Associate, Client Services

Tanqeeb; Dubai; On-site; AED 180,000 - 260,000; Full time

Job summary

Tanqeeb is seeking a client-focused Relationship Manager to service SME accounts in the Dubai area. You will be the primary contact for clients and intermediaries, coordinating policy servicing, renewals, endorsements, and documentation to ensure timely delivery and high satisfaction.

You will drive client retention and premium growth by identifying cross-sell opportunities, maintaining robust CRM records, and coordinating with underwriting, operations, claims, and finance teams.

Qualifications

• Graduate with a Bachelor's Degree and 2–3 years in client servicing or account management.
• CII or equivalent certification preferred.
• Strong communication, customer service, and stakeholder management skills.

Responsibilities

• Serve as primary contact for SME clients and intermediaries and manage relationships.
• Oversee policy servicing, endorsements, renewals, and documentation.
• Resolve queries and escalations within agreed service levels.
• Support renewal retention and identify cross-sell opportunities.
• Maintain accurate CRM records and track service commitments.
• Ensure compliance with service protocols and regulatory requirements.
• Prepare reports on retention, service levels, and account activity.

Skills

Client Relationship Management

Account Management

Insurance Operations

Customer Service Management

Complaint Resolution

Stakeholder Management

Negotiation & Influencing

Data Management & Reporting

Bilingual English & Arabic

Education

Bachelor's Degree

Certificate in Insurance (CII)

Customer Service Certification

Relationship Management Certification

Job description

Job Purpose:

To manage servicing and retention of SME accounts by delivering proactive relationship management, timely policy servicing, and effective issue resolution. The role acts as the primary point of contact for assigned clients and intermediaries, ensuring a seamless customer experience, high service quality, and achievement of retention and premium growth objectives.

Job Responsibilities:

Client Relationship Management

Serve as the primary relationship contact for assigned SME clients and intermediaries. Build and maintain strong relationships with key client stakeholders and decision-makers. Conduct regular account reviews, client meetings, and service visits to understand evolving business needs. Support customer retention through proactive engagement and service excellence.

Account Servicing & Policy Administration

Manage policy servicing activities including endorsements, renewals, amendments, certificates, and policy documentation. Coordinate with underwriting, operations, claims, and finance teams to ensure timely service delivery. Ensure accurate and timely processing of client requests in accordance with service standards.

Query & Issue Resolution

Respond to client and intermediary queries within agreed service levels. Resolve service issues and escalations through effective stakeholder coordination. Monitor open requests and ensure timely closure and communication.

Account Retention & Growth

Support achievement of renewal retention and premium targets for assigned accounts. Identify cross-sell, upsell, and account expansion opportunities and refer leads to relevant business teams. Assist in renewal planning and account retention strategies.

CRM & Customer Data Management

Maintain accurate records of client interactions, servicing activities, and opportunities within CRM systems. Ensure customer data quality and completeness. Track account activities, service commitments, and follow-up actions.

Service Quality & Governance

Ensure compliance with service protocols, operational procedures, and regulatory requirements. Adhere to account visitation plans and customer engagement standards. Support continuous improvement initiatives aimed at enhancing customer experience.

Reporting & Performance Monitoring

Monitor account performance, service metrics, and customer feedback. Prepare reports on account activities, retention performance, and service levels. Escalate risks impacting customer retention or service delivery.

Skills for the Success of the Role

Client Relationship Management Account Management Insurance Operations Customer Service Management Complaint Resolution Stakeholder Management Negotiation & Influencing Data Management & Reporting Bilingual Communication (English & Arabic)

Qualifications required for the role:

Graduate of any Bachelor's Degree 2-3 years of experience in client servicing, relationship management, account management, or insurance operations. Certificate in Insurance (CII) or equivalent, Customer Service Certification, and Relationship Management Certification, is preferred. Strong communication, customer service, and stakeholder management skills.