Customer Ops Pro – Insurance & Business Support

Szabist Isb; Karachi Division; On-site; PKR 600,000 - 1,000,000; Full time

Job summary

EFU Life Assurance Ltd. invites applications for an Executive Officer - Business Support to strengthen customer experience and streamline day-to-day processes in a fast-paced insurance environment.

The role requires meticulous attention to detail, solid problem-solving skills, and effective communication with stakeholders to ensure timely, accurate service delivery. The position involves collaborating across Claims, Operations, IT, Finance, and Marketing to resolve inquiries, maintain records,

Qualifications

• 1 to 3 years of relevant experience.
• Detail-oriented with strong problem-solving capabilities.
• Excellent communication and stakeholder engagement skills.
• Ability to collaborate across departments and manage relationships effectively.
• Analytical skills to monitor and improve service quality and workflows.
• Maintain 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.

Job description

EFU Life Assurance Ltd. invites applications for an Executive Officer - Business Support to strengthen customer experience and streamline day-to-day processes in a fast-paced insurance environment.

The role requires meticulous attention to detail, solid problem-solving skills, and effective communication with stakeholders to ensure timely, accurate service delivery. The position involves collaborating across Claims, Operations, IT, Finance, and Marketing to resolve inquiries, maintain records,