Customer Service Officer

This role (Job Ref. No: JLIL 365) is crucial for providing excellent customer service, resolving inquiries and complaints efficiently, and ensuring overall customer satisfaction. The Customer Service Officer acts as the initial point of contact for both customers and agents, focusing on prompt issue resolution and meticulous maintenance of customer records.

Main Responsibilities

Operational Duties

• Ensure the agency office and infrastructure are well maintained, clean, and presentable.
• Promptly and effectively resolve customer and agent inquiries and complaints within the required turnaround time.
• Interact with clients and agents as the first point of contact, providing assistance and information on products or services.
• Provide detailed product or service information to assist customers and agents in making informed decisions.
• Maintain customer records by accurately updating account information in the system.
• Resolve product or service problems by actively listening to the customer's complaint, identifying the cause of the problem, explaining the best solution, and ensuring timely resolution.
• Implement strategic initiatives to improve customer satisfaction levels and loyalty.
• Regularly communicate with customers by sending updates, such as arrear notices, lapse notices, renewals, and policy statements, and suggest ways to enhance communication.
• Prepare reports on customer information by collecting and analyzing data to identify trends or areas for improvement.
• Analyze customer and agent complaints and recommend solutions to address underlying issues.
• Communicate changes or adjustments in policies to clients, ensuring clarity and understanding.
• Contribute to the team's efforts by accomplishing related tasks and supporting colleagues as needed.

Corporate Governance

• Underwriting Guidelines: Apply underwriting guidelines and policies to determine whether an applicant meets the criteria for coverage.
• Compliance: Stay updated with insurance regulations and underwriting best practices to ensure compliance with industry standards.
• Adherence to the laws and regulations of Kenya, the policies and regulations within the insurance industry, and all internal company policies and procedures.
• Ensure compliance with applicable statutory and regulatory requirements and establish mitigation measures against emerging business risks.

People & Culture

• Cross-Functional Collaboration: Actively participate in cross-functional project teams to drive collaboration, innovation, and accountability across departments and the Group.
• Employee Collaboration Index: Participate in a minimum of 2 company projects per year with an 80% success rate and engage in at least 1 Group-wide project per year.
• Skills and Competency Development Index: Achieve 100% compliance with your training plan annually to support personal and professional growth, ensuring alignment with career paths and future challenges.
• Cultural Alignment Index (CAI): Attain the Company’s CAI target score by embedding Jubilee’s values (e.g., innovation, teamwork, excellence) into project execution and team dynamics.
• Conflict Resolution: Address interpersonal or project-related conflicts constructively, maintaining team morale and focus on shared goals.
• Resource Advocacy: Communicate needs (e.g., tools, training, support) to supervisors to ensure personal and team success.

Key Competencies & Qualifications

Key Competencies

• Customer Service
• Communication (Strong verbal and written skills)
• Problem-solving
• Active Listening
• Adaptability
• Attention to Detail
• Teamwork
• Empathy

Academic Background & Relevant Qualifications

• Bachelor’s degree in Insurance, Finance, Business or any other related course.
• Diploma in Insurance will be an added advantage.
• 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.