As one of the largest insurers and financial services companies in East Africa, we have decades of experience in helping discerning individuals protect and create their wealth. But that’s not all. We also keep an eye firmly on the future, using innovation to craft financial products and services that we know you need in today’s constantly changing world....

KEY RESPONSIBILITIES

Customer Service Delivery

• Respond promptly to customer inquiries from policyholders, pensioners, financial advisors, and other stakeholders through designated service channels.
• Analyze customer queries and determine appropriate solutions based on documented procedures and Product guidelines.
• Provide clear, accurate information regarding policies, claims, accounts, and service processes.
• Ensure timely resolution or escalation of complex cases.

Operational Support

• Process customer service requests and follow up to ensure completion within defined service timelines.
• Maintain accurate records of customer interactions and service requests.
• Escalate exceptions, complaints, or high-risk issues according to established escalation procedures.

Customer Experience Excellence

• Deliver professional and courteous service aligned with the organization’s customer experience standards.
• Identify recurring customer issues and highlight them to the Customer Service Officer or Assistant line manager.

Collaboration

• Work with internal departments to obtain required information and ensure resolution of customer matters.

PERSON SPECIFICATIONS

Knowledge, Skills and Abilities

• Excellent communication and interpersonal skills;
• Strong people relationship and collaboration skills;
• Good networking and presentation skills;
• Excellent planning, organization and time management skills;
• Excellent problem solving and decision-making skills;
• Knowledgeable of insurance operations
• Computer and telecommunications literacy
• Ability and flexibility to cope with a fast-paced job environment.
• Client-centered mindset
• Strong team relationship skills

Academic Qualification.

• Degree in a business-related degree or other relevant degree from a recognized institution

• Respond promptly to customer inquiries from policyholders, pensioners, financial advisors, and other stakeholders through designated service channels.
• Analyze customer queries and determine appropriate solutions based on documented procedures and Product guidelines.
• Provide clear, accurate information regarding policies, claims, accounts, and service processes.
• Ensure timely resolution or escalation of complex cases.
• Process customer service requests and follow up to ensure completion within defined service timelines.
• Maintain accurate records of customer interactions and service requests.
• Escalate exceptions, complaints, or high-risk issues according to established escalation procedures.
• Deliver professional and courteous service aligned with the organization’s customer experience standards.
• Identify recurring customer issues and highlight them to the Customer Service Officer or Assistant line manager.
• Work with internal departments to obtain required information and ensure resolution of customer matters.

• Excellent communication and interpersonal skills
• Strong people relationship and collaboration skills
• Good networking and presentation skills
• Excellent planning, organization and time management skills
• Excellent problem solving and decision-making skills
• Knowledge of insurance operations
• Computer and telecommunications literacy
• Ability and flexibility to cope with a fast-paced job environment
• Client-centered mindset
• Strong team relationship skills

• Degree in a business-related degree or other relevant degree from a recognized institution