Customer Service Executive

ICEA LION Group seeks a Customer Service Executive in Meru to resolve client issues and provide administrative support. You will address inquiries, process transactions, and ensure excellent service across all channels. This role requires strong communication, problem-solving skills, and the ability to thrive in a dynamic environment.

ICEA LION Group is a leading East African financial services provider offering insurance, pensions, investment, and trust services, with a strong footprint in Kenya, Uganda, and Tanzania.

Customer Service Executive – Meru

The role of a Customer Service Executive involves providing solutions and resolutions to a diverse range of customer related issues. It encampasses analyzing  viable solutions to different queries presented and applying documented procedures and precedent to determine the appropriate course of action. The person in this role is responsible for providing operations support, guidance and specialized administrative support to Policy owners, Pensioners, Financial Advisors and other internal and external customers.

KEY RESPONSIBILITIES:

1. Receiving and Resolving Client Inquiries and complaints

• Handling all customer inquiries, complaints, and service requests promptly and within quality and turnaround time standards across all assigned service channels (front desk, branch, digital, or phone).
• Supporting customers and financial advisors through onboarding and servicing processes, including policy updates, renewals, certificate issuance, basic underwriting, corrections, and general information needs.
• Connecting clients to relevant departments for specialized assistance and ensuring timely follow-up until resolution.
• Advising customers on claims processes, requirements, and coordinating with the back office for effective handling.
• Guiding customers seeking to cancel policies on their cover benefits and presenting suitable alternatives to support policy conservation.
• Collecting and acting on customer feedback, and reporting insights to inform service improvement.

2. Supporting Service Delivery Across Digital and In-Person Touchpoints

• Presenting a professional and service-oriented image at all customer touchpoints — both physical (branches/front desks) and digital.
• Filling in for colleagues across branches or channels during leave or when support is needed.
• Participating in internal service improvement initiatives, training, innovation programs, and team-building activities.
• Supporting relationship management through customer communication and engagement as assigned.

3. Handling Transaction-Related Support

• Processing customer-initiated transactions such as policy amendments, data corrections, document handling, and communication requests.
• Ensuring accurate and timely entry of all customer interactions and resolution steps in the designated service management system.
• Managing document flow, including preparation, logging, and dispatch to appropriate recipients.
• Monitoring stationery levels and processing requisitions in line with budget and operational needs.
• Preparing service performance reports (e.g., engagements, complaints, feedback) as directed.

4. Receiving and Receipting Payments

• Accurately receiving, receipting, and recording client payments in accordance with financial procedures.
• Ensuring timely banking of cheques and safeguarding all received financial instruments.

5. Representing the Company’s Brand in a Proactive, Service-Oriented Way

• Demonstrating professionalism and brand values in all client and internal interactions to protect and enhance the company’s reputation.
• Building strong relationships with customers and intermediaries through trust, responsiveness, and empathy.
• Promoting customer loyalty through proactive engagement, recognition, and value-adding experiences.
• Identifying and acting on opportunities to upsell or cross-sell relevant products based on customer needs.

Requirements

Knowledge, Skills, and Abilities

• Excellent communication and interpersonal skills;
• Strong people relationship and collaboration skills;
• Good networking and presentation skills;
• Excellent planning, organization and time management skills;
• Excellent problem solving and decision-making skills;
• Knowledgeable of insurance operations
• Computer and telecommunications literacy
• Ability and flexibility to cope with a fast-paced job environment.
• Client-centered mindset
• Strong team relationship skills

Academic Qualification.

• Degree in a business-related degree or other relevant degree from a recognized institution

Membership and Professional Qualifications

• Membership in a relevant insurance-related professional body is an added advantage
• Professional qualification in insurance is an added advantage

Experience

• Minimum of two (2) years’ relevant experience.