Customer Service Officer

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.

• 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

• 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.