Role overview
What you'll be stepping into
The role holder will be the primary point of contact for walk-in customers and policyholders, providing frontline customer service, policy servicing support, KYC follow-up, and first-level underwriting and claims documentation support.
The role ensures a consistently high-quality customer experience, faster service turnaround times, and stronger compliance with KYC and documentation requirements, in line with Britam Life Uganda’s customer experience and retention objectives.
KEY RESPONSIBILITIES
Serve as the primary point of contact for walk-in customers, providing prompt, professional, and courteous service at all times.
Receive, log, and resolve routine customer inquiries and policy servicing requests, escalating complex matters to the relevant department as appropriate.
Follow up on outstanding KYC requirements with customers and intermediaries to ensure complete and compliant customer documentation.
Conduct customer verification and policy education calls to confirm client understanding of policy terms, benefits, and obligations.
Support first-level underwriting processes, including the collection and initial review of proposal forms and supporting documentation.
Assist customers with claims documentation and initial claims intake, ensuring completeness before submission to the Claims Department.
Support customer retention initiatives, including policy renewal reminders, persistency follow-up, and lapse-prevention outreach.
Promote digital channels and self-service platforms to customers, encouraging adoption and reducing over-the-counter transaction volumes.
Maintain accurate records of customer interactions, service requests, and resolutions in the customer service log/CRM system.
Coordinate with Underwriting, Claims, Finance, and Marketing to ensure timely resolution of customer requests and complaints.
Monitor and report on customer service turnaround times, complaint volumes, and resolution rates to support continuous service improvement.
Support cashless operational controls by directing customers to appropriate digital payment channels and verifying payment documentation.
Perform any other customer service or administrative duties as assigned in support of the Business Development function.
KEY PERFORMANCE MEASURES
Customer satisfaction ratings and service turnaround times
Percentage of KYC documentation completed within set timelines
Policy issuance completion rate
Complaint resolution rate and average resolution time
Customer retention/persistency rate
Digital channel and self-service adoption rate among serviced customers
WORKING RELATIONSHIPS
Internal Relationships
Business Development Manager
Underwriting
Finance
Claims
Branch and Unit Managers
External Relationships
Walk-in customers and policyholders
Insurance Regulatory Authority (IRA)
Corporate partners, banks, and brokers
KNOWLEDGE, EXPERIENCE & QUALIFICATIONS REQUIRED
Diploma or Bachelor’s Degree in Business Administration, Insurance, or a related field.
Certificate of Proficiency (COP) in Insurance, or willingness to obtain it within an agreed period, is an added advantage.
Demonstrated proficiency in Microsoft Word, Excel, and PowerPoint.
Experience with CRM or policy administration systems is an added advantage.
1–3 years’ experience in a customer service, front office, or client-facing role, preferably within financial services or insurance.
Excellent communication, interpersonal, and problem-solving skills, with a strong customer service orientation.
TECHNICAL & FUNCTIONAL COMPETENCIES
Excellent verbal and written communication skills, with a warm and professional customer manner.
Strong problem-solving skills and the ability to resolve customer issues calmly and effectively.
High attention to detail and accuracy in documentation and KYC verification.
Resilience and patience in handling high customer volumes and difficult interactions.
CORE COMPETENCIES
Good Communication Skills
Building Relationships
Focuses on the Customer
Develops Self
Solves Problems
How to apply