Conservation Officer at Jubilee Life Insurance Limited

Job Description

Jubilee Life Insurance Limited is seeking a qualified and experienced professional to join its team as a Conservation Officer. The position holder will report to the Team Leader – Conservation and will be based at the company’s Head Office in Nairobi.

Job Purpose

The Conservation Officer will be responsible for driving policy persistency and conservation of the life insurance portfolio by proactively identifying and engaging policyholders whose policies are at risk of lapsing, surrendering, or being cancelled.

The role will involve following up on outstanding premiums, facilitating policy reinstatements, analysing policy exit requests, recommending appropriate retention solutions, supporting policy servicing and reporting, and assisting in training relevant stakeholders on policy retention practices.

Key Responsibilities

1. Policy Conservation & Persistency Management

• Monitor premiums due, arrears, lapse indicators and policy statuses to identify policies at risk.
• Conduct timely outbound follow-ups with policyholders regarding outstanding premiums.
• Engage policyholders whose policies are at risk of lapsing and provide appropriate retention solutions.
• Manage in-force and lapsed policy portfolios to improve persistency and reduce lapses.
• Review surrender, cancellation and other policy exit requests and identify retention opportunities.
• Facilitate reinstatement of lapsed policies in accordance with approved requirements.
• Monitor premium deposits and support initiatives aimed at reducing accumulated deposits.
• Analyse lapse and cancellation trends and recommend interventions.
• Support targeted conservation and retention campaigns.
• Monitor conservation performance against agreed targets and escalate emerging risks.

2. Customer Engagement & Retention

• Proactively engage policyholders to understand reasons for non-payment, lapse, surrender or cancellation.
• Provide timely, professional and solution-oriented responses to policyholder enquiries.
• Recommend approved retention solutions based on customer circumstances and policy provisions.
• Conduct policy reviews where appropriate to understand changing customer needs.
• Handle customer complaints and enquiries within prescribed turnaround times.
• Maintain accurate records of customer interactions and retention interventions.
• Maintain strict confidentiality and security of policyholder information.
• Promote a positive customer experience throughout the retention process.

3. Policy Servicing & Financial Administration

• Handle policy alterations and servicing requests accurately and within prescribed timelines.
• Process approved financial alterations on active policies in accordance with policy terms and procedures.
• Prepare and process policy endorsements, correspondence and related documentation.
• Review premium payments for policyholders with multiple policies and help resolve premium misallocations.
• Verify premium deposit amounts before processing refunds.
• Support premium deposit reductions and refunds in accordance with approved procedures.
• Ensure policy servicing transactions are accurately captured and documented.
• Liaise with internal departments to resolve policy servicing and financial administration matters.

4. Conservation Analytics, Monitoring & Reporting

• Review daily portfolio reports and identify policies requiring immediate intervention.
• Monitor premium arrears, lapses, reinstatements, surrenders, cancellations, premium deposits and retention rates.
• Analyse portfolio trends and customer behaviour to identify drivers of lapses and cancellations.
• Prepare daily, weekly and monthly conservation and persistency reports.
• Provide insights and recommendations to support management decision-making.
• Maintain accurate conservation records and supporting documentation.
• Track the effectiveness of retention initiatives and recommend improvements.

5. Business Development & Stakeholder Support

• Support initiatives aimed at improving policy retention and persistency.
• Assist in training Sales Consultants, Agents and other relevant stakeholders on conservation practices.
• Provide guidance on lapse prevention, reinstatement and customer retention interventions.
• Collaborate with Sales, Customer Service, Underwriting, Finance, Operations and other departments.
• Support targeted customer retention campaigns and initiatives.

6. Corporate Governance, Compliance & Risk Management

• Ensure conservation, policy servicing and customer engagement activities comply with approved policies and procedures.
• Comply with applicable insurance laws, regulations and industry standards.
• Protect policyholder information in accordance with data protection requirements.
• Identify and escalate operational, financial, compliance and customer-related risks.
• Maintain accurate documentation for audit, regulatory and internal control requirements.
• Adhere to company policies, procedures, controls and applicable Group standards.
• Support corrective actions arising from audits, compliance reviews and risk assessments.

Key Competencies

• Customer Centricity
• Communication & Influencing
• Problem Solving
• Analytical Thinking
• Attention to Detail
• Results Orientation
• Negotiation & Persuasion
• Collaboration & Teamwork
• Integrity & Confidentiality
• Resilience & Adaptability
• Continuous Improvement
• Accountability & Ownership

Academic & Professional Qualifications

• Bachelor’s degree in Insurance, Finance, Business Administration, Commerce or another relevant field.
• Diploma or professional qualification in Insurance is an added advantage.
• Minimum 2 years’ experience in insurance, preferably in policy administration, customer service, policy servicing, collections, persistency, conservation or a related role.
• Experience in life insurance policy servicing and customer retention is an added advantage.
• Experience handling policy alterations, reinstatements, premium arrears and policy cancellations is an advantage.
• Experience in customer engagement, complaint resolution and portfolio monitoring.

How to Apply

Qualified and interested candidates should apply by sending their application to Recruitment@jubileekenya.com, quoting the Job Reference Number and Position in the application. Application Deadline: 23 September 2026

Only shortlisted candidates will be contacted.