Customer Service Officer – Life Business (Kisii Branch)
Resolving
client inquiries, processing life insurance policy services, and driving
customer retention, requiring a Business/Insurance Degree or Diploma and 2+
years customer service experience.
Job Description
The Customer Service Officer is responsible for delivering
exceptional front-line service to Retail Life and Pensions customers by
responding to inquiries, resolving issues, and guiding clients throughout the
policy lifecycle. The role supports policyholders, intermediaries, and internal
teams in ensuring a positive customer experience and contributes to business
retention through effective service delivery.
Key Responsibilities
- Serve
as the primary point of contact for walk-in, telephone, and email
inquiries from policyholders and intermediaries via the client service
mailbox
- Respond
promptly and accurately to customer inquiries, ensuring high standards of
service delivery
- Handle
customer requests including policy status updates, premium queries,
beneficiary updates, and product information
- Liaise
with internal departments such as underwriting, claims, and policy
maintenance to resolve service issues and follow through on client
requests
- Educate
customers on self-service tools and support adoption of digital platforms
- Capture
and update client information accurately in the CRM and policy
administration systems
- Log,
escalate, and follow through on complaints in line with the complaints
management framework
- Support
client retention efforts through proactive customer engagement and
follow-up
- Ensure
adherence to turnaround times (TATs) and service level agreements (SLAs)
to deliver consistent customer experience
- Ensure
full compliance with applicable laws, regulatory requirements, and
internal controls, including OSHA standards and required permits and
licenses
- Provide
support during service campaigns, product launches, and customer
satisfaction surveys
- Ensure
all client interactions are handled in compliance with internal policies
and external regulations including the Insurance Act, Data Protection Act
(DPA), and Anti-Money Laundering (AML) guidelines
- Perform
any other duties related to the role as may be assigned by the Reporting
Supervisor from time to time
Skills & Competencies
- Excellent
verbal and written communication skills
- Customer-centric
mindset with problem-solving ability
- Strong
interpersonal skills and emotional intelligence
- Discretion
and confidentiality in handling personal and policy data
- Attention
to detail and accuracy in service delivery
Knowledge & Experience
- 2–3
years of experience in customer service within an insurance or financial
services environment
- Familiarity
with life insurance administration systems and processes
- Knowledge
of life insurance products and policy administration processes
- Proficiency
in CRM tools and Microsoft Office applications
Qualifications
- Bachelor’s
degree in Commerce, Business Administration, or a related discipline
- Must
have ALMI qualification with demonstrated progress towards FLMI, AIIK,
ACII
- FLMI
qualification will be an added advantage
