Branch Customer Service Officer

Role Overview

This position places you at the frontline of our retail life and pensions business, where you will be the first person policyholders and intermediaries speak to when they need help with their policies. Your day-to-day work involves untangling policy questions, chasing internal teams for answers, and making sure every enquiry is resolved quickly and within the service standards we have committed to. Every interaction you handle contributes directly to customer confidence and long-term retention, so your ability to listen, explain, and follow through matters just as much as your technical knowledge.

Key Responsibilities

• Respond to inbound enquiries from policyholders and intermediaries through walk-in visits, telephone calls, email, and the central client service mailbox, ensuring timely and accurate answers.
• Manage requests covering policy status updates, premium payments, beneficiary changes, product information, and policy documentation, resolving straightforward cases at first contact.
• Work with underwriting, claims, policy maintenance, and other internal departments to investigate complex issues, gather missing information, and provide customers with clear progress updates.
• Maintain accurate and complete customer records in the CRM and policy administration systems, ensuring data is up to date and ready for audit or reporting purposes.
• Encourage and guide customers in using self-service and digital platforms, helping them complete routine transactions online and reducing reliance on manual processes.
• Identify, log, and track complaints under the organisation's complaints management framework, escalating where required and confirming resolutions are delivered within agreed timelines.
• Support retention initiatives through proactive outreach, including service follow-ups, renewal reminders, and customer satisfaction surveys.
• Ensure all customer interactions comply with the Insurance Act, Data Protection Act, and AML/KYC obligations, including performing due diligence checks and escalating suspicious activity to the Risk and Compliance Office.

Requirements & Qualifications

• At least 2–3 years of customer service experience in an insurance or financial services environment, preferably with exposure to life insurance or pension products.
• Working knowledge of life insurance administration systems, policy administration processes, and the typical documentation involved in a policy's lifecycle.
• Strong verbal and written communication skills, with the ability to explain policy terms, procedures, and resolutions clearly to customers who may not be familiar with insurance jargon.
• Proficiency in CRM tools and Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint, for managing customer data and preparing service reports.
• A customer-focused and problem-solving approach, combined with attention to detail, discretion when handling personal data, and emotional resilience when dealing with frustrated or vulnerable customers.
• A Bachelor's degree in Commerce, Business Administration, or a related field.
• An ALMI qualification with demonstrated progress toward FLMI, AIIK, or ACII. A completed FLMI qualification is an added advantage.
• Sound understanding of AML, sanctions, and compliance requirements, including customer due diligence, KYC standards, enhanced due diligence, and the ability to identify unusual activity.