Conservation Officer at Jubilee Life Insurance Limited
Job Description
Job Summary
The role holder will be responsible for driving policy persistency through proactive client engagement, effective follow-up on outstanding premiums, and implementation of structured retention strategies. The role focuses on managing policies at risk of lapsing, reinstating lapsed policies, and influencing customer decisions through timely, solution-oriented interactions. Conservation Officer open role.
Key Duties & Responsibilities
1. Policy Retention & Conservation
- Conduct proactive outbound engagement with policyholders to follow up on outstanding premiums.
- Review premium due reports, arrears listings, and lapse indicators to identify at-risk policies.
- Manage assigned portfolios to reduce outstanding premiums and improve persistency ratios.
- Engage clients with lapsed or at-risk policies to secure reinstatements.
- Analyze policy exit requests and initiate retention interventions.
- Recommend suitable retention options such as premium restructuring or payment plans.
- Ensure compliance with processes, product guidelines, and regulations.
2. Customer Engagement & Experience
- Deliver professional and empathetic engagement across all communication channels.
- Explain policy terms, obligations, and options clearly.
- Handle objections, concerns, and complaints effectively.
- Maintain high service standards in all interactions.
- Build strong relationships to enhance trust and retention.
- Resolve inquiries within defined turnaround times and SLAs.
3. Data Analysis & Reporting
- Monitor portfolio performance including collections, arrears, lapse trends, and reinstatements.
- Maintain accurate records of customer interactions and policy updates.
- Prepare daily, weekly, and monthly conservation reports.
- Identify trends and drivers of policy lapses and provide insights.
- Ensure data accuracy for audit and compliance purposes.
4. Stakeholder Collaboration
- Work with Sales and Agency teams on retention strategies.
- Liaise with Underwriting, Claims, Finance, and Customer Service teams.
- Support intermediaries (agents and brokers) with portfolio updates.
- Participate in cross-functional initiatives to improve performance.
- Provide feedback on process gaps affecting retention.
5. Process Improvement
- Identify inefficiencies in conservation and customer engagement processes.
- Recommend and support process and system improvements.
- Contribute to targeted retention campaigns.
- Share best practices and insights from client interactions.
- Ensure adherence to standard operating procedures.
6. Corporate Governance
- Ensure compliance with insurance regulations and internal policies.
- Stay updated on regulatory requirements and product knowledge.
- Identify and escalate risks related to policy servicing.
- Maintain confidentiality and data protection standards.
7. People & Culture
- Participate in cross-functional projects and collaboration initiatives.
- Meet employee collaboration and training targets.
- Align with company values and cultural expectations.
- Address conflicts constructively.
- Communicate resource needs to supervisors.
Educational Qualifications, Experience, & Skills Required
- Bachelor’s degree in Insurance, Finance, Business Administration, or a related field.
- Diploma in Insurance or progress toward a professional qualification is an added advantage.
- Minimum of 2 years’ experience in a customer-facing role within insurance or financial services.
- Experience in client engagement, collections, retention, or policy servicing.
- Exposure to life insurance operations or contact center environments is an added advantage.
- Customer Centricity
- Communication & Persuasion Skills
- Analytical Thinking
- Problem Solving
- Relationship Management
- Resilience & Results Orientation
- Product Knowledge (Life Insurance)
- Attention to Detail
Application Procedure
Apply via [email protected], quoting Job Ref. No: JLIL 404 and the position title by 21st April 2026.
Only shortlisted candidates will be contacted.
