About Us
CIC Insurance Group is a leading insurance and financial services organisation with more than five decades of experience helping individuals, families, and organizations achieve financial security.
We have grown into a dynamic Group offering life, general, micro insurance, asset management, and investment solutions, with operations in Kenya, Uganda, South Sudan, and Malawi, and are 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 our clients, partners, and communities.
CIC Group is passionate about innovation, digital transformation, and inclusive insurance solutions that meet the evolving needs of cooperatives, SMEs, corporates, and individuals. By joining us, you will be part of a team that is shaping the future of financial protection across Africa.
About the Role
Reporting to the Senior Manager – Client Retention, this role is responsible for driving business retention and revenue growth by building and nurturing strong, long-term client relationships. Key role is to build and maintain strong client relationships within the medical sector by delivering efficient, customer-focused services that enhance the client experience, drive repeat business, increase client lifetime value, and generate valuable referrals.
Key Responsibilities
Service Delivery Management
- Co-ordinate dispatch of renewal notices and confirm renewals through active client engagement.
- Initiate renewal meetings with the client or with intermediaries
- Assisting on Tender preparation and review for schemes in our books.
- Conduct scheme quarterly performance and service review meetings with clients to identify and address service gaps.
- Train scheme members on awareness on their policy and best utilization practices such as hospital access, benefit management etc.
- Educate scheme members on Wellness Programs to enhance healthy living through medical camps and health talks – involves evaluation of common ailments claimed in a scheme.
- Ensure timely and efficient follow up on questions, issues, reimbursements approvals and other ad-hoc points of communication between clients and CIC.
- Communicate to clients on reimbursements payments and declines.
- Follow up with Care -Team on approvals for services not pre-approved or delayed.
- Coordinate consistent updates to clients on phone and email on any changes or improvements affecting their policy.
- Receive and transmit all member addition and deletion instructions to the Medical Underwriting team.
- Receive and transmit all invoices and credit notes to the clients.
- Sharing of membership numbers and training members on healthcare service Access.
- Share monthly scheme Funds reports by the 10th day of every Monthly and ensure timely collection.
- Share quarterly scheme utilization reports and plan in consultation with the contact persons for quarterly performance review meetings.
- Follow up on historical and current debts.
- Update the Scheme’s contact person on daily admission updates and death notifications.
- Handling day-to-day queries via email, phone, or in person when necessary.
- Ensuring timely and effective follow-up on any questions, issues, or other communications between the Client and CIC.
- Share renewal endorsements, policy documents and contracts.
Audit, Compliance & Risk Management
- Strict adherence to all regulations, statutes, standards, practices and all internal processes and procedures as per the relevant manuals and comply with all relevant external legislation and regulations with regard to Compliance requirements.
- Ensure that as a staff you actively contribute to the department/division attaining a “good” rating in both internal and external audit by performing your role to the required standards and adhering to all internal processes and procedures as per relevant manuals, policies and regulations of the Company.
- Ensure that all risk management requirements within your remit are addressed and where necessary escalated through the available defined channels
Who We’re Looking For
Essential Knowledge/Skills and Experience Required:
- Bachelor’s degree in a Business-related or relevant field
- Diploma in Insurance is added advantage
- 3 years’ experience
Why Join Us?
Joining CIC Insurance Group as a Client Relations Officer offers an exciting opportunity to make a direct impact on customer experience, business retention, and sustainable revenue growth within the medical insurance sector. In this role, you will build trusted, long-term relationships with clients, understand their evolving needs, and deliver responsive, customer-focused solutions that strengthen loyalty and encourage repeat business and referrals. You will work closely with internal teams and clients to resolve service needs, identify opportunities to enhance client value, and contribute to a strong retention culture. If you are passionate about customer relationships, service excellence, and creating lasting client value, CIC provides a dynamic platform to grow your career while helping shape exceptional experiences for our medical clients
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 12th 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.
CIC Group is an equal opportunity employer and does not solicit or require any form of payment for employment opportunities.
N/B: This job advert is open to both internal and external candidates.