Sales & Customer Service Executive

Our client, a well-established local company, is looking to recruit a Sales & Customer Service Executive to join their growing team. Reporting to the Head of Department, the selected candidate's responsibilities will include:

• Be the first point of contact, and handle all communication with the clients through calls, emails, and walk-ins, promptly and professionally;
• Provide comprehensive product information and address client queries, whilst updating and amending client details promptly and accurately;
• Promote new products while considering the client's needs;
• Offer advice on the impacts of alterations to existing policies;
• Provide quotations for new policies and assist in completing necessary paperwork;
• Efficiently handle policy processes such as surrenders, maturities, death benefit payments, revisions, top-ups, switches, valuations, and premium payments;
• Address customer complaints received at Regional Offices and seek resolution through established channels;
• Process customer requests by amending customer/policy records and issuing appropriate paperwork;
• Use discretionary authority, where delegated, to resolve serious customer relationship breakdowns through redress compensation;
• Provide excellent customer service to phone and email inquiries similar to walk-in customers;
• Verify the identity of customers in accordance with established procedures;
• Log all calls in a call center database for record-keeping and follow-up purposes;
• Conduct proactive marketing of products and services, and surveys over the phone to gather feedback and insights;
• Actively follow up with clients whose policies are maturing to discuss reinvestment options;
• Assist with the receipt and processing of payments from walk-in customers;
• Conduct end-of-day reconciliation of cash and cheques; 
• Collaborate with supporting departments, and propose improvements in performance and efficiency, including technology, software, and workflow enhancements, to enhance service quality and optimize processes.

Working Hours

Monday - Thursday 08:00 - 17:00 + Fridays: 08:00 - 15:30

(July - August)

Monday - Thursday 08:00 - 15:30 + Friday 08:00 - 14:30

• Previous experience in Insurance processes, preferably Life, would be given preference
• Able to work independently and in a team
• Must hold good organizational and communication skills

• Insurance related certification is given preference (CII etc)
• Excellent Maltese and English verbal and written skills

• An attractive Performance Bonus
• Gym membership