Senior Associate

We are currently seeking a high calibre professional to join our team as a Senior Associate

In this role you will:

 Front counter customer & distributor servicing

• Handle walk-in customers and distributor enquiries promptly, professionally, and accurately.
• Understand customer needs, provide correct guidance on required forms/documents, and manage expectations on processing timelines.
• Ensure smooth queue management and a positive service experience at the counter.

Outbound calls and email handling (supporting the counter)

• Make outbound calls to follow up on outstanding documents, clarify customer/distributor requests, and provide status updates.
• Respond to emails related to counter-served requests, ensuring clear, accurate, and timely communication.

Written correspondence & mail-outs

• Prepare written correspondence/letters (e.g., acknowledgements, requests for additional documents, outcomes/updates) accurately.
• Ensure mail-outs are completed within agreed timelines and properly recorded for tracking and audit purposes.

Complaints handling & complaints management support

• Manage assigned complaints cases and close within SLA.
• Investigate issues, coordinate with relevant teams/insurer partners as needed, and provide clear updates and resolutions.
• Assist with complaints management activities (case documentation, follow-ups, and contributing to root-cause identification).

Transaction quality, controls & compliance (walk-in transactions)

• Process walk-in transactions with a right-first-time approach, ensuring accuracy and completeness.
• Verify forms and supporting documents, perform required checks, and maintain proper records/case notes.
• Escalate exceptions, control issues, or potential fraud/suspicious activity via the appropriate channels.

Ad hoc duties

• Support additional tasks/projects assigned by the line manager (e.g., peak period support, reporting, process improvement, cross-coverage).

To be successful you will need:

• Experience in insurance customer service / insurance servicing, ideally in a front counter or customer-facing servicing role.
• Experience handling distributor/agent servicing requests is an advantage.
• Strong customer service mindset: courteous, patient, and solutions-focused.
• Confident face-to-face communication with a professional tone and approach.
• Clear written communication for emails and formal letters.
• Calm and resilient when handling complaints or difficult situations; able to de-escalate effectively.
• Strong attention to detail and accuracy; disciplined with documentation.
• Organised and able to prioritise work to meet timelines and SLAs.