Job Description
CONSUMER PROTECTION ASSISTANT POSITION
JOB TITLE: Consumer Protection Assistant
DIRECTORATE/ DEPARTMENT: Consumer Protection Department
GRADE/LEVEL: IRA 8
IMMEDIATE SUPERVISOR: 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
The duties and responsibilities entail:
(i) Register complaints reported by policyholders and beneficiaries
(ii) Attend to walk in customer enquiries and writing reports on the same
(iii) Attend to telephone enquiries and writing reports on the same.
(iv) Attend to email enquiries and writing reports on the same.
(v) Handle complaints from policyholders and beneficiaries, communicate
decisions and regularly review companies’ complaints and generate
reports on the trends for review by management.
(vi) Generate reports on capacity building undertaken on regulated
entities for review by management.
(vii) Participate in logistics in the department such as organization for
meetings, workshops and smooth flow of information.
(viii) Handle the communication logistics for decisions made on complaints
and disputes to insurance policyholders and beneficiaries.
c) Persons Specifications
(i) Higher Diploma in Insurance, Public Relations, Laws, Education,
Information Technology, Customer Care, Business Administration or
its equivalent with three (3) years working experience OR
A Diploma in Insurance, Public Relations, Laws, Education,
Information Technology, Customer Care, Business Administration or 10 its equivalent with four (4) years relevant experience
(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