Job Ref. No: JLIL 404
Position: Conservation Officer
was established in August 1937 as the first locally incorporated insurance company based in Mombasa. It has grown to become the largest composite insurer in East Africa, offering Life, Pensions, General, and Medical Insurance services. With over 1.9 million clients, Jubilee operates across Kenya, Uganda, Tanzania, Burundi, and Mauritius. It is the only ISO-certified insurance group listed on the Nairobi Securities Exchange (NSE), Dar es Salaam Stock Exchange, and Uganda Securities Exchange.
Jubilee Insurance is currently recruiting a Conservation Officer within Jubilee Life Insurance Limited. The position reports to the Team Leader – Conservation and is based at the Head Office in Nairobi.
Role Purpose
The role holder will be responsible for driving policy persistency through proactive client engagement, effective follow-up on outstanding premiums, and implementation of structured retention strategies. The role focuses on managing policies at risk of lapsing, reinstating lapsed policies, and influencing customer decisions through timely, solution-oriented interactions.
Main Responsibilities
1. Policy Retention & Conservation
- Conduct proactive outbound engagement with policyholders to follow up on outstanding premiums.
- Review premium due reports, arrears listings, and lapse indicators to identify at-risk policies.
- Manage assigned portfolios to reduce outstanding premiums and improve persistency ratios.
- Engage clients with lapsed or at-risk policies to secure reinstatements.
- Analyze policy exit requests and initiate retention interventions.
- Recommend suitable retention options such as premium restructuring or payment plans.
- Ensure compliance with processes, product guidelines, and regulations.
2. Customer Engagement & Experience
- Deliver professional and empathetic engagement across all communication channels.
- Explain policy terms, obligations, and options clearly.
- Handle objections, concerns, and complaints effectively.
- Maintain high service standards in all interactions.
- Build strong relationships to enhance trust and retention.
- Resolve inquiries within defined turnaround times and SLAs.
3. Data Analysis & Reporting
- Monitor portfolio performance including collections, arrears, lapse trends, and reinstatements.
- Maintain accurate records of customer interactions and policy updates.
- Prepare daily, weekly, and monthly conservation reports.
- Identify trends and drivers of policy lapses and provide insights.
- Ensure data accuracy for audit and compliance purposes.
4. Stakeholder Collaboration
- Work with Sales and Agency teams on retention strategies.
- Liaise with Underwriting, Claims, Finance, and Customer Service teams.
- Support intermediaries (agents and brokers) with portfolio updates.
- Participate in cross-functional initiatives to improve performance.
- Provide feedback on process gaps affecting retention.
5. Process Improvement
- Identify inefficiencies in conservation and customer engagement processes.
- Recommend and support process and system improvements.
- Contribute to targeted retention campaigns.
- Share best practices and insights from client interactions.
- Ensure adherence to standard operating procedures.
6. Corporate Governance
- Ensure compliance with insurance regulations and internal policies.
- Stay updated on regulatory requirements and product knowledge.
- Identify and escalate risks related to policy servicing.
- Maintain confidentiality and data protection standards.
7. People & Culture
- Participate in cross-functional projects and collaboration initiatives.
- Meet employee collaboration and training targets.
- Align with company values and cultural expectations.
- Address conflicts constructively.
- Communicate resource needs to supervisors.
Key Competencies
- Customer Centricity
- Communication & Persuasion Skills
- Analytical Thinking
- Problem Solving
- Relationship Management
- Resilience & Results Orientation
- Product Knowledge (Life Insurance)
- Attention to Detail
Academic Background & Qualifications
- Bachelor’s degree in Insurance, Finance, Business Administration, or a related field.
- Diploma in Insurance or progress toward a professional qualification is an added advantage.
- Minimum of 2 years’ experience in a customer-facing role within insurance or financial services.
- Experience in client engagement, collections, retention, or policy servicing.
- Exposure to life insurance operations or contact center environments is an added advantage.
How to Apply
Apply via Recruitment@jubileekenya.com, quoting Job Ref. No: JLIL 404 and the position title by 21st April 2026.
Only shortlisted candidates will be contacted.