Executive Officer - Business Support

EFU Life Assurance Ltd. seeks a detail-oriented Executive Officer - Business Support to join our dynamic team. This role focuses on delivering excellent customer support and facilitating smooth business operations within the insurance and financial services sectors. The ideal candidate brings 1 to 3 years of relevant experience, demonstrating strong problem-solving capabilities and the ability to manage relationships effectively through excellent communication and stakeholder engagement. Although not responsible for managing a team, the candidate will work collaboratively across departments to support business processes and address customer concerns efficiently. The Executive Officer plays a critical part in strengthening customer satisfaction by handling inquiries, resolving conflicts, and supporting various operational activities tied to digital platforms and service delivery. This position requires excellent analytical skills to monitor and improve service quality and operational workflows. The incumbent will contribute to cross-functional projects and initiatives aimed at enhancing business support functions while maintaining professionalism and accuracy in day-to-day tasks.
Responsibilities
 

• Managing and responding to day-to-day customer queries received through email, calls, digital channels, and other communication platforms.
  • Handling customer complaints and service-related issues, coordinating with relevant departments, and ensuring timely resolution within defined TATs.
  • Supporting customers with queries related to policies, claims, coverage, benefits, documentation, and claim submission procedures.
  • Coordinating with internal departments including Claims, Operations, IT, Finance, Marketing, and other relevant stakeholders for timely resolution of customer and operational issues.
  • Building and maintaining effective working relationships with business partners and coordinating with them on customer and operational matters.
  • Monitoring pending customer cases, complaints, and operational requests and ensuring timely follow-up until closure.
  • Maintaining accurate records of customer interactions, complaints, resolutions, and operational activities for reporting and future reference.
  • Preparing and maintaining daily, weekly, and monthly MIS reports related to customer queries, complaints, pending cases, resolution status, TAT, and other operational KPIs.
  • Identifying recurring customer issues and operational gaps and providing recommendations to improve processes, customer experience, and service efficiency.
  • Supporting business operations and ensuring that day-to-day activities are carried out efficiently in line with company policies, procedures, and defined service standards.
  • Escalating critical or high-priority customer issues to the relevant stakeholders and ensuring proper follow-up until resolution.
  • Supporting cross-functional initiatives and projects related to customer experience, business operations, process improvement, and digital insurance platforms.
  • Ensuring professional and timely communication with customers while maintaining a high level of service quality and customer satisfaction.
  • Ability to work in a dynamic and fast-paced environment while effectively managing multiple customer cases and operational priorities.