Call Center Representative – Customer Service

About the role

HNB General Insurance Limited is seeking a full‑time Call Center Representative to join its Colombo team. The role involves handling both inbound and outbound calls, assisting customers with insurance‑related queries, and supporting policy‑related processes.

Key responsibilities

• Answer inbound calls and make outbound calls to provide information on insurance products.
• Assist customers with policy requests such as claims, renewals, and payments.
• Resolve customer issues promptly and record updates in internal systems.
• Escalate complex cases to relevant departments when necessary.
• Follow company procedures, meet performance targets, and ensure a professional customer experience.

Required profile

• Strong customer service orientation with a focus on satisfaction.
• Excellent interpersonal and communication skills in English and local languages.
• Good computer literacy and familiarity with call‑center systems and basic office software.
• Prior experience in a call centre or customer service role, preferably in insurance or financial services.
• Ability to work on‑site in Colombo, manage high call volumes and meet targets.
• Minimum secondary education; further certifications in customer service are a plus.
• Detail‑oriented, reliable and able to work in a fast‑paced, team‑oriented environment.