Conservation Officer

Jubilee Life Insurance Limited is hiring a Conservation Officer to support policy persistency and conservation of its life insurance portfolio. Based at Jubilee Group’s Head Office in Nairobi, the role focuses on engaging policyholders whose policies are at risk of lapsing, surrendering or being cancelled, while supporting retention, policy servicing and portfolio monitoring.

Key Job Information

• Position: Conservation Officer
• Company: Jubilee Life Insurance Limited
• Location: Nairobi, Kenya
• Job Reference: JLIL 432
• Reporting To: Team Leader – Conservation
• Employment Type: Full-time

About Jubilee Group

Jubilee Group was established in August 1937 as the first locally incorporated insurance company based in Mombasa. The Group operates across East Africa and provides Life, Pensions, Asset Management and Medical Insurance services.

Jubilee Group has offices in Kenya, Uganda, Tanzania and Burundi and is listed on the Nairobi Securities Exchange, Dar es Salaam Stock Exchange and Uganda Securities Exchange. The Conservation Officer opportunity is within Jubilee Life Insurance Limited.

About the Role

The Conservation Officer will drive policy persistency by proactively identifying policies at risk of lapse, surrender or cancellation and engaging policyholders to support continued coverage. The role involves following up on outstanding premiums, facilitating reinstatements, reviewing policy exit requests and recommending approved retention solutions based on customer needs and policy provisions.

The position will also support policy servicing, conservation analytics, reporting, stakeholder training and compliance with applicable insurance requirements and company procedures.

Key Responsibilities

• Monitor premiums due, arrears, lapse indicators and policy statuses to identify policies requiring conservation intervention.
• Follow up with policyholders on outstanding premiums and facilitate payments to maintain policies in force.
• Engage policyholders at risk of lapsing and provide appropriate approved retention solutions.
• Review surrender and cancellation requests and identify opportunities for policy retention before processing exits.
• Facilitate reinstatement of lapsed policies in accordance with underwriting and policy requirements.
• Analyse lapse, cancellation and customer behaviour trends and recommend interventions to improve persistency.
• Handle policy alterations, endorsements, servicing requests and approved financial alterations accurately.
• Review premium payments and support the resolution of premium misallocations and premium deposit matters.
• Prepare daily, weekly and monthly conservation and persistency reports and provide insights to management.
• Support retention campaigns, stakeholder training and collaboration with Sales, Customer Service, Underwriting, Finance and Operations teams.
• Handle policyholder enquiries and complaints within prescribed turnaround times while maintaining confidentiality.
• Ensure conservation and policy servicing activities comply with approved policies, procedures, regulatory requirements and delegated authorities.

Required Qualifications

• Bachelor’s degree in Insurance, Finance, Business Administration, Commerce or another relevant field.
• At least 2 years of experience in insurance, preferably in policy administration, customer service, policy servicing, collections, persistency, conservation or a related role.
• Experience in customer engagement, complaint resolution and portfolio monitoring.

Preferred Qualifications

• A Diploma or professional qualification in Insurance will be an added advantage.
• Experience in life insurance policy servicing and customer retention will be an added advantage.
• Experience handling policy alterations, reinstatements, premium arrears and policy cancellations will be an advantage.

Key Competencies

• Customer Centricity: Ability to understand and respond to customer needs.
• Communication and Influencing: Ability to communicate clearly and influence customers towards appropriate retention solutions.
• Problem Solving and Analytical Thinking: Ability to identify policy issues, analyse trends and develop practical interventions.
• Attention to Detail: Accuracy when handling policy, financial and customer information.
• Results Orientation: Ownership of persistency, retention and service targets.
• Negotiation and Persuasion: Ability to achieve appropriate retention outcomes through effective engagement.
• Collaboration and Teamwork: Ability to work across functions to resolve policy and customer matters.
• Integrity and Confidentiality: Commitment to protecting confidential policyholder information.
• Resilience and Adaptability: Ability to manage challenging customer interactions, high volumes and changing priorities.

How to Apply

Qualified candidates interested in Conservation Officer jobs at Jubilee Life Insurance Limited should submit their application via [email protected]. The application should quote the Job Reference Number JLIL 432 and the position title, Conservation Officer.

Applications should be submitted by 23rd September 2026. Only shortlisted candidates will be contacted.