About this role
<p style="text-align:center;margin:0.0in 0.0in 8.0pt;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:14.0pt"><strong><span style="font-family:'Times New Roman', serif">Executive – Customer Service</span></strong></span></p> <p style="margin:0.0in 0.0in 8.0pt;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif"> </p> <p style="margin:0.0in 0.0in 8.0pt;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif"><strong><span style="font-family:'Times New Roman', serif">Union Assurance </span></strong><span style="font-family:'Times New Roman', serif">is a leading corporate and the fastest growing entity in the Life Insurance industry backed by the strength and stability of John Keells Holdings PLC, one of Sri Lanka's largest conglomerates. </span></p> <p style="margin:0.0in 0.0in 8.0pt;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif"> </p> <p style="margin:0.0in 0.0in 8.0pt;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif"><strong><span style="font-family:'Times New Roman', serif">The Job:</span></strong></p> <p style="margin:0.0in 0.0in 8.0pt;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:'Times New Roman', serif">The person will be responsible for providing customer support and resolving customer complaints & queries to enable Union Assurance to achieve its strategic business objectives while maintaining the set service standards of the organization.</span></p> <p style="margin:0.0in 0.0in 8.0pt;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif"> </p> <p style="margin:0.0in 0.0in 8.0pt;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif"><strong><span style="font-family:'Times New Roman', serif">Principal Accountability:</span></strong><span style="font-family:'Times New Roman', serif"> </span></p> <ul style="margin-bottom:0.0in;margin-top:0.0px"> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:'Times New Roman', serif">Handle customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution in alignment with UA’s core values </span></li> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:'Times New Roman', serif">Provide accurate, valid, and complete information to the customers’ queries by using the right methods/tools </span></li> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:'Times New Roman', serif">Escalate unresolved issues to the senior team member according to business needs </span></li> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:'Times New Roman', serif">Build sustainable relationships and trust with relevant stakeholders through open and interactive communication </span></li> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:'Times New Roman', serif">Prepare a report on complaint status and share it with senior management for further actions that are to be taken</span></li> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:'Times New Roman', serif">Keep records of customer interactions, process customer accounts and file documents for the customer care monitoring platform </span></li> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:'Times New Roman', serif">Effective use of available System Paths to minimize back office referring for operational matters</span></li> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:'Times New Roman', serif">Contribute to the development and implementation of complaint management policies and procedures</span></li> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:'Times New Roman', serif">Ensure compliance with policies and standard operating procedures to facilitate quality customer service experience across Union Assurance </span></li> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:'Times New Roman', serif">Identify and drive process improvements to ensure excellence in customer experience and timely delivery of services </span></li> </ul> <p style="margin:0.0in 0.0in 8.0pt 0.5in;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif"> </p> <p style="margin:0.0in 0.0in 8.0pt;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif"><strong><span style="font-family:'Times New Roman', serif">Qualifications and Experience:</span></strong></p> <ul style="margin-bottom:0.0in;margin-top:0.0px"> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:'Times New Roman', serif">A bachelor’s degree from a recognized University in any discipline.</span></li> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:'Times New Roman', serif">Full/ Part qualification in recognized professional institute will be an added advantage</span></li> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:'Times New Roman', serif">Minimum 02 years of experience in customer service or customer complaint management.</span></li> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:'Times New Roman', serif">Sound knowledge on Microsoft office packages </span></li> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:'Times New Roman', serif">Excellent communication and interpersonal skills</span></li> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:'Times New Roman', serif">Strong adaptability, work under pressure and capacity to work in fast-paced environments.</span></li> <li style="margin:0.0in 0.0in 8.0pt 0.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:'Times New Roman', serif">Ability to work independently and in a team-oriented environment.</span></li> </ul><div></div><p style="margin:0.0in 0.0in 8.0pt;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif"><strong><span style="font-family:'Times New Roman', serif">The selected candidate for the above position will be entitled to an attractive remuneration package. Applicants who are interested are encouraged to apply on or before 24th April 2026.</span></strong></p>