Customer Operations Officer - Insurance

About the role

M-KOPA's Mobility division is expanding its insurance operations across Kenya, covering policy issuance, renewals and the full claims lifecycle across insurers, garages, hospitals and customers. As an Insurance Customer Operations Officer you will coordinate coverage, manage end-to-end claims resolution and support rider income protection. The role is on-site in Nairobi and reports to the Customer Operations Team Lead.

Key responsibilities

• Coordinate insurance issuance, including sticker generation and DMVIC documentation, and manage policy renewals and customer notifications to prevent coverage lapses.
• Manage the complete claims lifecycle, from incident reporting and documentation through insurer submission, assessment, authorization, repair or compensation processing and final closure.
• Liaise with insurers, approved garages, hospitals, customers and internal teams to keep claims moving and resolve bottlenecks.
• Process bed-rest compensation and medical payments accurately and within agreed turnaround times.
• Coordinate the issuance, tracking and return of loaner bikes with the Inventory team.
• Maintain accurate, up-to-date insurance and claims records across all tracking systems.
• Submit claims to insurers within agreed SLAs, monitor progress and follow up on outstanding actions.
• Follow up with customers by phone to obtain documents, give status updates and guide them through the claims process.
• Monitor repair progress, turnaround times and quality standards with approved garages.
• Escalate complex claims, SLA breaches and high-impact cases to the Team Lead with background and recommendations.
• Prepare weekly reports on claims volumes, submissions, approvals, closures, ageing, turnaround times and SLA compliance.
• Work with Customer Operations, Inventory, Finance and Sales teams, and recommend improvements to reduce claims bottlenecks.

Required profile

• Experience in insurance operations, claims coordination or a related customer operations role.
• Strong attention to detail, able to keep accurate records across multiple active cases.
• Experience liaising with external stakeholders such as insurers, garages or hospitals is an advantage.
• Comfortable managing several workstreams at once without missing SLA deadlines.

Required skills

• Proficiency in Excel and data tracking tools, with the ability to generate and analyse weekly performance reports.
• Strong communication and follow-up skills with customers, internal teams and external partners.