Senior Case Manager – Call Centre (First Assurance Kenya) at Absa Bank Limited

Senior Case Manager – Call Centre (First Assurance Kenya) at Absa Bank Limited – Absa Bank Limited Kenya Job Details

About the Role

Absa Bank Limited is recruiting a Senior Case Manager – Call Centre (First Assurance Kenya) to join its contact centre operations in Kenya. This is a full-time position supporting a 24-hour service delivery model. The Senior Case Manager – Call Centre (First Assurance Kenya) at Absa Bank Limited will manage both inbound and outbound customer interactions, handling insurance-related inquiries, case approvals, and member benefit guidance. This role sits within the banking and insurance sector, where managing customer relationships and ensuring regulatory compliance are essential.

The position requires someone who can balance operational efficiency with clinical judgment. You will work with insured clients, healthcare providers, and internal teams to resolve complex queries, process pre-authorizations, and guide members toward cost-effective care options. Banking jobs in Kenya in the insurance and customer service space demand strong communication, attention to detail, and the ability to work under service level agreements. The Senior Case Manager – Call Centre (First Assurance Kenya) at Absa Bank Limited operates within strict compliance frameworks and data protection requirements.

Key Responsibilities

• Manage inbound and outbound calls according to contact centre guidelines and professional etiquette, delivering timely solutions within agreed service level targets.
• Advise insured members on benefit entitlements, eligible service providers, and other matters related to their membership coverage.
• Address complex customer issues by providing accurate information and implementing appropriate solutions to achieve member satisfaction.
• Process membership eligibility checks, respond to coverage inquiries, review approval status requests, and manage benefit-related questions and case decisions.
• Issue medical pre-authorizations, undertakings, approvals, and formal declines in line with policy terms, authority limits, and turnaround times.
• Document all customer complaints and queries; follow through on escalated cases and ensure timely resolution with clear communication of outcomes.
• Conduct outbound follow-up calls with post-hospitalization clients to gather feedback and enroll eligible members in chronic disease management programs.
• Recommend cost-effective benefit utilization options such as maternity packages and chronic condition management schemes; negotiate third-party recovery rates with entities like the Social Health Authority.
• Coordinate 24-hour call centre scheduling based on staff availability, hours logged, and workload distribution.
• Identify service gaps and implement corrective actions to improve operational performance and customer experience.
• Maintain strict confidentiality of client information and ensure compliance with the Data Protection Act and all applicable regulations.

Requirements & Qualifications

• Bachelor’s Degree or Diploma in Nursing (registered with KRCHN), Clinical Medicine, Health Management, or a related health field; current professional license required.
• Minimum 2 years of clinical practice experience and at least 3 years of case management experience.
• Valid license from the relevant statutory regulatory body in your medical field.
• Further Education and Training Certificate (FETC) in Business, Commerce, or Management Studies.
• Proficiency in CRM software systems and Microsoft Office Suite (Word, Excel, Outlook).
• Strong written and verbal communication skills; ability to explain complex medical and insurance information clearly.
• Demonstrated competency in negotiation, problem-solving, collaboration, and customer-focused decision-making.
• Working knowledge of insurance policies, healthcare regulations, compliance standards, and medical pre-authorization protocols.

What to Expect

• A structured 24-hour contact centre environment where service levels and turnaround times are closely monitored; shift rotation applies.
• Regular interaction with insured members, healthcare providers, brokers, employers, and internal teams across different departments and functions.
• Ongoing professional development through training, coaching, and mandatory continuous professional education to maintain clinical knowledge and technical competency.
• This Senior Case Manager – Call Centre (First Assurance Kenya) at Absa Bank Limited position in Kenya is open to qualified candidates. Click Apply below to submit your application.