Information Call Center Officer

Job Summary

The Information Call Center Officer manages inbound customer communications and frontline AML/KYC compliance for Old Mutual Insurance Rwanda in Kigali. Requisition JR-81783 involves resolving customer inquiries, building product interest, completing call logs, executing Customer Due Diligence (CDD), and escalating compliance risks by July 28, 2026.

Key Roles & Operational Responsibilities

1. Inbound Call Handling & Customer Inquiry Resolution

• Professional Customer Support: Answer incoming calls professionally, address general inquiries, troubleshoot product issues, and route calls to specialized departments when necessary.
• Complaint & Query Resolution: Manage, investigate, and resolve customer complaints, maintaining follow-ups to ensure complete resolution and high customer satisfaction.
• Information & Lead Generation: Provide detailed information on Old Mutual insurance products and services, build customer interest, and dispatch informational packages or brochures to prospective clients.
• Call Logging & Reporting: Complete accurate call logs and produce regular call volume and performance reports for line management.

2. AML, KYC & Sanctions Compliance Execution

• Policy Adherence: Enforce and adhere to company Anti-Money Laundering (AML), Know-Your-Customer (KYC), and Sanctions-related policies and procedures within Old Mutual Insurance Rwanda.
• Due Diligence Execution: Execute frontline Customer Due Diligence (CDD) processes, ongoing monitoring, and Enhanced Due Diligence (EDD) to verify customer identities and preserve data quality.
• Breach Identification & Escalation: Monitor customer interactions for suspicious financial transactions or potential compliance breaches, escalating concerns promptly to the Risk and Compliance Office.

Foundational Capabilities & Prerequisites

Required Qualifications & Educational Background

• Educational Baseline: Bachelor of Science in Nursing (BScN). (Note: Healthcare/Nursing backgrounds are highly valued for managing health/medical insurance queries and client assessments).
• Technical & Operational Competencies:
  • Proficiency in handling inbound call center telephony systems and CRM platforms.
  • Strong understanding of customer service best practices, complaint handling, and call logging.
  • Working knowledge of compliance, Anti-Money Laundering (AML), and Know-Your-Customer (KYC) standards within financial/insurance services.

Soft Skills & Professional Attributes

• Excellent verbal communication and interpersonal skills in English and local languages (Kinyarwanda/French).
• Strong active listening, empathy, and problem-solving abilities under pressure.
• High ethical standards with keen attention to detail for identifying compliance and data irregularities.

What Old Mutual Insurance Rwanda Offers

• African Opportunity Network: Be part of a established Pan-African financial group dedicated to growth and financial protection.
• Integrated Skill Set: Combine healthcare/nursing background knowledge with financial services, insurance operations, and compliance expertise.
• Professional Growth: Continuous training in financial compliance, AML/KYC regulations, and customer experience frameworks.

Skills Required:

• Health / Medical