Job Title: Customer Service Officer (CSO)- Rose-Belle Flagship

Business Unit: Business Development (MUA Life)

 

Your Mission

To provide professional, accurate and efficient service to Life Insurance clients and prospects by handling enquiries, servicing requests, digital support and qualified lead follow-up, while ensuring compliance with internal procedures and service standards

 

Key Responsibilities

§  Welcome and assist clients through walk-in, telephone, email and digital channels in a professional and customer-focused manner.

§  Handle Life Insurance enquiries, policy servicing requests, complaints and follow-ups accurately and within approved procedures.

§  Guide clients on policy information, premiums, benefits, claims requirements, pension or savings queries, and related servicing matters.

§  Support clients with digital tools, including portal registration, navigation and self-service adoption.

§  Log, track and update customer interactions, requests and cases in the relevant systems, ensuring timely resolution or escalation where required.

§  Coordinate with internal teams such as Underwriting, Claims, Finance, Pensions, Sales Operations and IT to resolve client cases efficiently.

§  Screen, validate and assign qualified leads from servicing interactions, campaigns, referrals or digital channels to the relevant sales teams.

§  Comply with KYC, data protection, confidentiality, AML/CFT and internal procedures while maintaining high service standards.

 Job Requirements

§  Higher School Certificate (HSC), Diploma or an equivalent qualification.

§  At least 2 years’ experience in customer service, sales support, insurance, financial services or a similar client-facing environment.

§  Good understanding of customer service processes, with the ability to handle enquiries, follow-ups and complaints professionally.

§  Strong communication skills in English and French; fluency in Creole would be an advantage.

§  Good knowledge of Microsoft Office and confidence using digital platforms, CRM tools or customer portals.

§  Ability to work under pressure, manage priorities and handle a high volume of requests with accuracy.

§  Knowledge of Life Insurance products, policy servicing or compliance requirements would be an advantage.

Key Competencies 

§  Customer focus, empathy and professional communication

§  Accuracy, attention to detail and strong follow-up discipline

§  Problem solving and ability to work under pressure

§  Teamwork, collaboration and adaptability to digital tools

§  Commercial awareness, integrity and compliance mindset

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