Customer Service Officer - Kisumu Branch

Lets Write Africa's Story Together!

Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Job Description

• Enforce underwriting controls including on-barding, certificates, booking of business, documentation.
• Implement underwriting guidelines, process, and procedure to ensure quality underwriting and business.
• Ensure profitability of the branch through quality control and onboarding.
• Quality documentation timely turn around - TAT and.
• Excellent customer service and retention support.

1. KEY RESPONSIBILITIES

• Enforce underwriting controls
• Ensure clean and accurate data capture
• Timely preparation of quotations and follow up
• Debiting of premiums and processing of policy documents within set timelines
• Processing and checking of underwriting Documents
• Issuing & signing of Motor Certificates and Yellow cards
• Ensure that work is done within the set standards of service and TAT
• Give quality customer service to all clients
• Safe keeping of security documents
• Daily scanning and indexing of mails
• Initiating motor valuation and follow up
• Adherence to the credit control policy
• Follow up renewals and ensure maximum retention of profitable accounts
• Timely processing refunds and follow up
• 100% Adherence to the authority matrix
• Ensure registry is fully maintained, orderly and up to date
•  Ensure compliance of AML and PEP guidelines
• Ensure cross sale and up sale opportunities are maximized
• Perform any other duties as may be required by the management
• The incumbent will be responsible for ensuring adherence to, implementation of, and adoption of Compliance, Anti-Money Laundering (AML), and Sanctions-related policies, procedures, and process requirements within Old Mutual and its subsidiaries. This includes execution of customer due diligence processes, ensuring compliance with Know-Your-Customer (KYC) standards, conducting ongoing and enhanced due diligence, and maintaining data quality. Additionally, the role involves identifying and monitoring potential AML, Sanctions, or Compliance breaches and unusual activities, and escalating these concerns to the Risk and Compliance Office for further action

2. SKILLS AND COMPETENCIES

• Basic Underwriting skills and product knowledge.
• Customer service skills.
• Good Communication Skills.
• Computer Literate.

3. QUALIFICATIONS (Academic, Professional, Experience)

Qualifications:

• Degree preferably insurance.

Experience:

• 1 year and above.  

4. ANTI-MONEY LAUNDERING (AML) EXPECTATION

The incumbent will be responsible for ensuring adherence to, implementation of, and adoption of Compliance, Anti-Money Laundering (AML), and Sanctions-related policies, procedures, and process requirements within Old Mutual and its subsidiaries. This includes execution of customer due diligence processes, ensuring compliance with Know-Your-Customer (KYC) standards, conducting ongoing and enhanced due diligence, and maintaining data quality. Additionally, the role involves identifying and monitoring potential AML, Sanctions, or Compliance breaches and unusual activities, and escalating these concerns to the Risk and Compliance Office for further action.

Skills

Action Planning, Compliance Software, Computer Literacy, Crisis Management, Data Compilation, Developing Creative Solutions, Evaluating Information, Legal Practices, Management Reporting, Numerical Aptitude, Oral Communications, Regulatory Compliance Management, Risk Management, Underwriting Management

Competencies

Action Oriented

Collaborates

Ensures Accountability

Instills Trust

Manages Complexity

Optimizes Work Processes

Plans and Aligns

Education

NQF Level 3 & NQF Level 2 - Below school leaving

Closing Date

27 April 2026 , 23:59

The Old Mutual Story!