Role Purpose
- Engage with customers in Key Client premises by offering customer service & core processes guidance with respect to their queries, issues, complaints, etc. Wherever required, ensure prompt escalation as per set escalation matrix for critical issues
- Provide value added on the spot insurance related services like visit visa[NA1] , individual basic[NA2] , Thiqa etc.
- Ensure information & services provided through all channels are accurate using the right methods & tools. Assess compliance & SLA's with established standards and protocols and ensure that the business ethics and company values are always respected & followed in all activities
- Monitor the TAT for each application, endorsement, request, issues, etc. handled and submitted to the concerned department within Daman
- Enrol, endorse or renew members at Client premises by verifying the required documents. Advise Client members regarding their eligibility, fines calculation, coverage period, etc.
- Ensure quality and compliance standards as per the regulatory guidelines defined for various types of business scenarios such as Individual basic, Small investors, Aounak, Domestic helpers sponsored by UAE nationals/expats, Employer-employee relationship, MOL list, WPS for salary proofs, corporate groups and brokers etc.
- Ensure individual targets on Productivity & TAT are met / exceeded on daily, weekly, monthly basis and Quality targets in daily activities are achieved using set guidelines & SOP's. Identify any process gaps and curb repeated errors
Key Requirements and Qualifications
- Minimum 6 months of customer-facing or front office work experience is a must
- Insurance industry experience is an advantage
- Proficient in English language; Arabic language will be advantageous.
- UAE Driving license is a plus
- Bachelor's degree in any field.
- Flexible to change living/working environment/location across different functions across the UAE
Skills and Competencies
- Analyze tasks and apply logical reasoning before taking decisions
- Exhibit interest to learn and gain experience & knowledge from daily work & Management feedback
- Demonstrate flexibility by stretching additional hours to accomplish tasks during business peaks on the stretched targets
- Feel accountable for own activities and performance.
- Ability to build good relationship with team members, cooperate with colleagues & be a good team player
- Acknowledge and foster multi-cultural diversity
- Basic analytical, execution, problem solving and decision-making skills
- Good level of customer service orientation and professionalism in all interactions
- Knowledge of health insurance concepts, regulatory & Daman role in managing Health system in UAE
