Branch Administrator

About

The Branch Administrator will provide operational and administrative support to the agency sales force, intermediaries and customers, supporting end-to-end business processing and service delivery. The role covers new business acquisition, policy administration, underwriting coordination, customer onboarding, KYC management, policy servicing and persistency initiatives. Reference: JLIL 437 Duty station: Kakamega Branch

How to apply

Apply via Recruitment@jubileekenya.com quoting the Job Reference Number and Position.

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Responsibilities

• Serve as the primary point of contact for walk-in customers and agents, providing timely and professional assistance.
• Provide accurate information on insurance products, policies, premiums, claims, benefits, and pension services.
• Resolve customer and agent inquiries and complaints within agreed turnaround times, escalating complex cases where necessary.
• Investigate service issues, follow up on outstanding requests, and support service recovery initiatives.
• Maintain a professional, clean, and welcoming branch service environment.
• Identify opportunities to improve customer satisfaction, service delivery, and operational efficiency.
• Process policy-related transactions, including endorsements, renewals, reinstatements, and cancellations, in accordance with established procedures.
• Receive, verify and submit new business applications and support documentation, following up on outstanding requirements and pending underwriting decisions with the relevant teams.
• Support pension servicing and administration by coordinating documentation, responding to member inquiries and following up on outstanding transactions with the Pension Administration and Servicing teams.
• Collect, verify, update and maintain customer identification documents and KYC records in compliance with regulatory and internal requirements.
• Monitor missing or incomplete KYC documentation and coordinate follow-ups with customers and agents to ensure timely updates.
• Monitor lapsed policies, premium arrears and renewal requirements, collaborating with agents and customers to facilitate policy revival and improve persistency.
• Identify reasons for policy lapses, track revival efforts and escalate recurring trends or retention challenges for appropriate intervention.
• Maintain accurate customer, policy, and pension records in the relevant systems, ensuring proper documentation, confidentiality, and data integrity.
• Generate and issue policy statements, renewal notices, lapse notices, and arrears notifications, as applicable.

Qualifications

• Bachelor’s degree in Insurance, Finance, Business or any other related course.
• Diploma in Insurance will be an added advantage.
• Minimum of 1–2 years' experience in customer service, insurance operations, policy administration, or a related role.
• Experience handling customer inquiries, complaints and policy servicing transactions.
• Exposure to underwriting support, pension administration, KYC management, or policy retention processes will be an added advantage.
• Experience working with insurance systems, customer databases, and operational reporting tools will be beneficial.