Customer Experience Intern
2025-05-22T14:09:09+00:00
Jubilee Insurance
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https://www.greatkenyanjobs.com/jobs
FULL_TIME
Nairobi
kenya
00100
Kenya
Insurance
Customer Service
2025-05-25T17:00:00+00:00
Kenya
8
Job Description
Jubilee Insurance was established in August 1937, as the first locally incorporated Insurance Company based in Mombasa in 1937. Jubilee Insurance has spread its sphere of influence throughout the region to become the largest Composite insurer in East Africa, handling Life, Pensions, general and Medical insurance
Customer Experience Intern
Role Purpose
The Customer Experience Intern is responsible for supporting the delivery of exceptional client experiences by assisting in client inquiry resolution, engagement initiatives, and feedback analysis to enhance client satisfaction and loyalty. This role focuses on supporting client onboarding, documenting interactions, and contributing to process improvements to strengthen JAML’s client-centric culture. The intern will gain practical experience in client relationship management and contribute to positioning JAML as a leader in wealth and institutional management solutions. This position reports to the Customer Experience Manager and works closely with the Customer Experience, Business Development, and Portfolio Management teams.
Key Responsibilities:
Strategic and Business Development Functions:
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Job search
Client Engagement and Support
Assist in responding to client inquiries regarding investment products, account management, and service processes, ensuring timely and accurate support.
Support the execution of client engagement initiatives, including onboarding sessions, product updates, and feedback surveys, to enhance client satisfaction.
Collaborate with Business Development and Portfolio Management teams to ensure seamless client experiences during onboarding and ongoing interactions.
Documentation and Feedback Management
Document client interactions and feedback using CRM systems (e.g., Salesforce) to maintain accurate records for audit and follow-up purposes.
Assist in resolving client issues and managing suspense accounts under supervision to uphold service quality.
Support the preparation of client communication materials, such as product guides or newsletters, to promote engagement.
Process Improvement and Analysis
Analyze client feedback to identify trends and opportunities for improving customer experience and service delivery.
Contribute to process improvement initiatives by providing insights from client interactions and supporting the implementation of digital tools.
Assist in streamlining client interaction workflows to enhance operational efficiency.
Compliance and Governance
Ensure all client interactions and documentation comply with relevant regulatory frameworks (Capital
Markets Authority, Data Protection Act) and internal audit standards.
Maintain accurate and comprehensive records of client engagement activities to meet audit, reporting, and quality assurance requirements.
Key Competencies:
Client-Centric Focus: Strong commitment to delivering exceptional client experiences and building trust.
Communication Skills: Excellent written and verbal communication skills for engaging clients and collaborating with teams.
Analytical Thinking: Ability to analyze client feedback and identify actionable insights for improvement.
Attention to Detail: Precision in documenting interactions and ensuring compliance with procedures.
Stakeholder Collaboration: Proven ability to work effectively with cross-functional teams to achieve customer experience objectives.
Adaptability: Eagerness to learn and adapt to new tools, processes, and industry trends.
Ethical Conduct: High standards of integrity, confidentiality, and professionalism in handling client data and interactions.
Education Requirements:
Bachelor’s Degree in Business Administration, Finance, Marketing, Customer Service, or a related field from a recognized university.
Coursework or certifications in Customer Service, Finance, or Investment Management is an added advantage.
Relevant Experience:
6-months of work experience required; previous internships, volunteer work, or projects in customer service, financial services, or client engagement is a plus.
Familiarity with CRM systems (e.g., Salesforce) and Microsoft Office (Excel, Word, PowerPoint) is desirable.
Exposure to financial services, insurance, or asset management sectors through coursework or projects is an advantage.
Key Responsibilities: Strategic and Business Development Functions: Kenyan job boards Job search Client Engagement and Support Assist in responding to client inquiries regarding investment products, account management, and service processes, ensuring timely and accurate support. Support the execution of client engagement initiatives, including onboarding sessions, product updates, and feedback surveys, to enhance client satisfaction. Collaborate with Business Development and Portfolio Management teams to ensure seamless client experiences during onboarding and ongoing interactions. Documentation and Feedback Management Document client interactions and feedback using CRM systems (e.g., Salesforce) to maintain accurate records for audit and follow-up purposes. Assist in resolving client issues and managing suspense accounts under supervision to uphold service quality. Support the preparation of client communication materials, such as product guides or newsletters, to promote engagement. Process Improvement and Analysis Analyze client feedback to identify trends and opportunities for improving customer experience and service delivery. Contribute to process improvement initiatives by providing insights from client interactions and supporting the implementation of digital tools. Assist in streamlining client interaction workflows to enhance operational efficiency. Compliance and Governance Ensure all client interactions and documentation comply with relevant regulatory frameworks (Capital Markets Authority, Data Protection Act) and internal audit standards. Maintain accurate and comprehensive records of client engagement activities to meet audit, reporting, and quality assurance requirements. Key Competencies: Client-Centric Focus: Strong commitment to delivering exceptional client experiences and building trust. Communication Skills: Excellent written and verbal communication skills for engaging clients and collaborating with teams. Analytical Thinking: Ability to analyze client feedback and identify actionable insights for improvement. Attention to Detail: Precision in documenting interactions and ensuring compliance with procedures. Stakeholder Collaboration: Proven ability to work effectively with cross-functional teams to achieve customer experience objectives. Adaptability: Eagerness to learn and adapt to new tools, processes, and industry trends. Ethical Conduct: High standards of integrity, confidentiality, and professionalism in handling client data and interactions.
