Branch Administrator (Kakamega Branch)

About the role

Jubilee Life Insurance Limited is hiring a Branch Administrator for its Kakamega branch. The postholder reports to the Team Leader - Branches and provides operational and administrative support to the agency sales force, intermediaries and customers, covering new business, policy administration, underwriting coordination, customer onboarding, KYC management, policy servicing and persistency. The role acts as a key liaison between agents, intermediaries, customers and internal support functions.

Key responsibilities

• Serve as the main point of contact for walk-in customers and agents, answering questions on products, policies, premiums, claims, benefits and pensions, 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.
• Maintain customer identification documents and KYC records, and follow up on missing KYC, lapsed policies and premium arrears to improve persistency.
• Support pension servicing and administration, and generate policy statements, renewal and lapse notices and arrears notifications.
• Keep accurate, confidential customer, policy and pension records in the relevant systems.
• Communicate regularly with customers and agents, promote self-service and digital platforms, and build strong relationships to improve retention.
• Prepare periodic 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 products within approved guidelines.
• Apply underwriting guidelines and internal controls, comply with IRA requirements, KYC, anti-fraud, anti-money laundering and data protection rules, and support audits and compliance reviews.
• Take part in cross-functional projects, meet annual training targets and align with the company's cultural values.