Customer Service Officer – Fixed Term (Mombasa)

About the role

The Customer Service Officer will support the Mombasa branch of Old Mutual on a fixed‑term basis, ensuring high‑quality underwriting, documentation and customer service. The role combines operational control with direct client interaction to protect profitability and compliance.

Key responsibilities

• Enforce underwriting controls and ensure clean, accurate data capture.
• Prepare quotations promptly and follow up with clients.
• Debit premiums and process policy documents within set timelines.
• Process and check underwriting documents.
• Issue and sign Motor Certificates and Yellow cards.
• Deliver work within service standards and turnaround times.
• Provide quality customer service and retain profitable accounts.
• Safekeep security documents and manage daily scanning and indexing of mail.
• Initiate motor valuations and follow up.
• Adhere to credit control policy and authority matrix.
• Handle renewals, refunds and cross‑sale/up‑sale opportunities.
• Maintain an orderly, up‑to‑date registry.
• Ensure compliance with AML, PEP and KYC guidelines.
• Perform any other duties required by management.

Required profile

• Degree, preferably in insurance.
• Basic underwriting skills and product knowledge.
• Strong customer service orientation.
• Good communication skills.
• Computer literate.
• Ability to ensure compliance with AML, KYC and sanctions policies.

Required skills

• Computer literacy