Lanka’s largest and most respected conglomerates.

The Job

The Executive – Customer Service is responsible for delivering high-quality support and resolving customer complaints and queries. This role is essential in enabling Union Assurance to achieve its strategic objectives while maintaining the organization’s premier service standards.

Principal Accountabilities

Inquiry & Complaint Management

• Resolution: Handle customer complaints by providing appropriate solutions and alternatives within set time limits; follow up diligently to ensure full resolution in line with UA’s core values.

• Information Accuracy: Provide complete and valid information to customer queries using the correct internal methods and digital tools.

• Escalation: Identify and escalate unresolved issues to senior team members based on business urgency and complexity.

Relationship & Record Management

• Stakeholder Trust: Build sustainable relationships and trust with relevant stakeholders through open, proactive, and interactive communication.

• Documentation: Maintain meticulous records of customer interactions, process customer accounts, and file documents within the customer care monitoring platform.

• Reporting: Prepare comprehensive reports on complaint status for senior management to facilitate further strategic action.

Operational Excellence

• System Proficiency: Effectively use available system paths to resolve operational matters, minimizing the need for back-office referrals.

• Policy Development: Contribute to the continuous development and implementation of complaint management policies and procedures.

• Continuous Improvement: Identify and drive process enhancements to ensure excellence in the customer experience and timely service delivery.

• Compliance: Adhere to all standard operating procedures (SOPs) to ensure a consistent, high-quality service experience across the company.

Candidate Profile

Qualifications & Experience:

• Education: A Bachelor’s degree from a recognized university in any discipline.

• Professional: Full or partial qualification from a recognized professional institute (e.g., SLIM, CIM) is a significant advantage.

• Experience: Minimum of 02 years of experience in customer service or specialized customer complaint management.

Skills & Competencies:

• Technical: Sound knowledge of Microsoft Office packages and customer relationship management systems.

• Communication: Excellent interpersonal and communication skills (verbal and written).

• Adaptability: Proven ability to work under pressure and thrive in a fast-paced environment.

• Teamwork: Ability to work independently with high accountability while contributing effectively to a team-oriented culture.

Remuneration & Application

The selected candidate will receive an attractive remuneration package commensurate with qualifications and experience.

How to Apply: Interested applicants are encouraged to submit their applications on or before 24th April 2026.

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