Customer Service Officer – Life Business (Kisii Branch)

Role Overview

This Customer Service Officer serves Retail Life and Pensions customers across walk-in, telephone, and email channels. The role handles policy-related questions and requests from policyholders and intermediaries, coordinates with internal teams to resolve issues, and keeps customers informed throughout the policy lifecycle. By delivering accurate, timely, and compliant service, the officer helps protect customer trust and supports the company’s retention goals.

Key Responsibilities

• Receive and respond to walk-in customers, phone calls, and messages sent to the shared client service inbox.
• Resolve questions and requests from policyholders and intermediaries about policy standing, premiums, beneficiary changes, and product details.
• Work with underwriting, claims, and policy servicing colleagues to clear blockers and keep clients updated on progress.
• Guide customers to digital and self-service options, helping them complete routine tasks without needing to contact the service team.
• Keep customer records in CRM and policy administration systems accurate and current after every interaction.
• Capture, escalate, and track complaints through the company’s complaint process, making sure issues are closed and the customer receives a response.
• Meet service turnaround and SLA commitments, and use proactive outreach, follow-up, and customer satisfaction surveys to support retention.
• Apply insurance, data protection, anti-money laundering, OSHA, and licensing rules to all customer interactions, and support service campaigns and product launches as needed.

Requirements & Qualifications

• Two to three years in a customer service role at an insurer or financial services firm.
• Working knowledge of life insurance products and policy administration.
• Comfort using life insurance administration platforms and their workflows.
• Proficiency with CRM software and Microsoft Office applications.
• A bachelor’s degree in commerce, business administration, or a comparable field.
• ALMI designation, with active progress toward FLMI, AIIK, or ACII. An FLMI credential is a plus.
• Strong spoken and written communication.
• Customer-first problem solving, interpersonal skill, and emotional intelligence.
• Sound judgment and confidentiality when handling personal and policy information.
• High accuracy and attention to detail.