Reference No: UFAA/PCOII/9/2026
a. Job Purpose
To provide frontline customer service to clients at the Authority's service centres, ensuring accurate
information provision, data entry and support in claims processing.
b. Job Description
Duties and responsibilities at this level will entail:
• Acting as the first point of contact resolution for customers and ensure the delivery of quality
service by projecting a professional and warm image;
• Providing accurate, valid, complete and educative information to customers using the right methods, skills and tools;
• Encouraging customers to participate by giving feedback using the provided service quality tools;
• Ensuring good housekeeping of Customer Centres and service desks;
• Supporting customers with claim application, amend, and validate supporting documents received
for further processing;
• Completing data entry verification tasks for amendment applications;
• Following up potential stakeholders through telephone calls, emails and text messages means to
get them registered;
• Providing accurate, timely and reliable data collection for management reports; and
• Recording all complaints and escalate the same as recommended.
c. Job Specifications
For appointment to this grade, a candidate must have:
• Bachelor’s degree in Communication, Public Relations, Education, Business Administration or it’s
equivalent from a recognized university; and
• Proficiency in computer applications.
d. Key Competencies and Skills
• Strong customer service and interpersonal skills;
• Good oral and written communication skills;
• Good data entry and record-keeping skills;
• High level of integrity and professionalism; and
• Ability to work under minimal supervision and as part of a team.