Job Description
Britam is seeking an experienced and detail-oriented Senior Life Servicing Officer to strengthen its Life Insurance Operations team in Nairobi. This position offers an excellent opportunity for a professional who enjoys combining technical insurance knowledge with outstanding customer service, operational excellence, and relationship management. The successful candidate will play a central role in ensuring that group life, credit life, and retail life insurance portfolios are administered accurately, efficiently, and in accordance with internal service standards and regulatory requirements.
The role focuses on delivering high-quality policy administration while maintaining excellent working relationships with corporate clients, intermediaries, finance teams, underwriting specialists, and other internal stakeholders. The successful candidate will oversee various servicing activities including membership administration, premium reconciliation, policy adjustments, benefit cost calculations, documentation management, payment follow-up, and client communication. Every assignment requires exceptional attention to detail to ensure financial accuracy, policy integrity, and timely service delivery.
As part of a highly collaborative environment, the Senior Life Servicing Officer will contribute to business retention by providing responsive support to clients and ensuring service requests are completed within agreed turnaround times. The position also requires proactive monitoring of policy changes, verification of member information, preparation of debit and credit adjustments, coordination of medical underwriting requirements where applicable, and continuous follow-up on outstanding premiums and administrative fees.
The successful individual will demonstrate strong analytical thinking, excellent organizational abilities, and the capacity to manage multiple client portfolios while maintaining accuracy under tight deadlines. They will serve as a trusted point of contact for clients, responding professionally to enquiries, resolving operational concerns promptly, and ensuring all servicing processes comply with company procedures and industry regulations.
Britam values innovation, accountability, integrity, teamwork, and customer focus. Employees are encouraged to identify opportunities for process improvement, support digital transformation initiatives, and contribute ideas that enhance operational efficiency and customer satisfaction. This position provides exposure to diverse insurance products while offering opportunities for continuous professional growth within one of the region's leading financial services organizations.
The ideal candidate is passionate about delivering exceptional customer experiences, maintaining strong operational controls, and supporting sustainable business growth through efficient policy administration. If you possess a solid understanding of life insurance operations, enjoy working in a dynamic professional environment, and have the ability to balance technical responsibilities with client relationship management, this opportunity provides an excellent platform to further develop your career while contributing meaningfully to organizational success.
Key Responsibilities
- Administer group life, credit life, and individual life insurance portfolios while ensuring complete compliance with company procedures and service standards.
- Review, validate, and update member information whenever changes occur, including new enrollments, salary adjustments, exits, benefit amendments, and policy revisions.
- Perform detailed reconciliation of membership records against existing databases to maintain accurate policy information.
- Conduct premium reconciliations between clients, intermediaries, finance teams, and internal operational units.
- Coordinate reconciliation activities involving receivables, payables, commissions, premiums, and administration fees.
- Ensure reconciliation reports receive formal approval from relevant stakeholders before final processing.
- Prepare comprehensive costing schedules for policy amendments, new members, exits, refunds, and revised declarations.
- Generate accurate debit notes and credit notes supporting all approved policy adjustments.
- Communicate approved financial adjustments promptly to underwriting, finance, and other relevant departments.
- Process medical underwriting requirements for members exceeding applicable benefit thresholds.
- Monitor pending medical documentation and coordinate timely completion of underwriting requirements.
- Support client retention initiatives by consistently meeting agreed turnaround times for all servicing activities.
- Build productive working relationships with corporate clients, brokers, intermediaries, and internal departments.
- Respond promptly to client enquiries while maintaining professionalism and delivering clear communication.
- Resolve operational issues efficiently while ensuring minimal disruption to client service.
- Verify the accuracy of policy cost calculations before submission for financial processing.
- Maintain complete documentation supporting every servicing transaction.
- Monitor premium collections and follow up on outstanding client payments.
- Track outstanding administration fees payable by relevant business partners.
- Process supplementary cost calculations whenever policy changes occur.
- Communicate revised premium schedules, salary amendments, member additions, and exits without unnecessary delays.
- Maintain organized electronic and physical policy records for audit and compliance purposes.
- Ensure all servicing activities comply with insurance regulations and internal governance requirements.
- Prepare periodic operational reports highlighting servicing performance and outstanding actions.
- Collaborate closely with underwriting teams to facilitate smooth policy administration.
- Work with finance teams to resolve reconciliation discrepancies promptly.
- Escalate complex servicing matters requiring technical review or management intervention.
- Identify opportunities to improve servicing efficiency through process enhancement initiatives.
- Support implementation of operational improvement projects that enhance customer experience.
- Maintain confidentiality of client information in accordance with data protection policies.
- Participate in internal training sessions and continuous professional development activities.
- Assist with internal audits by providing complete documentation and operational records.
- Contribute to departmental performance objectives through consistent delivery of high-quality service.
- Demonstrate accountability, accuracy, professionalism, and integrity in every client interaction.
- Adapt effectively to evolving business requirements and changing operational priorities.
- Perform additional insurance servicing duties assigned by management in support of departmental and organizational objectives.
Qualifications & Requirements
- Bachelor's Degree in Business Administration, Commerce, Finance, Insurance, Economics, Risk Management, or another relevant business
- related discipline.
- Professional insurance certification or progress toward industry qualifications will be an added advantage.
- Strong understanding of life insurance administration and servicing principles.
- Good knowledge of insurance regulations and operational compliance requirements.
- Proficiency in Microsoft Office applications, particularly Microsoft Excel, Word, Outlook, and PowerPoint.
- Excellent numerical analysis and financial reconciliation capabilities.
- Strong written and verbal communication skills.
- Ability to work independently while contributing effectively within cross
- functional teams.
- High level of integrity, accountability, and confidentiality.
- Excellent organizational and time management abilities.
How to Apply
Interested candidates who meet the stated requirements are invited to submit a comprehensive application consisting of an updated CV and any relevant professional or academic supporting documents. Applications should clearly demonstrate qualifications, relevant insurance experience, technical competencies, and achievements related to life insurance operations and client servicing. Only shortlisted applicants will be contacted for the next stage of the recruitment process. Applicants are encouraged to submit their applications as early as possible, as the position will remain open until a suitable candidate has been identified.