Customer Operations Officer – Insurance manages claims coordination and documentation, requires insurance operations experience, stakeholder liaison skills, and Excel proficiency. Full-time role in Nairobi.
We are looking for an
Insurance Customer Operations Officer to coordinate insurance coverage, manage
end-to-end claims resolution, and support rider income protection as we
continue to scale our Mobility division across Kenya.
Responsibilities
Coordinating
insurance issuance — including sticker generation and DMVIC documentation — and
proactively managing policy renewals and customer notifications to prevent
coverage lapses
Managing
the complete claims lifecycle from incident reporting and documentation through
insurer submission, assessment, authorization, repair or compensation
processing, and final claim closure
Liaising
with insurers, approved garages, hospitals, customers, and internal teams to
facilitate timely claims processing, resolve bottlenecks, and maintain clear
communication throughout the claims journey
Processing
bed-rest compensation and medical payments accurately and within agreed
turnaround times to ensure eligible riders receive timely income protection
support
Coordinating
the issuance, tracking, and return of loaner bikes in collaboration with the
Inventory team, maintaining clear communication with customers throughout the
loaner period
Maintaining
accurate, complete, and up-to-date insurance and claims records across all
tracking systems, ensuring all accident incidents are promptly recorded with
complete supporting documentation
Submitting
claims to insurers within agreed SLA timelines, monitoring progress against
turnaround targets, and proactively following up on outstanding actions to
minimize delays
Conducting
regular customer follow-up calls to obtain outstanding documentation, provide
claims status updates, and guide customers through the claims and compensation
process
Coordinating
with approved garages to monitor repair progress, turnaround times, quality
standards, and customer communication
Identifying
and escalating complex claims, SLA breaches, and high-impact cases to the
Customer Operations Team Lead with relevant background and recommended
solutions
Preparing
and submitting accurate weekly reports on claims volumes, submissions,
approvals, closures, outstanding claims, ageing, turnaround times, and SLA
compliance
Working
closely with Customer Operations, Inventory, Finance, and Sales teams to
coordinate interdependent activities and ensure seamless service delivery
Identifying
recurring claims bottlenecks and process inefficiencies and recommending
practical improvements to strengthen operational controls and enhance customer
experience
Requirements
Experience
in insurance operations, claims coordination, or a related customer operations
role
Strong
attention to detail — able to maintain accurate records and manage
documentation across multiple active cases simultaneously
Experience
liaising with external stakeholders such as insurers, garages, or hospitals is
a strong advantage
Proficiency
in Excel and data tracking tools, with the ability to generate and analyse
weekly performance reports
Strong
communication and follow-up skills — comfortable engaging customers, internal
teams, and external partners proactively
Ability
to manage multiple workstreams simultaneously without dropping quality or
missing SLA deadlines
