Customer Service Officer - Insurance

About the role

The Customer Service Officer – Insurance acts as the primary point of contact for both internal and external stakeholders throughout the insurance customer journey. You will support quotation preparation, policy issuance, onboarding, renewals, claims follow‑up and provide technical assistance to ensure a smooth experience.

Key responsibilities

• Contribute to improving customer service processes and support customer‑focused initiatives.
• Provide consistent after‑sales support, handling claims, queries and complaints within agreed timelines.
• Maintain strong customer experience standards and support the overall claims journey.
• Prepare and deliver insurance quotations, support policy processing and ensure documentation complies with KYC and AML requirements.
• Follow up on renewals, applications and customer requests across multiple communication channels.
• Assist in claims handling, including follow‑up, documentation, reporting and communication of claim status.
• Maintain accurate records, trackers and reports related to sales, claims and customer activities.
• Monitor payments, support reconciliations and follow up on outstanding balances.
• Ensure compliance with company policies, procedures and regulatory requirements.
• Contribute to sales campaigns and support achievement of team performance targets.

Required profile

• Minimum Higher School Certificate; CII qualifications or studies in Insurance, Business or a related field are an advantage.
• 3–5 years of experience in an insurance environment, with exposure to underwriting and claims beneficial.
• Good understanding of insurance products, services and customer‑related processes, or willingness to build this knowledge.
• Proven experience delivering consistent customer service and building long‑term client relationships.
• Strong communication skills in English and French with good listening abilities.
• Comfortable using Microsoft Office and general IT tools.
• Excellent organisational and planning skills with the ability to manage priorities and meet deadlines.
• Able to handle confidential information with care and attention to detail.
• Analytical mindset with the ability to understand financial information.

Required skills

• Microsoft Office