Coordinator, Branches ( customer service) Musaffah Branch UAEN

Daman - National Health Insurance Company; Abu Dhabi; On-site; AED 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a motivated individual to join their team in customer service. In this role, you will manage payments, handle customer inquiries, and ensure compliance with health insurance regulations. Your ability to build relationships and provide excellent service will be key to meeting productivity and quality targets. This position offers a dynamic work environment where you can grow your skills and contribute to the success of the organization. If you are passionate about customer service and eager to learn, this opportunity is perfect for you.

Qualifications

• 6+ months of customer-facing experience required.
• Knowledge of health insurance concepts is a plus.

Responsibilities

• Handle payments, refunds, and customer queries efficiently.
• Ensure compliance with regulatory guidelines in all processes.

Skills

Customer Service Orientation

Analytical Skills

Problem-Solving Skills

Decision-Making Skills

Flexibility

Teamwork

Communication Skills

Education

Bachelor's Degree

Tools

Info Fort

Job description

Role Purpose

Receive payments, match with invoices, deposit cash with bankers, reconcile payments with finance and handle petty cash.

Communicate with large corporate/brokers on requirements of card printing and ensure advance printing, in consultation with relevant authority, to reduce waiting and serving times.

Handle refund requests end-to-end, liaise with finance and ensure payments are transferred to customers.

Receive reimbursement cheques from banks and notify customers for cheque collection.

Receive signed Letter of Acceptance (LOA) from customers/Sales/brokers, scan and archive originals through Info Fort.

Work on multiple systems, processes and workflows to accomplish business needs.

Enrol, endorse or renew members end-to-end by verifying multiple required documents, and take appropriate decisions day-to-day on members’ eligibility, fines calculation, coverage period, etc.

Register and process applications, issue policies, create members and generate invoices and export information to produce deliverables like cards, certificates, statements, 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.

Meet and exceed daily, weekly, monthly productivity and TAT targets, monthly quality targets, and attend and complete monthly quizzes with good scores.

Understand and apply checklists and guidelines provided to achieve quality targets in daily activities. Rectify data and process gaps observed and curb repeated errors.

Receive and respond to phone/emails from customers/brokers on time within TAT and ensure quality communication to internal and external customers.

Handle customer queries by providing accurate, valid and complete information by using the right methods and tools and follow up until the issue is resolved.

Register customer complaints, find solutions or escalate to the respective units and follow up until resolved and ensure TAT.

Receive walk-in customers/brokers in the branches and offer services like endorsements, claims reimbursement, Aounak, lost card, certificates, invoices reprinting and statement of accounts, etc.

Key Requirements and Qualifications

Minimum 6 months of customer-facing or front office work experience is a must.

Insurance experience is an advantage.

Any English language certification is a plus.

UAE Driving license is a plus.

Bachelor's degree in any field is preferred.

Skills and Competencies

Understand and analyse day-to-day work-based situations and apply thoughts logically and take decisions, consulting experienced staff when necessary.

Exhibit interest to learn and gain experience by acquiring knowledge and skills in daily work, improving performance and competencies by acknowledging monthly observations made in the monthly Employee performance review meetings.

Flexible to change living/working environment/location across different functions across the UAE.

Demonstrate flexibility by stretching additional hours to accomplish tasks during business peaks on the stretched targets.

Feel accountable for own activities and performance. Meet and exceed daily/weekly/monthly productivity, quality and TAT targets; attend and complete monthly quizzes with good scores.

Ability to build good relationships with team members, cooperate with colleagues and be accepted as a good team player.

Ability to work with interfacing departments in harmony and earn trust through transparency, honesty and open communication.

Acknowledge and foster multi-cultural diversity.

Seek and give feedback to celebrate success and raise individual performance.

Good command of written and spoken English; knowledge of Arabic language is an advantage.

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.