Conservation Officer

Jubilee Life Insurance Limited is a part of Jubilee Insurance, a leading insurance company in Kenya founded in 1937. The company focuses on providing comprehensive life insurance solutions to its clients.

This role involves actively managing the life insurance portfolio to ensure policy persistency and conservation. The successful candidate will proactively identify and engage policyholders whose policies are at risk of lapsing, surrendering, or being cancelled. Key responsibilities include following up on outstanding premiums, facilitating policy reinstatements, analyzing policy exit requests, and recommending appropriate retention solutions. The officer will also support policy servicing and reporting, and assist in training relevant stakeholders on effective policy retention practices. This position reports to the Team Leader – Conservation and is based at the company’s Head Office in Nairobi.

1. Monitor premiums due, arrears, lapse indicators, and policy statuses to identify policies at risk.
2. Conduct timely outbound follow-ups with policyholders regarding outstanding premiums.
3. Engage policyholders whose policies are at risk of lapsing and provide appropriate retention solutions.
4. Manage in-force and lapsed policy portfolios to improve persistency and reduce lapses.
5. Review surrender, cancellation, and other policy exit requests and identify retention opportunities.
6. Facilitate the reinstatement of lapsed policies in accordance with approved requirements.
7. Monitor premium deposits and support initiatives aimed at reducing accumulated deposits.
8. Analyze lapse and cancellation trends and recommend interventions.
9. Support targeted conservation and retention campaigns.
10. Monitor conservation performance against agreed targets and escalate emerging risks.
11. Proactively engage policyholders to understand reasons for non-payment, lapse, surrender, or cancellation.
12. Provide timely, professional, and solution-oriented responses to policyholder enquiries.
13. Recommend approved retention solutions based on customer circumstances and policy provisions.
14. Conduct policy reviews where appropriate to understand changing customer needs.
15. Handle customer complaints and enquiries within prescribed turnaround times.
16. Maintain accurate records of customer interactions and retention interventions.
17. Maintain strict confidentiality and security of policyholder information.
18. Promote a positive customer experience throughout the retention process.
19. Handle policy alterations and servicing requests accurately and within prescribed timelines.
20. Process approved financial alterations on active policies in accordance with policy terms and procedures.
21. Prepare and process policy endorsements, correspondence, and related documentation.
22. Review premium payments for policyholders with multiple policies and help resolve premium misallocations.
23. Verify premium deposit amounts before processing refunds.
24. Support premium deposit reductions and refunds in accordance with approved procedures.
25. Ensure policy servicing transactions are accurately captured and documented.
26. Liaise with internal departments to resolve policy servicing and financial administration matters.
27. Review daily portfolio reports and identify policies requiring immediate intervention.
28. Monitor premium arrears, lapses, reinstatements, surrenders, cancellations, premium deposits, and retention rates.
29. Analyze portfolio trends and customer behavior to identify drivers of lapses and cancellations.
30. Prepare daily, weekly, and monthly conservation and persistency reports.
31. Provide insights and recommendations to support management decision-making.
32. Maintain accurate conservation records and supporting documentation.
33. Track the effectiveness of retention initiatives and recommend improvements.
34. Support initiatives aimed at improving policy retention and persistency.
35. Assist in training Sales Consultants, Agents, and other relevant stakeholders on conservation practices.
36. Provide guidance on lapse prevention, reinstatement, and customer retention interventions.
37. Collaborate with Sales, Customer Service, Underwriting, Finance, Operations, and other departments.
38. Support targeted customer retention campaigns and initiatives.
39. Ensure conservation, policy servicing, and customer engagement activities comply with approved policies and procedures.
40. Comply with applicable insurance laws, regulations, and industry standards.
41. Protect policyholder information in accordance with data protection requirements.
42. Identify and escalate operational, financial, compliance, and customer-related risks.
43. Maintain accurate documentation for audit, regulatory, and internal control requirements.
44. Adhere to company policies, procedures, controls, and applicable Group standards.
45. Support corrective actions arising from audits, compliance reviews, and risk assessments.

1. Bachelor’s degree in Insurance, Finance, Business Administration, Commerce, or another relevant field.
2. A diploma or professional qualification in Insurance is an added advantage.
3. Minimum of 2 years of experience in insurance, preferably in policy administration, customer service, policy servicing, collections, persistency, conservation, or a related role.
4. Experience in life insurance policy servicing and customer retention is an added advantage.
5. Experience handling policy alterations, reinstatements, premium arrears, and policy cancellations is an advantage.
6. Experience in customer engagement, complaint resolution, and portfolio monitoring.
7. Demonstrated competencies in customer centricity, communication, influencing, problem-solving, analytical thinking, and attention to detail.
8. Strong results orientation, negotiation, persuasion, collaboration, teamwork, integrity, confidentiality, resilience, adaptability, continuous improvement, accountability, and ownership.