Customer Service Officer - Kisumu Branch

Old Mutual Kenya is part of a larger group that offers solutions in long-term savings, asset management and investment. We offer solutions to individuals and corporates underpinned by our core values which are: Respect, Integrity, Accountability and Pushing beyond boundaries.\n\n### Role Overview\nThe Customer Service Officer will be responsible for enforcing underwriting controls, implementing guidelines and procedures to ensure quality business, and maintaining excellent customer service and retention support at the Kisumu Branch.\n\n### Key Responsibilities\n* Enforce underwriting controls including onboarding, certificates, booking of business, and documentation.\n* Implement underwriting guidelines, process, and procedure to ensure quality underwriting and business.\n* Ensure profitability of the branch through quality control and onboarding.\n* Ensure clean and accurate data capture and timely preparation of quotations and follow-up.\n* Manage the debiting of premiums and processing of policy documents within set timelines.\n* Process and check underwriting documents, including the issuing and signing of Motor Certificates and Yellow cards.\n* Ensure work is completed within set standards of service and Turnaround Time (TAT).\n* Provide quality customer service to all clients and ensure the safe keeping of security documents.\n* Handle daily scanning and indexing of mails and initiate motor valuation follow-ups.\n* Adhere strictly (100%) to the credit control policy and authority matrix.\n* Follow up on renewals to ensure maximum retention of profitable accounts.\n* Process refunds timely and ensure the registry is fully maintained, orderly, and up to date.\n* Ensure adherence to, implementation of, and adoption of Compliance, Anti-Money Laundering (AML), and Sanctions-related policies.\n* Execute customer due diligence processes (KYC standards) and conduct ongoing and enhanced due diligence.\n* Identify and monitor potential AML, Sanctions, or Compliance breaches and escalate concerns to the Risk and Compliance Office.\n* Maximize cross-sale and up-sale opportunities.\n\n### Skills and Competencies\n* Basic Underwriting skills and product knowledge.\n* Excellent customer service skills.\n* Good Communication Skills.\n* Computer Literate.\n\n### Qualifications and Experience\n* A Bachelor's degree, preferably in Insurance.\n* Minimum of 1 year and above relevant experience.\n\n### How to Apply\nInterested and qualified candidates should apply online through the Old Mutual recruitment portal at . Applications must be submitted by the deadline of April 27, 2026.