Background

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.

Role Purpose

The role holder interacts with Jubilee Life customers to provide them with information to address inquiries regarding products and services. In addition, they deal with and help resolve any customer complaints and implement initiatives to improve customer satisfaction levels and loyalty, while ensuring that the customers receive world class customer service experience.

Main Responsibilities Operational

• Informing clients by explaining procedures and answering questions on telephone, social media and emails.
• Ensuring customer inquiries and complaints are promptly and effectively resolved within the required turnaround time.
• Interacting with the clients as the first point of contact between the company and the customers.
• Selling additional products by recognizing opportunities to cross-sell or up-sell new benefits.
• Maintaining call centre database by entering information in the CRM system.
• Resolving product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Ability to code all calls received.
• Identifying and escalating complex customer issues to the appropriate departments for resolution.
• Collaborating with team members and other departments to resolve customer problems effectively.
• Keeping accurate and detailed records of customer interactions and issue resolutions.
• Making calls to customers to update on arrears notices, lapse notices, renewals, policy statements etc and ensure collection of premiums.
• Contributing to team effort by accomplishing related results as needed.
• Preparing reports as requested by management.

Corporate Governance

• Compliance: Stay updated with insurance regulations and underwriting best practices to ensure compliance with industry standards
• Adherence to the laws and regulations of Kenya, the policies and regulations within the insurance industry and all internal company policies and procedures.
• Ensuring compliance with applicable statutory and regulatory requirements and establishing mitigation measures against emerging business risks.

Culture

• Fostering a corporate culture that promotes ethical practices and good corporate citizenship while maintaining a conducive work environment.
• Collaborate with cross-functional teams to develop initiatives that promote a positive and inclusive company culture.
• Individualized Development Planning: Create personalized development plans that align with your career aspirations and the organization's objectives.

Requirements

Key Competencies

• Customer Service: Ability to provide excellent service and resolve customer inquiries and complaints.
• Communication: Strong verbal and written communication skills to interact with customers and agents effectively.
• Problem-solving: Aptitude for identifying and resolving customer issues by providing suitable solutions.
• Active Listening: Ability to listen attentively to customers and understand their needs.
• Adaptability: Flexibility to handle various customer situations and adapt to changing priorities.
• Attention to Detail: Thoroughness in maintaining accurate customer records and analyzing information.
• Teamwork: Collaborative mindset to work effectively with colleagues and support team objectives.
• Empathy: Ability to understand and empathize with customers' concerns and provide appropriate support.

Qualifications

• Bachelor’s degree in insurance, Finance, Business or any other related course.
• Proficient in the use of Microsoft office suite/packages and project management tools & methodologies.

Relevant Experience

• Minimum 6 months – 1 year experience in a similar role.
• Experience in effectively resolving customer inquiries and complaints.
• Familiarity with insurance or financial products and services is advantageous.

• Informing clients by explaining procedures and answering questions on telephone, social media and emails.
• Ensuring customer inquiries and complaints are promptly and effectively resolved within the required turnaround time.
• Interacting with the clients as the first point of contact between the company and the customers.
• Selling additional products by recognizing opportunities to cross-sell or up-sell new benefits.
• Maintaining call centre database by entering information in the CRM system.
• Resolving product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Ability to code all calls received.
• Identifying and escalating complex customer issues to the appropriate departments for resolution.
• Collaborating with team members and other departments to resolve customer problems effectively.
• Keeping accurate and detailed records of customer interactions and issue resolutions.
• Making calls to customers to update on arrears notices, lapse notices, renewals, policy statements etc and ensure collection of premiums.
• Contributing to team effort by accomplishing related results as needed.
• Preparing reports as requested by management.
• Stay updated with insurance regulations and underwriting best practices to ensure compliance with industry standards
• Adherence to the laws and regulations of Kenya, the policies and regulations within the insurance industry and all internal company policies and procedures.
• Ensuring compliance with applicable statutory and regulatory requirements and establishing mitigation measures against emerging business risks.
• Fostering a corporate culture that promotes ethical practices and good corporate citizenship while maintaining a conducive work environment.
• Collaborate with cross-functional teams to develop initiatives that promote a positive and inclusive company culture.
• Create personalized development plans that align with your career aspirations and the organization's objectives.

• Customer Service
• Communication
• Problem-solving
• Active Listening
• Adaptability
• Attention to Detail
• Teamwork
• Empathy

• Bachelor’s degree in insurance, Finance, Business or any other related course.
• Proficient in the use of Microsoft office suite/packages and project management tools & methodologies.