Job particulars
- Job title
- Customer Operations Officer – Insurance
- Hiring organisation
- s Expand Recruitment Services
- Location
- Nairobi, Kenya
- Employment type
- Full-time
- Work arrangement
- On-site
- Industry
- Customer Service
- Level
- Middle
- Posted
- 26 Oct 2026
- Closing date
- 9 Nov 2026
Key responsibilities
- Coordinating insurance issuance — including sticker generation and DMVIC documentation — and proactively managing policy renewals and customer notifications to prevent coverage lapses.
- Managing the complete claims lifecycle from incident reporting and documentation through insurer submission, assessment, authorization, repair or compensation processing, and final claim closure.
- Liaising with insurers, approved garages, hospitals, customers, and internal teams to facilitate timely claims processing, resolve bottlenecks, and maintain clear communication throughout the claims journey.
- Processing bed-rest compensation and medical payments accurately and within agreed turnaround times to ensure eligible riders receive timely income protection support.
- Coordinating the issuance, tracking, and return of loaner bikes in collaboration with the Inventory team, maintaining clear communication with customers throughout the loaner period.
- Maintaining accurate, complete, and up-to-date insurance and claims records across all tracking systems, ensuring all accident incidents are promptly recorded with complete supporting documentation.
- Submitting claims to insurers within agreed SLA timelines, monitoring progress against turnaround targets, and proactively following up on outstanding actions to minimize delays.
- Conducting regular customer follow-up calls to obtain outstanding documentation, provide claims status updates, and guide customers through the claims and compensation process.
- Coordinating with approved garages to monitor repair progress, turnaround times, quality standards, and customer communication.
- Identifying and escalating complex claims, SLA breaches, and high-impact cases to the Customer Operations Team Lead with relevant background and recommended solutions.
- Preparing and submitting accurate weekly reports on claims volumes, submissions, approvals, closures, outstanding claims, ageing, turnaround times, and SLA compliance.
- Working closely with Customer Operations, Inventory, Finance, and Sales teams to coordinate interdependent activities and ensure seamless service delivery.
- Identifying recurring claims bottlenecks and process inefficiencies and recommending practical improvements to strengthen operational controls and enhance customer experience.
Candidate requirements
- Experience in insurance operations, claims coordination, or a related customer operations role.
- Strong attention to detail — able to maintain accurate records and manage documentation across multiple active cases simultaneously.
- Experience liaising with external stakeholders such as insurers, garages, or hospitals is a strong advantage.
- Proficiency in Excel and data tracking tools, with the ability to generate and analyse weekly performance reports.
- Strong communication and follow-up skills — comfortable engaging customers, internal teams, and external partners proactively.
- Ability to manage multiple workstreams simultaneously without dropping quality or missing SLA deadlines.
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Hiring organisation
s Expand Recruitment Services