6-months of work experience required; previous internships, volunteer work, or projects in customer service, financial services, or client engagement is a plus. Familiarity with CRM systems (e.g., Salesforce) and Microsoft Office (Excel, Word, PowerPoint) is desirable. Exposure to financial services, insurance, or asset management sectors through coursework or projects is an advantage.
Education Requirements: Bachelor’s Degree in Business Administration, Finance, Marketing, Customer Service, or a related field from a recognized university. Coursework or certifications in Customer Service, Finance, or Investment Management is an added advantage.
JOB-682f30054dd15
Vacancy title:
Customer Experience Intern
[Type: FULL_TIME, Industry: Insurance, Category: Customer Service]
Jobs at:
Jubilee Insurance
Deadline of this Job:
Sunday, May 25 2025
Duty Station:
Nairobi | kenya | Kenya
Summary
Date Posted: Thursday, May 22 2025, Base Salary: Not Disclosed
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JOB DETAILS:
Job Description
Jubilee Insurance was established in August 1937, as the first locally incorporated Insurance Company based in Mombasa in 1937. Jubilee Insurance has spread its sphere of influence throughout the region to become the largest Composite insurer in East Africa, handling Life, Pensions, general and Medical insurance
Customer Experience Intern
Role Purpose
The Customer Experience Intern is responsible for supporting the delivery of exceptional client experiences by assisting in client inquiry resolution, engagement initiatives, and feedback analysis to enhance client satisfaction and loyalty. This role focuses on supporting client onboarding, documenting interactions, and contributing to process improvements to strengthen JAML’s client-centric culture. The intern will gain practical experience in client relationship management and contribute to positioning JAML as a leader in wealth and institutional management solutions. This position reports to the Customer Experience Manager and works closely with the Customer Experience, Business Development, and Portfolio Management teams.
Key Responsibilities:
Strategic and Business Development Functions:
Client Engagement and Support
Assist in responding to client inquiries regarding investment products, account management, and service processes, ensuring timely and accurate support.
Support the execution of client engagement initiatives, including onboarding sessions, product updates, and feedback surveys, to enhance client satisfaction.
Collaborate with Business Development and Portfolio Management teams to ensure seamless client experiences during onboarding and ongoing interactions.
Documentation and Feedback Management
Document client interactions and feedback using CRM systems (e.g., Salesforce) to maintain accurate records for audit and follow-up purposes.
Assist in resolving client issues and managing suspense accounts under supervision to uphold service quality.
Support the preparation of client communication materials, such as product guides or newsletters, to promote engagement.
Process Improvement and Analysis
Analyze client feedback to identify trends and opportunities for improving customer experience and service delivery.
Contribute to process improvement initiatives by providing insights from client interactions and supporting the implementation of digital tools.
Assist in streamlining client interaction workflows to enhance operational efficiency.
Compliance and Governance
Ensure all client interactions and documentation comply with relevant regulatory frameworks (Capital
Markets Authority, Data Protection Act) and internal audit standards.
Maintain accurate and comprehensive records of client engagement activities to meet audit, reporting, and quality assurance requirements.
Key Competencies:
Client-Centric Focus: Strong commitment to delivering exceptional client experiences and building trust.
Communication Skills: Excellent written and verbal communication skills for engaging clients and collaborating with teams.
Analytical Thinking: Ability to analyze client feedback and identify actionable insights for improvement.
Attention to Detail: Precision in documenting interactions and ensuring compliance with procedures.
Stakeholder Collaboration: Proven ability to work effectively with cross-functional teams to achieve customer experience objectives.
Adaptability: Eagerness to learn and adapt to new tools, processes, and industry trends.
Ethical Conduct: High standards of integrity, confidentiality, and professionalism in handling client data and interactions.
Education Requirements:
Bachelor’s Degree in Business Administration, Finance, Marketing, Customer Service, or a related field from a recognized university.
Coursework or certifications in Customer Service, Finance, or Investment Management is an added advantage.
Relevant Experience:
6-months of work experience required; previous internships, volunteer work, or projects in customer service, financial services, or client engagement is a plus.
Familiarity with CRM systems (e.g., Salesforce) and Microsoft Office (Excel, Word, PowerPoint) is desirable.
Exposure to financial services, insurance, or asset management sectors through coursework or projects is an advantage.
Work Hours: 8
Experience in Months: 6
Level of Education: bachelor degree
Job application procedure
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quoting the Job Reference Number and Position by 25th May 2025.
Only shortlisted candidates will be contacted.
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