Job Ref. No: JAML087
Position: Client Engagement Officer
Jubilee Group was established in August 1937, as the first locally incorporated Insurance
Company based in Mombasa. Jubilee Group has spread its sphere of influence throughout the
region to become the largest Composite insurer in East Africa, handling Life, Pensions, Asset
Management and Medical Insurance. Today, Jubilee is the number one insurer in East Africa
with over 1.9 million clients. Jubilee Group has a network of offices in Kenya, Uganda, Tanzania,
Burundi. It is the only ISO certified insurance group listed on the three East Africa stock
exchanges – The Nairobi Securities Exchange (NSE), Dar es Salaam Stock Exchange and
Uganda Securities Exchange. Its regional offices are highly rated on leadership, quality and
risk management and have been awarded an AA- in Kenya and Uganda, and an A+ in Tanzania.
For more information, visit www.JubileeInsurance.com.
Jubilee Asset Management Limited (JAML) is a wholly owned subsidiary of Jubilee Group, with a
focus on providing fund management and investment advisory products and services to retail
and institutional clients. JAML is licensed as a Fund Manager and regulated by the Capital
Markets Authority (CMA) and the Retirement Benefits Authority (RBA).
We currently have an exciting career opportunity for a Client Engagement Officer within
Jubilee Asset Management Limited. The position holder will report to the Manager –
Customer Experience and will be based at our Head Office in Nairobi.
Role Purpose:
The role holder interacts with Jubilee Asset Management customers to provide them with
information, address inquiries regarding products, processes, and services. In addition, they deal
with and help resolve any customer complaints and implement initiatives to improve customer
satisfaction levels and loyalty, while ensuring that the customers receive world class customer
service.
Main Responsibilities:
Operational:
• Accountable for day-to-day communication with clients regarding product promotions,
customer engagement initiatives, and campaigns.
• Proactively contact clients with unfunded accounts, follow up to encourage account funding,
and achieve the set funding targets.
• Manage customer inquiries received through telephone, email, social media platforms, and
customer portals, ensuring prompt and professional responses.
• Provide portal support by assisting clients with account access, navigation, transaction
queries, and resolving technical issues.
• Receive, investigate, resolve, and escalate customer complaints through all communication
channels, ensuring timely resolution and excellent customer service.
• Collaborate with fund services department to ensure accurate and timely execution of
withdrawal transactions.
• Monitor customer feedback and engagement trends, providing recommendations to improve
service delivery and customer experience.
Corporate Governance (Regulatory and Compliance):
• Identify operational risks within the function and implement appropriate mitigation
measures.
• Maintain accurate, complete, and confidential client records in accordance with data
protection policies and regulatory requirements.
• Compliance: Stay updated with investments, Fund management, CIS, CBK, and
RBA regulations and customer services best practices to ensure compliance with
industry standards
• Ensure compliance with internal policies, regulatory requirements, and service level
agreements in all customer interactions and operational activities.
People and Culture:
• Fostering a corporate culture that promotes ethical practices and good corporate
citizenship while maintaining a conducive work environment.
• Collaborate with cross-functional teams to develop initiatives that promote a
positive and inclusive company culture.
• Individualized Development Planning: Create personalized development plans
that align with your career aspirations and the organization’s objectives.
Key Competencies:
• Customer Service: Ability to provide excellent service and resolve customer
inquiries and complaints.
• Communication: Strong verbal and written communication skills to interact with
customers and agents effectively.
• Problem-solving: Aptitude for identifying and resolving customer issues by
providing suitable solutions.
• Active Listening: Ability to listen attentively to customers and understand their
needs.
• Adaptability: Flexibility to handle various customer situations and adapt to
changing priorities.
• Attention to Detail: Thoroughness in maintaining accurate customer records
and analyzing information.
• Teamwork: Collaborative mindset to work effectively with colleagues and
support team objectives.
• Empathy: Ability to understand and empathize with customers’ concerns and
provide appropriate support.
Academic Background & Relevant Qualifications:
• Bachelor’s degree in Finance, Business or any other related course.
• Customer service training is an added advantage
• Minimum 2 years’ experience in a similar role.
• Experience in effectively resolving customer inquiries and complaints.
• Experience in financial service industry is an added advantage
If you are qualified and seeking an exciting new challenge, please apply via
Recruitment@jubileekenya.com quoting the Job Reference Number and
Position by Monday, 17th August 2026.