Associate - Customer Service Centre

Role overview

We are looking for a frontline service professional to support the Customer Service Centre team. The role focuses on handling policy-related customer interactions efficiently, ensuring timely resolution, and delivering a high standard of service across service touchpoints.

Key responsibilities

• Respond to walk-in questions and service requests from policyholders and Financial Representatives for Life and General Insurance matters within the required turnaround time.
• Track and follow through unresolved counter enquiries so they are completed promptly.
• Review and manage appeals, customer feedback, and minor complaints from policyholders, Financial Representatives, and business partners.
• Deliver a positive and professional customer experience at every interaction.
• Handle complaints and feedback effectively and close them within operational time standards.
• Own business and regulatory compliance risks and take suitable action to reduce exposure.
• Stay informed about compliance trends, emerging threats, and preventive measures.
• Flag possible issues early and share practical risk-management approaches.
• Support ad hoc operational tasks to keep service touchpoints running smoothly, including assistance to Digital Comms and Call Centre teams.
• Be willing to rotate across different Service Centres when required.
• Take on projects and other duties as assigned.

Eligibility and qualifications

Applicants should have a GCE ‘A’ level, Diploma, or Degree from a recognized institution. Candidates with professional insurance certifications such as BCP, PGI, M5, M9, M9A, or Health Insurance will have an advantage. Fresh Diploma and Degree graduates are welcome to apply.

Skills and work style

The ideal candidate is a team player with strong written and verbal communication skills, good interpersonal abilities, and a customer-focused mindset. Comfort with a busy frontline environment, attention to detail, the ability to work independently, and the flexibility to adapt in a fast-paced setting are important. Strong working knowledge of MS Office, especially Excel and Word, is also required.

Additional information

• The role is based at Ge, Grand Bassa County, Liberia.
• Work is onsite.
• The position may involve rotation among different Service Centre locations.
• Recruitment agencies are asked not to submit unsolicited resumes, as such submissions will not be considered and no related fees will be paid.