Information Call Center Officer

About the role

The Information Call Center Officer will serve as the first point of contact for customers of Old Mutual Insurance Rwanda, handling inbound calls, inquiries, and complaints while ensuring compliance with regulatory standards.

Key responsibilities

• Answer incoming customer calls professionally and provide accurate information about products and services.
• Research and retrieve required information using available resources to resolve enquiries.
• Handle, investigate and resolve customer complaints, escalating issues when necessary.
• Maintain detailed call logs and produce regular call reports.
• Route calls to appropriate departments and follow up to ensure issues are closed.
• Support compliance by executing KYC, AML and sanctions due‑diligence processes and escalating any suspicious activity.
• Distribute informational materials such as brochures and packages to interested clients.

Required profile

• Bachelor of Science in Nursing (BScN) as the minimum educational qualification.
• Strong communication skills and ability to handle customer queries courteously.
• Attention to detail for accurate record‑keeping and compliance reporting.

Required skills