Branch Customer Service Officer at Old Mutual Kenya

Job Description

• The Customer Service Officer is responsible for delivering exceptional front-line service to Retail Life and Pensions customers by responding to inquiries, resolving issues, and guiding clients throughout the policy lifecycle. The role supports policyholders, intermediaries, and internal teams in ensuring a positive customer experience and contributes to business retention through effective service delivery.

KEY TASKS AND RESPONSIBILITIES

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

SKILLS AND COMPETENCIES

• Excellent verbal and written communication skills
• Customer-centric mindset with problem-solving ability
• Strong interpersonal skills and emotional intelligence
• Discretion and confidentiality in handling personal and policy data
• Attention to detail and accuracy in service delivery

KNOWLEDGE & EXPERIENCE

• 2–3 years of experience in customer service within an insurance or financial services environment
• Familiarity with life insurance administration systems and processes
• Knowledge of life insurance products and policy administration processes
• Proficiency in CRM tools and Microsoft Office applications

QUALIFICATIONS

• Bachelor’s degree in Commerce, Business Administration, or a related discipline.
• ALMI qualification with demonstrated progress towards FLMI, AIIK, ACII
• FLMI qualification will be an added advantage

ANTI-MONEY LAUNDERING (AML) EXPECTATION

• The incumbent will be responsible for ensuring adherence to, implementation of, and adoption of Compliance, Anti-Money Laundering (AML), and Sanctions-related policies, procedures, and process requirements within Old Mutual and its subsidiaries.
• This includes execution of customer due diligence processes, ensuring compliance with Know-Your-Customer (KYC) standards, conducting ongoing and enhanced due diligence, and maintaining data quality. Additionally, the role involves identifying and monitoring potential AML, Sanctions, or Compliance breaches and unusual activities, and escalating these concerns to the Risk and Compliance Office for further action.

Skills

• Action Planning, Analytical Thinking, Budget Management, Computer Literacy, Data Compilation, Data Controls, Data Interpretations, Data Management, Desktop Publishing (DTP), Evaluating Information, Numerical Aptitude, Oral Communications, Presenting Solutions, Report Review

Competencies

• Action Oriented
• Collaborates
• Communicates Effectively
• Ensures Accountability
• Financial Acumen
• Instills Trust
• Optimizes Work Processes
• Plans and Aligns

Education

• NQF Level 3 & NQF Level 2 - Below school leaving