Job Description
CONSUMER PROTECTION OFFICER
JOB TITLE Consumer Protection Officer
DIRECTORATE / DEPARTMENT: Directorate of Market Conduct,
Consumer Protection Department
GRADE/LEVEL IRA 7
IMMEDIATE SUPERVISOR: Senior Consumer Protection Officer
a) Job purpose
The position is responsible for safeguarding the interest of policy holders and
beneficiaries, strengthening public trust and consumer confidence in the
insurance sector. The position ensures that market conduct of regulated
entities is in compliance with insurance legislations.
b) Job Specifications
Duties and responsibilities will entail:
(i) Collect and collate information on insurance companies' operations,
marketing, underwriting, rating, policyholder service, producer
licensing, complaint handling and claims handling processes to ensure
that regulated entities maintain high standards of integrity and fair
dealing in conduct of their business;
(ii) Collect data on the TCF tool and report to CPO to determine
compliance with TCF outcomes.
(iii) Participate in logistics in the department such as organization for
meetings, workshops and smooth flow of information.
(iv) Handle the communication logistics for decisions made on complaints
and disputes to insurance policyholders and beneficiaries.
(v) Register complaints reported by policyholders and beneficiaries
(vi) Attend to walk in customer enquiries and writing reports on the same
(vii) Attend to telephone enquiries and writing reports on the same.
(viii) Attend to email enquiries and writing reports on the same.
(ix) Handle complaints from policyholders and beneficiaries, communicate decisions and regularly review companies’ complaints and generate reports on the trends for review by management.
(x) Generate reports on capacity building undertaken on regulated entities for review by management.
(xi) Identify and recommend legislative changes aimed at protecting the consumers.
c) Persons Specifications
(i) Bachelor’s degree in Commerce, Statistics, Insurance, Actuarial, Education, Communication, Finance, Risk Management, Economics, Laws, ICT, Business Administration or its equivalent.
(ii) Certificate in Computer Application
(iii) Meets the provisions of chapter six of the constitution
d) Competencies and skills
(i) Strong communication and presentation skills
(ii) Good analytical skills
(iii) Problem solving
(iv) Professionalism