About Us
CIC Insurance Group is a leading insurance and financial services organization with over five decades of experience supporting individuals, families, cooperatives, SMEs, and corporates to achieve financial security.
The Group offers a diversified portfolio spanning general insurance, life assurance, microinsurance, asset management, and investment solutions, with operations in Kenya, Uganda, South Sudan, and Malawi, and is listed on the Nairobi Securities Exchange.
Our tagline, “We Keep Our Word,” reflects our unwavering commitment to integrity, transparency, and delivering on our promises to clients, regulators, partners, and communities. CIC is committed to innovation, digital transformation, and prudent risk management to deliver sustainable value across its markets.
About the Role
The Call Centre Agent serves as the primary point of contact for clients, providing information and support regarding investment products, account services, transactions, and general inquiries. The role requires delivering exceptional customer service while ensuring compliance with regulatory requirements and company policies within the asset management industry.
PRIMARY RESPONSIBILITIES:
– Handle inbound and outbound client calls professionally and efficiently.
– Respond to inquiries related to investment products, portfolio accounts, account
balances, transactions, and statements.
– Assist clients with account opening processes, documentation requirements, and
service requests.
– Resolve customer complaints and escalate complex issues to the appropriate
departments.
– Report suspicious activities or compliance concerns to management.
– Provide guidance on transaction procedures, including top-ups, redemptions, switches
and fund transfers.
– Verify client information and ensure proper authentication before discussing account
details.
– Support clients in updating personal information and completing required
documentation.
– Track and follow up on pending customer requests until resolution.
– Maintain detailed records of inquiries, complaints, and resolutions.
– Prepare periodic reports on call volumes, customer feedback, and service trends.
– Contribute to process improvement initiatives to enhance customer experience.
– Any other duty as may be given by the Head of Unit Trust – Operations.
Compliance & Risk Management
– Adhere to all regulatory requirements, company policies, and data privacy standards.
– Maintain confidentiality of client information at all times.
– Ensure Know Your Customer (KYC) and Anti-Money Laundering (AML) procedures are
followed when handling customer interactions.
– Maintain up-to-date knowledge of the company’s investment products, services,
policies, and procedures.
Who We’re Looking For
Academic & Professional Qualifications
- Bachelor’s degree from a recognized university. .
Experience
- Minimum of 1-year experience in a busy call Centre environment preferably within the financial
services.
How to Apply
If you have the aforementioned professional and academic qualifications and you are ready to execute the above mandate, strictly apply through: https://careers.cicinsurancegroup.com/ clearly indicating the position being applied for.
The application should reach us by close of business on 2nd September 2026. Please note only short-listed candidates will be contacted. If you do not hear from us by 30th September 2026 consider your application unsuccessful.
N/B: This job advert is open to both internal and external candidates.