Officer (Call Center)

Officer (Call Center) – Union Assurance PLC

Job Overview

Union Assurance PLC is inviting applications for the position of Officer (Call Center) to join its Life Operations Team at the Head Office. This role is ideal for experienced customer service professionals who are passionate about delivering exceptional customer experiences through efficient call handling and stakeholder support. The successful candidate will play a key role in maintaining world-class service standards while supporting the department’s operational objectives.

Position Details

Job Title: Officer (Call Center)
Company: Union Assurance PLC
Industry: Insurance
Job Category: Customer Service & BPO, Banking & Insurance, Private Jobs
Job Type: Full Time
Job Location: Colombo District, Sri Lanka

Company Overview

Union Assurance PLC is one of Sri Lanka’s leading life insurance companies and a member of the prestigious John Keells Group. Renowned for innovation, customer excellence, and employee development, Union Assurance offers rewarding career opportunities and a professional work environment where employees can build successful long-term careers in the insurance industry.

Qualifications & Experience

• Part qualification in SLIM, CIM, IASL, or a 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.
• Excellent command of English and Sinhala languages.
• Fluency in Tamil will be an added advantage.
• Ability to work independently with minimum supervision.
• Strong multitasking, organizational, and problem-solving skills.
• Excellent interpersonal and communication skills.
• Customer-focused mindset with the ability to work under pressure.

Key Responsibilities

• Handle inbound customer calls professionally while maintaining exceptional service standards.
• Provide accurate information regarding products, services, and policy-related inquiries.
• Resolve customer complaints and service requests promptly and efficiently.
• Maintain positive relationships with customers and other stakeholders.
• Record and update customer interactions accurately in company systems.
• Escalate complex customer issues to the appropriate departments when necessary.
• Support departmental objectives by ensuring timely completion of assigned responsibilities.
• Maintain confidentiality and comply with company policies and service quality standards.

Required Skills

• Call Center Operations
• Customer Service
• Customer Care Management
• Communication Skills
• English Language Proficiency
• Sinhala Language Proficiency
• Tamil Language Proficiency
• Problem Solving
• Conflict Resolution
• Customer Relationship Management
• Time Management
• Multitasking
• Microsoft Office
• Teamwork
• Attention to Detail

Salary & Benefits

• Attractive remuneration package.
• Career growth opportunities within a leading life insurance company.
• Professional learning and development programmes.
• Exposure to a dynamic customer service environment.
• Opportunity to work with the prestigious John Keells Group.
• Additional employee benefits in accordance with company policy.

How to Apply

Interested candidates should send their updated CV to the email address below.

Email: Careers@unionassurance.com

Important Notes

• This position is based at the Head Office.
• Only shortlisted candidates will be contacted for interviews.
• Reference checks may be conducted during the recruitment process.
• Ensure all qualifications and experience are accurately stated in your application.
• Union Assurance PLC is an equal opportunity employer and welcomes applications from suitably qualified candidates.