Branch Administrator (Nakuru Branch)

About the role

Jubilee Life Insurance Limited is looking for a Branch Administrator for its Nakuru branch. Reporting to the Team Leader-Branches, the role provides operational and administrative support to the agency sales force, intermediaries and customers, covering new business acquisition, policy administration, underwriting coordination, customer onboarding, KYC management, policy servicing and persistency. The position is full time.

Key responsibilities

• Serve as the main point of contact for walk-in customers and agents, answering questions on products, policies, premiums, claims, benefits and pension services, and resolving complaints within agreed turnaround times.
• Process policy transactions such as endorsements, renewals, reinstatements and cancellations, and handle new business applications and supporting documentation.
• Support pension servicing and administration, and collect, verify and maintain KYC records and customer identification documents.
• Monitor lapsed policies and premium arrears, work with agents and customers on policy revival, and track reasons for lapses.
• Maintain accurate customer, policy and pension records, generate policy statements, renewal and lapse notices, and escalate compliance and documentation issues.
• Communicate regularly with customers and agents, promote self-service and digital platforms, and build relationships that improve retention.
• Prepare reports on inquiries, complaints, underwriting applications, KYC compliance and persistency, and recommend process improvements.
• Identify cross-selling and up-selling opportunities, support branch marketing and business development campaigns, and promote Jubilee Group products within approved guidelines.
• Follow underwriting guidelines, IRA requirements, Kenyan law and KYC, anti-fraud and anti-money laundering rules, and support audits and risk mitigation.

Required profile

• Bachelor's degree in Insurance, Finance, Business or a related course; Diploma in Insurance preferred.
• 1-2 years of experience in customer service, insurance operations, policy administration or a related role.
• Experience handling customer inquiries, complaints and policy servicing transactions.
• Exposure to underwriting support, pension administration, KYC management or policy retention is an added advantage.