Branch Administrator (Kakamega Branch)

About the role

Jubilee Life Insurance Limited is looking for a Branch Administrator for its Kakamega 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.
• Keep customers informed of policy changes and premium adjustments, promote self-service and digital platforms, and support branch marketing and business development.
• Prepare reports on inquiries, complaints, underwriting applications, KYC compliance and persistency, and recommend process improvements.
• Follow underwriting guidelines and IRA requirements, and comply with KYC, anti-fraud, anti-money laundering and data protection rules.

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 with insurance systems, customer databases and operational reporting tools is beneficial.