Old Mutual Kenya Customer Service Officer Jobs in Kenya
Key Tasks and Responsibilities
Serve as the primary point of contact for walk‑in, telephone, and email inquiries from policyholders and intermediaries.
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.
Educate customers on self‑service tools and support adoption of digital platforms.
Capture and update client information accurately in 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).
Ensure compliance with laws, regulatory requirements, and internal controls including OSHA standards.
Provide support during service campaigns, product launches, and customer satisfaction surveys.
Ensure all client interactions comply with the Insurance Act, Data Protection Act (DPA), and AML guidelines.
Perform any other duties related to the role as assigned by the Reporting Supervisor.
Skills and 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 insurance or financial services.
Familiarity with life insurance administration systems and processes.
Knowledge of life insurance products and policy administration.
Proficiency in CRM tools and Microsoft Office applications.
Qualifications
Bachelor’s degree in Commerce, Business Administration, or related discipline.
ALMI qualification with progress towards FLMI, AIIK, or ACII.
FLMI qualification will be an added advantage.
How to apply
For more information and job application details, see; Old Mutual Kenya Customer Service Officer Jobs in Kenya
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