About this role
Senior Executive – Call Center Union Assurance is a leading corporate and one of the fastest growing entities in the Life Insurance industry backed by the strength and stability of John Keells Holdings PLC, Sri Lanka's largest conglomerates. The Job Role: The person is responsible for providing exceptional customer service by handling inbound customer calls, resolving inquiries, processing requests, and ensuring positive customer experience Principle Accountabilities: Provide prompt and courteous customer service by answering inbound calls and addressing customer inquiries and concerns in a professional and timely manner Ensure timely and accurate logging of customer interactions, complaints, and resolutions in the system for proper record-keeping and follow-up. Manage and escalate customer complaints and grievances in line with established guidelines and procedures. Provide accurate information regarding policy coverage, claims processes, and other relevant insurance-related inquiries. Monitor and support the achievement of service standards, including Call Abandon Rate, customer satisfaction, and Net Promoter Score (NPS). Ensure timely and accurate updates of customer complaints in the Complaints and Feedback System (CFS). Monitor ticket resolution and closure to ensure timely responses to customer inquiries and concerns. Analyze performance data and key performance indicators to identify trends and implement improvement actions. Demonstrate strong product knowledge when addressing customer queries related to insurance products and services. Conduct continuous improvements through call evaluations, feedback, and quality monitoring initiatives. Maintain confidentiality and adhere to data protection and information security requirements while handling customer information. Qualifications and Experience Bachelor’s Degree in Business Management, Business Administration, Marketing or a related field from a recognized University or Institute. Full or part professional qualifications from a recognized institute will be an added advantage. Minimum 4+ years of experience in a call center or customer service environment. Strong understanding of call center operations and customer service standards. Excellent communication, interpersonal, and problem-solving skills Customer-focused mindset with strong analytical abilities. Ability to manage multiple priorities and perform well under pressure. Self-motivated team player with a professional approach to customer interactions. 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 19th September 2026