Customer Service Officer – Life Business

Old Mutual Kenya is a financial services group established in 2015, based in Nairobi, Kenya. It provides a range of financial products and services, including insurance.

The Customer Service Officer is responsible for delivering exceptional service to Retail Life and Pensions customers. This includes handling inquiries, resolving issues, and providing guidance throughout the policy lifecycle. The role is crucial for supporting policyholders, intermediaries, and internal teams to ensure a positive customer experience and contribute to business retention through effective service delivery. The officer will also educate customers on self-service tools, accurately capture client information, and manage complaints according to established frameworks. Compliance with all relevant laws, regulations, and internal controls, including OSHA, the Insurance Act, Data Protection Act, and Anti-Money Laundering guidelines, is essential.

1. Serve as the primary point of contact for walk-in, telephone, and email inquiries from policyholders and intermediaries.
2. Respond promptly and accurately to customer inquiries, ensuring high standards of service delivery.
3. Handle various customer requests, including policy status updates, premium queries, beneficiary updates, and product information.
4. Liaise with internal departments such as underwriting, claims, and policy maintenance to resolve service issues and follow through on client requests.
5. Educate customers on self-service tools and support the adoption of digital platforms.
6. Capture and update client information accurately in the CRM and policy administration systems.
7. Log, escalate, and follow through on complaints in line with the complaints management framework.
8. Support client retention efforts through proactive customer engagement and follow-up.
9. Ensure adherence to turnaround times (TATs) and service level agreements (SLAs) to deliver consistent customer experience.
10. Ensure full compliance with applicable laws, regulatory requirements, and internal controls, including OSHA standards and required permits and licenses.
11. Provide support during service campaigns, product launches, and customer satisfaction surveys.
12. 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.
13. Perform any other duties related to the role as may be assigned by the Reporting Supervisor.

1. Excellent verbal and written communication skills.
2. Customer-centric mindset with strong problem-solving ability.
3. Strong interpersonal skills and emotional intelligence.
4. Discretion and confidentiality in handling personal and policy data.
5. Attention to detail and accuracy in service delivery.
6. 2–3 years of experience in customer service within an insurance or financial services environment.
7. Familiarity with life insurance administration systems and processes.
8. Knowledge of life insurance products and policy administration processes.
9. Proficiency in CRM tools and Microsoft Office applications.
10. Bachelor’s degree in Commerce, Business Administration, or a related discipline.
11. Must have ALMI qualification with demonstrated progress towards FLMI, AIIK, or ACII.
12. FLMI qualification will be an added advantage.