# Customer Operations Officer – Insurance Job M-KOPA Solar Canonical URL: https://primejobalerts.com/jobs/customer-operations-officer-insurance-job-m-kopa-solar Company: M-KOPA Solar Category: Banking & Financial Services Location: Kenya Work type: Full-time Work arrangement: On-site Published: 2026-10-26 Expires: 2026-12-10 ## Job Description Customer Service Jobs, M-KOPA Solar Jobs. Customer Operations Officer – Insurance manages claims coordination and documentation, requires insurance operations experience, stakeholder liaison skills, and Excel proficiency. Full-time role in Nairobi. We are looking for an Insurance Customer Operations Officer to coordinate insurance coverage, manage end-to-end claims resolution, and support rider income protection as we continue to scale our Mobility division across Kenya. ### Responsibilities - Coordinating insurance issuance — including sticker generation and DMVIC documentation — and proactively managing policy renewals and customer notifications to prevent coverage lapses - Managing the complete claims lifecycle from incident reporting and documentation through insurer submission, assessment, authorization, repair or compensation processing, and final claim closure - Liaising with insurers, approved garages, hospitals, customers, and internal teams to facilitate timely claims processing, resolve bottlenecks, and maintain clear communication throughout the claims journey - Processing bed-rest compensation and medical payments accurately and within agreed turnaround times to ensure eligible riders receive timely income protection support - Coordinating the issuance, tracking, and return of loaner bikes in collaboration with the Inventory team, maintaining clear communication with customers throughout the loaner period - Maintaining accurate, complete, and up-to-date insurance and claims records across all tracking systems, ensuring all accident incidents are promptly recorded with complete supporting documentation - Submitting claims to insurers within agreed SLA timelines, monitoring progress against turnaround targets, and proactively following up on outstanding actions to minimize delays - Conducting regular customer follow-up calls to obtain outstanding documentation, provide claims status updates, and guide customers through the claims and compensation process - Coordinating with approved garages to monitor repair progress, turnaround times, quality standards, and customer communication - Identifying and escalating complex claims, SLA breaches, and high-impact cases to the Customer Operations Team Lead with relevant background and recommended solutions - Preparing and submitting accurate weekly reports on claims volumes, submissions, approvals, closures, outstanding claims, ageing, turnaround times, and SLA compliance - Working closely with Customer Operations, Inventory, Finance, and Sales teams to coordinate interdependent activities and ensure seamless service delivery - Identifying recurring claims bottlenecks and process inefficiencies and recommending practical improvements to strengthen operational controls and enhance customer experience Requirements - Experience in insurance operations, claims coordination, or a related customer operations role - Strong attention to detail — able to maintain accurate records and manage documentation across multiple active cases simultaneously - Experience liaising with external stakeholders such as insurers, garages, or hospitals is a strong advantage - Proficiency in Excel and data tracking tools, with the ability to generate and analyse weekly performance reports - Strong communication and follow-up skills — comfortable engaging customers, internal teams, and external partners proactively - Ability to manage multiple workstreams simultaneously without dropping quality or missing SLA deadlines ### How to Apply Click here to apply ## Apply Use the canonical Prime Job Alerts page for full application instructions and source verification.