Vacancies at Old Mutual Kenya

Job Description

To assess, price and determine terms for risks presented within set standards of service in a manner to ensure quality selection of risks and timely service delivery, ensure attainment of operational excellence in underwriting department as well as develop and review existing products to ensure they meet changing market demands.

KEY TASKS AND RESPONSIBILITIES

• Ensure risks accepted are within the set underwriting guidelines and are covered under the reinsurance programme.
• Assist in providing technical advice to staff on rating and underwriting of complex risks.
• Support management on underwriting processes like business onboarding, documentation, risk surveys, valuations, policy issuance, certificates management, cancellations, refunds and review of underwriting manual.
• Provide support on product development and business innovation initiatives to ensure continuous review of existing products to meet changing market needs.
• Assist in product review, risk pricing and quotations.
• Respond to daily operational queries to ensure smooth operation and efficient customer experience within the stipulated turnaround times.
• Assist in reviewing underwriting processes, systems and standard operating procedures to meet the changing business needs and emerging control environment risks.
• Preparation and submission of monthly underwriting returns to IRA.
• Preparation and update of all compliance risks, events, indicators and actions into the risk management system.
• Auditing and monitoring compliance levels on various compliance issues such as underwriting guidelines, documentation, authority matrix, data completeness, risk cessioning in the system and compliance with filed and reinsurance rates.
• Enforce and ensure 100% compliance.
• Review and approval of policy schedules and documents
• Identify processes and product training needs and organize relevant training to fit such identified gaps.
• Assist in coaching and mentoring staff on underwriting guidelines, standard operating procedures and technical product knowledge.

SKILLS AND COMPETENCIES

• Sound Technical and Underwriting Skills
• Intensive and Extensive Product Knowledge.
• Good Analytical, Customer Service and communication Skills.
• Aligns Execution - Planning and prioritizing work to meet commitments aligned with organizational goals.
• Manages Complexity - Making sense of complex, high volume and sometimes contradictory information to effectively solve problems.
• Builds Effective Teams - Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals.
• Ensures Accountability - Holding self and others accountable for meeting commitments.
• Business Insight - Applying knowledge of business and the marketplace to advance the organization’s goals.
• Strategic Vision - Seeing ahead to future possibilities and translating them into breakthrough strategies.
• Drives Results - Consistently achieving results, even under tough circumstances.
• Customer Focus - Provides cautious, timely and helpful service to encourage client loyalty.
• Engages & Inspires - Creating a climate in which people are motivated to do their best to help the organization achieve its objectives.
• Instils Trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity
• Cultivates Innovation - Creating new and better ways for the organization to be successful.
• Develops Talent - Developing people to meet both their career goals and the organization’s goals.

KNOWLEDGE & EXPERIENCE

• Minimum of 5 years of experience in insurance.
• In-depth knowledge of underwriting and general insurance products.

QUALIFICATIONS

• Bachelor's degree in insurance, actuarial Science or business-related field.
• Professional qualification (ACII or IIK) or good progress.

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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
• Must have ALMI qualification with demonstrated progress towards FLMI, AIIK, ACII
• FLMI qualification will be an added advantage