Jubilee Insurance Jobs-Customer Service Officer

Jubilee Insurance

  • Job Ref. No: JLIL189- Nairobi
  • Job Ref. No: JLIL190- Mombasa

Role Purpose

The incumbent will be responsible for delivering exceptional customer service, addressing inquiries and complaints, and ensuring overall customer satisfaction. Acting as the primary point of contact for customers and agents, the role involves resolving issues promptly, maintaining accurate customer records, and contributing to the overall efficiency of the team.

Main Responsibilities: Operational

  1. Ensure the agency office and infrastructure are well-maintained, clean, and presentable.
  2. Resolve customer and agent inquiries and complaints promptly and effectively within the required turnaround time.
  3. Interact with clients and agents as the initial point of contact, providing assistance and information on products or services.
  4. Provide detailed product or service information to assist customers and agents in making informed decisions.
  5. Maintain accurate customer records by updating account information in the system.
  6. Resolve product or service problems by actively listening to customer complaints, identifying the root cause, explaining the best solution, and ensuring timely resolution.
  7. Implement strategic initiatives to enhance customer satisfaction levels and loyalty.
  8. Regularly communicate with customers through updates such as arrear notices, lapse notices, renewals, and policy statements, suggesting ways to improve communication.
  9. Prepare reports on customer information by collecting and analyzing data to identify trends or areas for improvement.
  10. Analyze customer and agent complaints, recommending solutions to address underlying issues.
  11. Communicate changes or adjustments in policies to clients, ensuring clarity and understanding.
  12. Contribute to team efforts by accomplishing related tasks and supporting colleagues as needed.

Corporate Governance:

  1. Apply underwriting guidelines and policies to determine whether an applicant meets the criteria for coverage.
  2. Stay updated with insurance regulations and underwriting best practices to ensure compliance with industry standards.
  3. Adhere to the laws and regulations of Kenya, insurance industry policies and regulations, and internal company policies and procedures.
  4. Ensure compliance with applicable statutory and regulatory requirements and establish mitigation measures against emerging business risks.

Leadership & Culture:

  1. Foster a corporate culture that promotes ethical practices and good corporate citizenship while maintaining a conducive work environment.
  2. Collaborate with cross-functional teams to develop initiatives that promote a positive and inclusive company culture.
  3. Create personalized development plans aligning with career aspirations and organizational objectives.

Key Competencies:

  1. Customer Service: Ability to provide excellent service and resolve customer inquiries and complaints.
  2. Communication: Strong verbal and written communication skills for effective interaction with customers and agents.
  3. Problem-solving: Aptitude for identifying and resolving customer issues by providing suitable solutions.
  4. Active Listening: Ability to listen attentively to customers and understand their needs.
  5. Adaptability: Flexibility to handle various customer situations and adapt to changing priorities.


  • Bachelor’s degree in Insurance, Finance, Business, or a related field.
  • Diploma in Insurance will be an added advantage.

Relevant Experience:

  • Minimum 1-2 years’ experience in a similar role.
  • Experience in effectively resolving customer inquiries and complaints.
  • Familiarity with insurance or financial products and services is advantageous.

Method of Application:

If you are qualified and seeking an exciting new challenge, please apply via Recruitment@jubileekenya.com quoting the Job Reference Number and Position by 29th November 2023. Only shortlisted candidates will be contacted.

Job Ref. No: JLIL189- Nairobi

Job Ref. No: JLIL190- Mombasa

To apply for this job email your details to Recruitment@jubileekenya.com