Old Mutual Kenya – Call Centre Agent – Permanent.

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Job Description

  • The Call Centre Care Agent is responsible for managing all incoming calls to the Old Mutual.

Roles & Responsibilities

  • Efficient & timely claim registration & pending claim documentation follow-up
  • Assessor appointment, Windscreen claims processing, Issuance of Courtesy car
  • Service provider invoice settlement
  • Provide 24/7 support on road rescue.
  • Evaluate all new claims and ensure reserves are up to date and appropriate service providers are put in place.
  • Manage customer complaints, feedbacks, and communication.
  • Provide claims status updates.
  • Resolve minor claims complaints.
  • Always answer incoming telephone calls into the Call Center in a professional manner.
  • Escalate / liaise with other teams on any issues which require further consultation.   
  • Normal Call center duties. E.g., carrying out customer surveys, social media, email management.
  • Performs all other tasks as assigned by the Call Center Manager
  • Provide customers with product and service information

Qualifications & Experience

  • Basic level of proficiency with Windows based applications such as MS Office, Excel, Word
  • Proficient ability to analyse data and develop recommendations.
  • Strong verbal and written communication skills
  • Always maintains a professional/customer service focus. 
  • Analytical Thinking, Claims Communication, Constructive Feedback, Customer Follow-Ups, Customer Service, People Management, Professional Etiquette, Quality Assurance (QA)

Skills and competencies 

  • Availability to work any both day and night shifts.
  • 1+ years Call Center experience.
  • 2+ months professional experience in an office setting using the telephone and computer as primary instruments to perform the job duties.
  • Business related degree
  • Progress in Professional qualification in insurance e.g., ACII, COP preferred.
  • Experience working in the Insurance industry preferred.


To apply




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