Motor Call Center Officer

About the role

MUA is looking for a customer‑focused Motor Call Center Officer to join its Motor Claims team. The role involves handling inbound claim registrations, answering day‑to‑day queries, and acting as a liaison between customers and internal claims specialists.

Key responsibilities

• Answer inbound calls professionally, verify policy details and explain next steps and required documentation.
• Provide accurate claim updates to clients and relevant stakeholders while maintaining empathy, especially with distressed customers.
• Follow call scripts, service standards, company policies, data‑protection rules and regulatory requirements.
• Meet daily call‑handling targets, manage average handling time, abandonment and hold‑time metrics.
• Log all interactions in the claims system with complete and correct notes.
• Identify inconsistencies or red flags in accident reports and escalate suspicious cases to Claims Handlers or Team Leaders.
• Maintain accurate claim records and ensure proper documentation.
• Coordinate with Back Office, Contact Centre, IT and Claim Handling teams to follow up on documents, emails and claim‑related matters.

Required profile

• Minimum 2 years of relevant customer‑service or call‑center experience.
• Higher School Certificate / Baccalaureate or equivalent.
• Strong communication skills and ability to manage customer expectations.
• Excellent planning, organisation and follow‑up abilities.
• Capability to work under pressure and handle difficult or distressing situations professionally.
• Decision‑making within established procedures and strong attention to detail.

Required skills