Customer Operations Officer – Insurance

About the role

M-KOPA Solar is looking for an Insurance Customer Operations Officer in Nairobi to coordinate insurance coverage, manage end-to-end claims resolution and support rider income protection as the Mobility division scales across Kenya. The role is full time and involves claims coordination, documentation and stakeholder liaison.

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 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 Customer Operations 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 and ability to keep accurate records across multiple active cases.
• Experience liaising with external stakeholders such as insurers, garages or hospitals is an advantage.
• Strong communication and follow-up skills, and ability to handle several workstreams while meeting SLA deadlines.

Required skills

• Proficiency in Excel and data tracking tools, with ability to generate and analyse weekly performance reports.
• Claims documentation and record keeping.

To apply, candidates register with the recruitment agency handling the vacancy and upload their CV.