Senior Servicing Officer - Life Business

Role Overview

This position is responsible for supervising the day-to-day servicing of large and complex group life and credit life schemes, making sure that every change, endorsement, and member record is processed precisely and within the required compliance framework. Beyond handling complex transactions, the role acts as a quality gatekeeper for the team, providing guidance to less experienced officers, resolving client and intermediary issues, and helping maintain a consistently high service experience across the portfolio.

Key Responsibilities

• Check and authorise complex scheme endorsements, benefit alterations, and member movements, verifying that all instructions comply with policy terms and internal standards before they are released.
• Validate policy schedules, member certificates, and debit notes, confirming that the information matches approved records and is ready for client dispatch.
• Compare scheme data against submitted premium schedules and remittance statements, investigating and reporting any mismatches or unexplained differences.
• Coach and support junior servicing officers by explaining technical concepts, reviewing their work, and helping them improve accuracy and confidence in daily tasks.
• Collaborate with underwriting, claims, retention, and reinsurance functions to resolve scheme-specific questions, unusual cases, and service exceptions.
• Handle more challenging client and broker queries that have been escalated, providing clear answers, progress updates, and proactive follow-through until closure.
• Take part in internal audits and servicing reviews, ensuring that trail documentation, files, and evidence are organised and readily available for inspection.
• Produce regular updates on service-level agreement performance, pending actions, and scheme health, using trends to recommend practical improvements.
• Observe all regulatory obligations concerning Anti-Money Laundering, data protection, the Insurance Act, and Insurance Regulatory Authority requirements when processing personal and scheme information.
• Report any suspected data irregularities or compliance concerns through the appropriate channels without delay.

Requirements & Qualifications

• At least three to four years of hands-on experience in group life administration, corporate life servicing, or a closely related insurance operations role.
• A bachelor’s degree in Commerce or another business-related discipline.
• Relevant professional insurance certification such as AIIK, ACII, or LOMA qualifications.
• Solid understanding of life insurance products, policy administration workflows, and the documentation lifecycle from endorsement to issue.
• Ability to lead by example, review the output of others, and provide constructive mentorship without disrupting operational pace.
• Strong analytical skills for reconciling data, spotting discrepancies, and assessing service performance using spreadsheets and reporting tools.
• Proficiency in policy administration systems and Microsoft Excel, including comfort with formulas, filtering, and data summaries.
• Clear and professional communication skills, with the capability to manage expectations of clients, brokers, and internal stakeholders at different levels.
• A detail-oriented mindset and commitment to protecting client information while applying compliance and audit requirements consistently.