Key responsibilities include:

• Support in the day‑day life policy servicing operations to ensure accuracy, timeliness, and compliance with internal policies and regulatory requirements.
• Work collaboratively with the team to meet service level agreements (SLAs), team KPIs, and individual productivity targets.

• Analyse customer enquiries and complaints and independently handle escalated cases via email and phone with professionalism and empathy.
• Ensure timely resolution of issues, balancing customer satisfaction with policy and operational guidelines.

• Collaborate and liaise with department stakeholders in implementing processes to improve operational efficiency or streamline processes and resolve policy related issues.
• Identify opportunities for service improvements and devel...