Customer Service Officer – Life Business (Kisii)

About the role

The Customer Service Officer will deliver front‑line support to Retail Life and Pensions clients at the Kisii branch. You will handle inquiries, resolve issues and guide policyholders throughout the policy lifecycle, contributing to client retention and satisfaction.

Key responsibilities

• Serve as the primary contact for walk‑in, telephone and email enquiries from policyholders and intermediaries.
• Provide accurate information on policy status, premiums, beneficiaries and product details.
• Liaise with underwriting, claims and policy maintenance teams to resolve service issues.
• Educate customers on self‑service tools and promote digital platform adoption.
• Capture and update client data in CRM and policy administration systems.
• Log, escalate and follow up on complaints in line with the complaints management framework.
• Support client retention through proactive engagement and follow‑up.
• Ensure compliance with turnaround times, service level agreements and regulatory requirements.

Required profile

• 2–3 years of customer service experience in insurance or financial services.
• Bachelor’s degree in Commerce, Business Administration or related field.
• ALMI qualification with progress towards FLMI, AIIK or ACIIFLMI (preferred).
• Knowledge of life insurance products, policy administration processes and relevant regulations.

Required skills

• Proficiency with CRM tools.
• Strong command of Microsoft Office applications.
• Familiarity with life insurance administration systems.