Customer Operations Officer - Insurance

Nairobi. Posted 22 days ago

The role

The Customer Operations Officer coordinates insurance coverage and manages end-to-end claims resolution. This role supports rider income protection within the mobility division in Kenya.

What you will do

Coordinate insurance issuance including sticker generation and DMVIC documentation
Manage the complete claims lifecycle from incident reporting to final closure
Liaise with insurers, garages, hospitals, customers, and internal teams
Process bed-rest compensation and medical payments
Coordinate the issuance, tracking, and return of loaner bikes
Maintain accurate insurance and claims records across tracking systems
Submit claims to insurers within agreed SLA timelines
Conduct customer follow-up calls for documentation and status updates
Coordinate with approved garages to monitor repair progress and quality
Prepare and submit weekly reports on claims volumes and SLA compliance

Required qualifications

Experience in insurance operations, claims coordination, or a related customer operations role
Strong attention to detail
Proficiency in Excel and data tracking tools
Strong communication and follow-up skills
Ability to manage multiple workstreams simultaneously

Nice to have

Experience liaising with external stakeholders such as insurers, garages, or hospitals

Benefits

Diverse development programs
Coaching partnerships
On-the-job training
Family-friendly policies
Well-being prioritization
Flexibility

Before you apply

Applications are reviewed on a rolling basis
Shortlisting and interviews take place at any stage
Pre-employment background checks include criminal records, identification verification, academic qualifications, employment dates and employer references

About the company

M-KOPA's Mobility division transforms urban transport by making electric motorcycles accessible and affordable for everyday Kenyans. The company has served over 10 million customers and is recognized by the Financial Times and TIME100.