About this role
ICBL is Barbados’ largest general insurance provider, writing business in all areas of general insurance including, Property, Liability, Accident, Motor, Marine, Aviation and Transit Insurance. ICBL also offers insurance coverage for Individual and Group Life, Individual and Group Health, Annuities and Individual and Group Pensions.
Applications are invited from suitably qualified persons to fill the permanent position of Customer Experience Associate in the Insurance Operations Business Unit. This position is at the level of Grade 7 in the Company’s compensation structure and will report to the Senior Customer Experience Associate or her designate.
Major Areas of Responsibility:
Customer Support & Service Delivery
• Provides prompt, professional support to customers via online platforms, email, telephone, in person and other assigned service.
• Represents the voice of the customer by actively listening, clarifying needs, providing solutions and responding.
• Responds to general customer queries related to ICBL insurance products, policy information, payments, and documentation.
• Escalates complex underwriting or service issues to senior team members in accordance with established procedures.
Online Support & Digital Services
• Assists customers with online processes including registration, payments, renewals, and general portal navigation.
• Promotes the use of the Company’s online and digital services to improve efficiency and customer convenience.
• Logs, tracks and documents customer interactions using approved systems and tools.
Underwriting Support (Level 1)
• Provides support with basic P&C underwriting and Life & Health service queries under guidance, including:
• Capturing accurate data and verification of customer information.
• Processing basic policy updates, endorsements, and service requests in line with established procedures.
• Preparing and issuing routine documentation such as quotations, certificates and MTAs, as instructed.
• Adheres strictly to underwriting guidelines, compliance requirements and regulatory standards.
• Ensures quality, compliance and performance.
• Maintains service quality standards (code of ethics and business conduct) and meets assigned performance targets as outlined in team and individual objectives (e.g. turnaround time, accuracy, service levels).
• Ensures compliance with internal policies, underwriting guidelines and Financial Services Commission (FSC)
• Identifies potential process improvements and reports issues or risks to the Supervisor.
• Participates in training and coaching to build underwriting knowledge and customer service capability.
• Exemplifies ICBL’s corporate values and supports organizational objectives.
• Performs other related duties as assigned and necessary for the development of the Insurance Corporation of Barbados
Qualifications, Experience and Skills
• Six (6) CXC General or ‘O’ Level subjects, including English and Mathematics.
• Up to one (1) year experience in a customer service, administrative, or office environment (insurance experience is an asset but not required).
• Basic knowledge of insurance concepts or a willingness to learn.
• Proficiency in Microsoft Office or similar computer applications.
• Strong customer service orientation with a professional and courteous manner.
• Clear verbal and written communication skills.
• Basic analytical and problem-solving ability.
• Good organizational skills with attention to detail.
• Ability to follow procedures, guidelines and instructions accurately.
• Willingness to learn P&C underwriting principles and insurance processes.
• Basic computer literacy and ability to work with multiple systems.
Compensation
A competitive remuneration package will be offered in accordance with qualifications and experience.
Deadline Date for Applications
Wednesday, September 09, 2026 DOE