"Looking for a diverse and rewarding career? If you're looking to grow your career within a stable and growing financial services company, then Sagicor may be right for you!"
Sagicor Life Jamaica Limited is seeking a suitable candidate to join our Group Client Experience team in the capacity of:
Client Experience Representative
(Grade 3)
Provide quality assistance to the Group Client Experience Management in their mandate to enforce service standards and procedures.
Aid in assessments geared towards the enhancement of the client relations of the Sagicor Group Jamaica Limited, Sagicor Life of the Cayman Islands and any other associated entities to ensure alignment with the objectives of the Group.
Build meaningful relationships across the Group with a diverse network of partners to promulgate the client experience agenda.
Location: Kingston
As a Client Experience Representative, you will:
- Identify the reasons client contact the company through the analysis of client feedback and other reporting and be able to share concerns and recommendations with the leadership team for further action.
- Review all assigned responses from the Client Experience survey activities which include but will not be limited to: Daily/Weekly Transactional Surveys, Quarterly Mystery Shopper Survey, Annual Client Survey, Compliant Closure Survey and any other surveys that are under the direct management of the Client Experience department.
- Compile a report weekly to provide insight to the responses reviewed and this must include but not be limited to areas of priority for further action, commendations and any other areas of focus which will be communicated by the leadership team as required.
- Benchmark Insurance, Banking, Investments and other service standard levels with a view to lead best practices both internally within the Group and externally for the clients.
- Assist in monitoring the Complaint Management Portal to ensure that complaints are assigned and resolved as per service level standard.
- Assist in the submissions required for monthly and ad hoc reports.
- Perform any other job-related duties assigned.
What do you need?
- Bachelor’s Degree in Business Administration, Management Studies or equivalent from a recognised tertiary institution.
- ACS designation would be an asset.
- Two (2) years’ working experience within the financial services or insurance industry with a client-centric focus.
- Sound knowledge of computer software packages including spreadsheet and word processing applications.
- Detailed understanding of the Client Experience discipline with above average understanding of Client Experience (CX) design and measurements to include NPS and Customer Effort Score (CES), as well as CX governance.
- Excellent and effective oral and written communication skills including the ability to craft communication or present to external Advocacy Groups, Regulators, Senior Leadership and Executive management.
- Strong problem-solving, analytical, critical thinking, process improvement, relationship building, detail oriented and decision-making abilities.
- Ability to work under pressure with little supervision.
- Experience using service recovery techniques to rebuild trust, inspire confidence and drive client loyalty.
- Strong commitment to team and business results where group performance is heavily weighted.
- Extremely self-motivated and resilient to function optimally daily and work through successes and challenges.
- Outstanding self-management and personal accountability standards to consistently overcome obstacles and deliver on commitments.
- Excellent attitude to client service and teamwork.
- Excellent time management skills.
- Demonstrable persuasiveness, empathy and tact.
If this role is of interest to you, kindly submit an application via Sagicor's career portal no later than December 26, 2025.
While we appreciate all applications, only shortlisted candidates will be contacted.
