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Underwriting & Policy Administration Officer

About the Role

We are seeking a highly organized and detail-oriented Underwriting & Policy Administration Officer to join our Operations team. The successful candidate will play a key role in ensuring the accurate assessment of insurance risks, efficient processing of policies, and delivery of exceptional customer service. This position requires strong analytical skills, sound judgment, and a commitment to maintaining high operational and regulatory standards.

The ideal candidate will work closely with internal departments, intermediaries, and clients to ensure policies are processed efficiently while supporting business growth, customer retention, and continuous process improvement.

Key Responsibilities

1. Underwriting & New Business Processing

• Review and process new insurance applications within agreed service timelines.

• Assess underwriting risks by evaluating proposal forms, KYC documentation, medical reports, and supporting records.

• Apply underwriting guidelines consistently to determine policy acceptance and appropriate terms.

• Escalate complex or non-standard risks for further review where necessary.

• Ensure all underwriting decisions comply with internal policies and regulatory requirements.

2. Policy Administration

• Prepare, issue, and dispatch policy documents, certificates, endorsements, and related correspondence.

• Process policy amendments, endorsements, paid-up policies, reinstatements, surrenders, and other servicing requests.

• Verify that all policy documentation is complete, accurate, and correctly captured in the insurance system.

• Maintain accurate electronic and physical policy records.

• Coordinate with Registry to ensure all files and supporting documents are properly maintained.

3. Financial Calculations

• Calculate premiums in accordance with approved underwriting guidelines.

• Compute surrender values, policy loan amounts, and repayment schedules.

• Verify all financial calculations for accuracy before processing.

4. Medical & Documentation Follow-up

• Track outstanding medical requirements and supporting documentation.

• Liaise with customers, intermediaries, and medical providers to obtain pending information.

• Ensure policy issuance is not delayed due to incomplete documentation.

5. Customer Service

• Respond promptly and professionally to customer enquiries.

• Resolve customer complaints in line with established service standards.

• Provide accurate information regarding policy benefits, terms, and procedures.

• Deliver a positive customer experience throughout the policy lifecycle.

6. Customer Retention

• Engage policyholders who intend to cancel or surrender their policies.

• Identify customer concerns and recommend appropriate retention solutions.

• Support initiatives aimed at improving policy persistency and customer satisfaction.

7. Sales & Business Support

• Provide technical underwriting guidance to the sales team.

• Respond to underwriting and product-related enquiries.

• Support premium growth by assisting with quality business acquisition.

• Share market insights that contribute to product enhancement and business development.

8. Claims & Operational Support

• Assist with claims reviews when required.

• Ensure group business documentation is complete and accurate.

• Prepare operational reports and management reports as requested.

• Contribute to departmental projects and continuous improvement initiatives.

9. Compliance & Risk Management

• Ensure all activities comply with insurance regulations and company policies.

• Adhere to underwriting standards, service level agreements, and operational procedures.

• Maintain confidentiality of customer information at all times.

• Identify operational risks and recommend appropriate corrective actions.

Qualifications

Applicants should possess:

• Bachelor's degree in Insurance, Business Administration, Finance, or a related discipline.

• Successful completion of at least two (2) ACII papers or an equivalent professional insurance qualification.

• Minimum two (2) years' experience in life insurance underwriting or insurance operations.

Required Skills & Competencies

The successful candidate should demonstrate:

• Strong underwriting and risk assessment skills.

• Excellent analytical and problem-solving abilities.

• High level of accuracy and attention to detail.

• Sound judgment and professional decision-making.

• Strong customer service orientation.

• Effective verbal and written communication skills.

• Excellent organizational and time management skills.

• Ability to manage multiple priorities while meeting deadlines.

• Strong interpersonal and relationship-building skills.

• High ethical standards and integrity.

• Proficiency in Microsoft Office applications and insurance administration systems.

• Commitment to continuous learning and process improvement.

Why Join Us?

Joining our team provides an opportunity to build your career within a dynamic and customer-focused insurance organization. You will work alongside experienced professionals, contribute to meaningful business initiatives, and participate in projects that improve customer experience, operational efficiency, and business growth. We value innovation, collaboration, accountability, and professional development, offering an environment where your skills and contributions can make a lasting impact.

Method of Application

Interested and qualified? Go to Kenya Orient Insurance Limited on docs.google.com to apply