Customer Service Officer – Kisumu Branch at Old Mutual Kenya

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

Job Purpose

Old Mutual is seeking a detail-oriented and customer-focused Underwriting Assistant / Officer to support underwriting operations, ensure compliance with regulatory standards, and maintain high-quality service delivery. The role focuses on accurate data processing, policy administration, customer retention, and adherence to compliance and risk management frameworks.

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Duties and Responsibilities

• Enforcing underwriting controls including onboarding, certificates, booking of business, and documentation
• Implementing underwriting guidelines, processes, and procedures to ensure quality underwriting
• Ensuring accurate and clean data capture within underwriting systems
• Preparing quotations on time and following up with clients
• Debiting premiums and processing policy documents within set timelines
• Processing, reviewing, and validating underwriting documentation
• Issuing and signing motor certificates and yellow cards
• Maintaining service standards and turnaround time (TAT) compliance
• Delivering quality customer service and supporting client retention
• Safekeeping of security documents and maintaining proper records
• Conducting daily scanning and indexing of mails
• Initiating motor valuation processes and follow-ups
• Ensuring adherence to credit control policies
• Following up on renewals to maximize retention of profitable accounts
• Processing refunds within timelines and ensuring proper follow-up
• Ensuring full adherence to the authority matrix
• Maintaining an updated and well-organized registry
• Ensuring compliance with AML, PEP, and KYC guidelines
• Identifying and escalating compliance risks, AML breaches, or suspicious activities
• Supporting cross-selling and upselling opportunities
• Performing any other duties as assigned by management

Job Requirements

Skills and Competencies

• Basic underwriting skills and insurance product knowledge
• Strong customer service and client management skills
• Good communication and interpersonal skills
• Computer literacy and ability to work with underwriting systems

Qualifications

• Bachelor’s degree preferably in Insurance or a related field

Experience

• At least 1 year of relevant experience in underwriting or insurance operations