Department: MUA Life Ltd 

Your Mission

The Reception & Customer Service Officer serves as a key point of contact for clients visiting the Head Office and other designated branches. The role is responsible for providing professional front-desk reception services while delivering efficient and accurate customer service support on policy servicing, premium payments, documentation, and general enquiries.

Key Responsibilities 

 • Ensure all clients and visitors are welcomed promptly, courteously, and professionally. 

 • Maintain a high standard of customer satisfaction in all interactions (walk-in and telephone). 

 • Deliver a positive first impression aligned with company service standards.

 • Accurately identify client needs and direct them to the appropriate service channels. 

 • Provide clear, accurate information on services, procedures, and documentation requirements. 

 • Assist clients effectively with forms, submissions, and general queries. 

 • Manage reception and waiting area traffic to ensure smooth and efficient service delivery.

 • Support the effective use of queue systems and minimize waiting times. 

 • Ensure priority clients receive timely and appropriate assistance. 

 • Process client requests accurately and within defined turnaround times.

 • Ensure completeness and correctness of submitted documentation.

 • Maintain high levels of accuracy to minimize errors and rework. 

 • Assist clients in using digital platforms, including the Client Portal. 

 • Promote adoption of self-service tools to improve efficiency and client convenience. 

 • Provide basic troubleshooting support for digital service access.

 • Identify and manage client dissatisfaction professionally and calmly. 

 • Escalate complex cases, complaints, or unresolved issues promptly to supervisors. 

 • Ensure proper follow-up and resolution tracking where required.

 • Maintain a clean, organized, and welcoming reception area at all times. 

 • Uphold professional grooming and presentation standards. PUBLIC 

 • Ensure compliance with company policies on confidentiality and security. 

 • Demonstrate clear and effective communication in both English and French. 

 • Coordinate effectively with internal departments to ensure seamless service delivery. 

 • Maintain accurate records and relay information appropriately. 

 • Adhere strictly to internal procedures, confidentiality requirements, and regulatory standards. 

 • Ensure proper handling of client information and documentation.

 • Minimize operational risks through attention to detail and process compliance. 

 • Develop and maintain knowledge of insurance products, processes, and systems. 

 • Stay updated on service procedures and digital tools. 

 • Contribute to improving service delivery through feedback and proactive suggestion

Job Requirements / Knowledge and skills

 • High School Certificate (HSC) or equivalent 

 • Diploma or certificate in Customer Service or Business Administration would be an advantage. 

 • Previous experience in customer service, front office, or insurance operations preferred. 

 • Knowledge and skills Basic knowledge of life insurance products and services

 • Understanding of client service processes and procedures

 • Knowledge of documentation and compliance requirements 

 • Awareness of confidentiality and data protection principles 

 • Familiarity with queue management and front office operations 

 • Customer service and client handling skills 

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