Customer Service Officer at Old Mutual Kenya

Customer Service Officer at Old Mutual Kenya – Old Mutual Kenya Kenya Job Details

About the Role

Old Mutual Kenya is recruiting a Customer Service Officer for a full-time position based in Kenya. This role sits at the intersection of underwriting operations and client service, combining administrative precision with direct customer interaction. The Customer Service Officer at Old Mutual Kenya will manage the day-to-day processing of insurance policies, maintain regulatory compliance, and ensure clients receive timely, accurate service throughout their policy lifecycle.

In the insurance sector, a Customer Service Officer role requires both technical knowledge and interpersonal skill. You’ll work within established underwriting frameworks to process business efficiently while maintaining the quality standards that protect both the company and its clients. This is a position suited to someone detail-oriented and comfortable working to tight deadlines.

Key Responsibilities

• Apply underwriting controls across the full client journey—from initial onboarding through policy issuance, documentation, and renewals.
• Capture customer data accurately and verify completeness of all underwriting documents before processing.
• Prepare quotations promptly and track follow-ups to ensure timely closure and client communication.
• Debit premiums and process policy documents, motor certificates, and yellow cards within agreed service timelines.
• Manage daily document scanning, indexing, and secure storage of client files and security documents.
• Initiate motor valuations when required and follow up to completion; process refunds and track payment status.
• Monitor policy renewals, identify retention opportunities for profitable accounts, and support cross-sell and upsell initiatives.
• Maintain the customer registry in full order and ensure all records are current and accessible.
• Comply with anti-money laundering (AML) and politically exposed person (PEP) guidelines in all transactions.
• Adhere to the authority matrix and credit control policy without exception.

Requirements & Qualifications

• Bachelor’s degree, preferably in insurance or a related field.
• Working knowledge of underwriting principles, procedures, and product offerings in insurance.
• Proficiency in customer service practices and the ability to handle enquiries professionally.
• Strong written and verbal communication skills.
• Competency with computer systems and office software.
• Ability to manage multiple tasks and meet strict turnaround times (TAT).
• Understanding of compliance requirements including AML/PEP regulations.

What to Expect

• A structured work environment with clearly defined processes and quality control checkpoints.
• Exposure to multiple lines of insurance business and the opportunity to build deep product knowledge.
• Regular interaction with internal teams and external clients in a service-focused culture.
• The Customer Service Officer at Old Mutual Kenya position in Kenya is open to qualified candidates. Click Apply below to submit your application.