Description

Job Purpose

Career counseling service

The role holder will be the primary point of contact for walk-in customers and policyholders, providing front line 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 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 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 and qualifications required

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 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, professional customer manner
• Strong problem-solving skills and 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

• 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 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 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.

• Excellent communication, interpersonal and problem-solving skills, with a strong Customer Service Orientation
• Demonstrated proficiency in Microsoft Word, Excel and PowerPoint
• Excellent verbal and written communication skills, with a warm, professional customer manner
• Strong problem-solving skills and 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
• Good Communication Skills
• Building Relationships
• Focuses on the Customer
• Develops Self
• Solves Problems

• Diploma or bachelor’s degree in business administration, Insurance or a related field
• Certificate of Proficiency (COP) in Insurance, or willingness to obtain 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