Customer Service Officer - Queensway Branch

Date Posted: Nov. 25, 2022, 9:55 a.m.

Old Mutual

Job Description

Job Description

The incumbent will be responsible for enforcing underwriting controls in the Branch including on-barding, issuing certificates, booking of business, documentation, Implementing underwriting guidelines, processes and procedures to ensure quality underwriting and business, ensuring profitability of the branch through quality control and on-boarding, ensuring quality documentation, timely turn around and maintaining excellent customer service and retention support.


  • Enforce underwriting controls
  • Ensure compliance with underwriting guidelines
  • Debiting of premiums and processing of policy documents within set timelines
  • Debiting and processing of renewal endorsements
  • Processing and checking of underwriting Documents
  • Issuing of Endorsements
  • Issuing of Motor Certificates
  • Issuing and signing of yellow cards
  • Review and dispatch of notices within set TAT
  • Ensure work is done within the set standards of service – Customer service charter
  • Do a detailed weekly mail reports on outstanding work.
  • Give quality customer service to all our clients.
  • Safe keeping yellow cards.
  • Daily scanning and indexing of mails
  • Issuance of valuation letters and follow up
  • Adherence to the credit control policy
  • Follow up renewals and reporting on status
  • Processing of client and Bank refunds
  • 100% Adherence to the authority matrix
  • Adherence to the underwriting guidelines and memos
  • Ensure registry is fully maintained in an orderly and is up to date
  • Ensure compliance of AML and PEP guidelines
  • Ensure cross sale and up sale opportunities are maximized.
  • Premium receipting of Mpesa, VISA and cheque payments and ensure cheques are banked on time -GI and Medical
  • Issuing customers with updated/ correct customer statements
  • Assisting clients with claims reporting (both GI & Health) and follow ups with Head office
  • Onboarding of retail medical clients and ensuring the customers receive medical cards
  • Perform any other duties as may be required by the management.


  • Basic Underwriting skills
  • Customer service skills
  • Good Communication Skills
  • Computer Literate


  • Business Related Degree
  • Advanced Industry Qualifications/ C.O.P
  • 1 year’s experience in the Insurance Industry

Closing Date: 02 December 2022

How To Apply

Interested and qualified candidates should submit their applications to Old Mutual via their career portal using the link Old Mutual Careers

Apply for this Job Now

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