Posted: 2026-08-14 14:49:13  Deadline: August 17, 2026   Full-time   Salary: Confidential

Jubilee Asset Management Limited (JAML) is inviting applications from qualified candidates for the position of Client Engagement Officer. The successful candidate will interact with Jubilee Asset Management customers, provide information, address inquiries regarding products, processes, and services, resolve customer complaints, and implement initiatives to improve customer satisfaction and loyalty.

Position Details

Job Ref. No: JAML087.
Position: Client Engagement Officer.
Employer: Jubilee Asset Management Limited (JAML).
Location: Head Office, Nairobi, Kenya.
Reporting To: Manager, Customer Experience.

Main Responsibilities

Communicate with clients regarding product promotions, customer engagement initiatives, and campaigns.
Proactively contact clients with unfunded accounts, follow up to encourage account funding, and achieve set funding targets.
Manage customer inquiries received through telephone, email, social media platforms, and customer portals.
Provide portal support by assisting clients with account access, navigation, transaction queries, and technical issues.
Receive, investigate, resolve, and escalate customer complaints through all communication channels.
Collaborate with the fund services department to ensure accurate and timely execution of withdrawal transactions.
Monitor customer feedback and engagement trends and provide recommendations to improve service delivery and customer experience.
Identify operational risks within the function and implement appropriate mitigation measures.
Maintain accurate, complete, and confidential client records in accordance with data protection policies and regulatory requirements.
Stay updated with investments, Fund management, CIS, CBK, and RBA regulations and customer service best practices.
Ensure compliance with internal policies, regulatory requirements, and service level agreements.
Foster a corporate culture that promotes ethical practices and good corporate citizenship.
Collaborate with cross-functional teams to develop initiatives that promote a positive and inclusive company culture.
Create personalized development plans that align with career aspirations and organizational objectives.

Key Competencies

Customer Service: Ability to provide excellent service and resolve customer inquiries and complaints.
Communication: Strong verbal and written communication skills to interact with customers and agents effectively.
Problem-solving: Aptitude for identifying and resolving customer issues by providing suitable solutions.
Active Listening: Ability to listen attentively to customers and understand their needs.
Adaptability: Flexibility to handle various customer situations and adapt to changing priorities.
Attention to Detail: Thoroughness in maintaining accurate customer records and analyzing information.
Teamwork: Collaborative mindset to work effectively with colleagues and support team objectives.
Empathy: Ability to understand and empathize with customers' concerns and provide appropriate support.

Qualifications

Bachelor's degree in Finance, Business, or any other related course.
Customer service training is an added advantage.
Minimum 2 years' experience in a similar role.
Experience in effectively resolving customer inquiries and complaints.
Experience in the financial services industry is an added advantage.

Application Process

Interested and qualified candidates should submit their applications via email to recruitment@jubileekenya.com, quoting the Job Reference Number and Position, by Monday, August 17, 2026.