Customer Experience Representative

Applications are invited for the position of Customer Experience Representative, Grade 2 in the Client Experience Center at Sagicor Life Inc. Job SummaryThe Customer Experience Representative serves as contact for all clients visiting the Client Experience Center by delivering a professional and welcoming service experience. This role ensures a seamless client experience by guiding clients through service processes, facilitating premium payments, maintaining client engagement, and supporting the overall efficiency of the Center. Key Duties And Responsibilities Greet and welcome clients as they arrive, ensuring a warm and enthusiastic yet professional first impression.

Clearly explain service processes to clients, including steps involved in their transaction and required documentation. Process premium payments accurately handling transactions and issuing receipts. Confer with customers to provide information about all Sagicor Products and Services. Check in with waiting clients, providing updates on service progress and ensuring a positive experience throughout their visit. Assist clients in preparing and submitting the necessary documents for their transactions. Facilitate customer requests for policy changes and disbursements. Assist with administrative tasks and other duties as required to maintain a high standard of service delivery.

Process financial transactions (policy loans, withdrawals, refunds, transfers etc) at the request of customers or authorized persons, through use of CAPSIL & GIAS Life Administration systems as well as P360 Imaging & Workflow application. Deliver cheques to clients. Prepare correspondence in relation to policy changes and disbursements. Scan all documents into the Policy Management system. Prepare all records for archival purposes. Maintain the confidentiality of sensitive documents, records, discussions and other information generated in connection with any assistance activities.

Assist with conserving policies by convincing clients to maintain their contracts and where possible identify opportunities to up sell Sagicor’s products and services. Contribute to the attainment of team service standards and specified service metrics. Advise the Supervisor of questions raised by customers that require a response beyond the scope of this position. Perform any other duties as assigned. Education/ExperienceKNOWLEDGE & SKILLS REQUIRED A good Secondary Education with at least five (5) O’ levels or CXC subjects including English Language and Mathematics or Accounting. Excellent verbal and written communication skills along with computer literacy are necessary. Good organisational skills.

A high proficiency in the use of Microsoft office software. Knowledge of insurance and investment services fundamentals. At least one (1) year’s experience in a customer service environment is essential. Ability to remain focused on customer queries for multiple consecutive hours with minimal walking around. Requires the ability to organise and manage multiple priorities. Previous experience within a financial services environment would be an asset. Interested and qualified persons are invited to submit their applications via the online career portal on our website by Friday, September 12, 2025.