Customer Service Officer – Life Business (Kisii)

About the role

The Customer Service Officer will deliver exceptional front‑line service to Retail Life and Pensions customers, handling inquiries, resolving issues and guiding clients throughout the policy lifecycle. The role supports policyholders, intermediaries and internal teams to ensure a positive customer experience and contributes to business retention.

Key responsibilities

• Serve as the primary point of contact for walk‑in, telephone and email inquiries from policyholders and intermediaries.
• Respond promptly and accurately to customer requests such as policy status updates, premium queries, beneficiary changes and product information.
• Liaise with underwriting, claims and policy maintenance departments to resolve service issues.
• Educate customers on self‑service tools and promote adoption of digital platforms.
• Capture and update client information in the 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 ensure compliance with SLAs 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 a related discipline.
• ALMI qualification with progress towards FLMI or related certifications.
• Knowledge of life insurance products and policy administration processes.

Required skills

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