Call Center Officer – Union Assurance

Call Center Officer – Union Assurance

Job Overview

Job Title: Call Center Officer
Company: Union Assurance PLC
Location: Colombo District, Sri Lanka
Job Type: Full-Time
Industry: Insurance / Customer Service

Union Assurance PLC is seeking a motivated and customer-focused Call Center Officer to join its Life Operations Team. This position is ideal for candidates with experience in customer care, front-line services, service desk operations, or call center environments who are passionate about delivering exceptional customer experiences.

Position Details

The selected candidate will be responsible for ensuring efficient and effective customer service to all stakeholders through the company’s hotline and other communication channels. The role requires handling customer interactions professionally while supporting departmental objectives and operational excellence.

Employment Type: Full-Time
Department: Life Operations
Work Location: Head Office, Colombo District, Sri Lanka

Company Overview

Union Assurance PLC is one of Sri Lanka’s leading life insurance companies and a member of the John Keells Group. With a strong reputation for innovation, customer service excellence, and financial stability, the company provides a wide range of life insurance solutions to individuals and businesses across Sri Lanka.

Qualifications & Experience

• Part qualification in SLIM, CIM, or IASL, or
• Diploma in Marketing, Business Management, or a related field from a recognized university or institute
• Minimum 2 years of experience in Customer Care Management, Front Line Services, Service Desk, or Call Center operations
• Previous experience in a customer-facing role will be an added advantage
• Ability to work independently with minimum supervision
• Capability to multitask and perform effectively under pressure

Key Responsibilities

• Deliver professional and efficient customer service through hotline operations
• Respond to customer inquiries and provide accurate information
• Handle customer complaints and service requests promptly
• Maintain high standards of customer satisfaction
• Support the achievement of departmental goals and objectives
• Coordinate with internal teams to resolve customer issues
• Maintain accurate records of customer interactions
• Ensure compliance with company policies and service standards

Required Skills

• Excellent communication skills in English and Sinhala
• Fluency in Tamil will be a distinct advantage
• Strong interpersonal and customer service skills
• Good problem-solving and decision-making abilities
• Ability to work under pressure in a fast-paced environment
• Strong organizational and time-management skills
• Computer literacy and familiarity with customer service systems
• Team-oriented attitude with a professional work ethic

Salary & Benefits

• Competitive salary package
• Career growth opportunities within a leading insurance company
• Professional training and development programs
• Exposure to a dynamic and professional work environment
• Performance-based career advancement opportunities
• Employee benefits as per company policy

How to Apply

Interested candidates should send their updated CV to:

Email: Careers@unionassurance.com

Please mention “Call Center Officer” in the subject line of your email when applying.

Important Notes

• Only shortlisted candidates will be contacted.
• Applicants must ensure all information provided is accurate and up to date.
• By submitting an application, candidates consent to the processing of personal information for recruitment purposes.
• Reference checks may be conducted during the selection process.
• Union Assurance PLC is an equal opportunity employer and welcomes applications from suitably qualified candidates.