Coordinator, Key Client Services ( UAEN) - Dubai

Daman - National Health Insurance Company; Dubai; On-site; AED 60,000 - 90,000; Full time

Job summary

A leading health insurance company seeks to enhance its customer service team in Dubai. The ideal candidate will manage client interactions, ensuring exceptional service and compliance with regulatory guidelines. This role also involves handling various client requests, processing applications, and meeting productivity targets in a dynamic environment.

Qualifications

• Any English language certification is a plus.
• UAE Driving license is a plus.

Responsibilities

• Offer superior customer services in key client premises.
• Monitor TAT for each application/endorsement request.
• Promote and sell individual Top-Up policies end-to-end.

Skills

Customer service

Communication

Problem solving

Education

Bachelor’s degree in any field

Job description

Role Purpose

• Offer superior customer services in key client premises with all core processes and the value added on the spot services like visit visa, individual basic, Thiqa etc.
• Efficiently monitor TAT for each application/endorsement request/issues handled and submitted to the concerned department
• Promote, sell and process individual Top-Up policies [Thiqa and Sahtak] end-to-end on spot
• Coordinate with relevant Daman departments such as Underwriting, Finance, Claims, PRD to ensure efficient daily operations for key client members
• Prepare business reports and share it on periodic basis with the key clients
• Collate quarterly feedback and report customer satisfaction results
• 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 application, issue policy, create members and generate invoices and export information to produce deliverables like cards, certificate, 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, attend and complete monthly quiz with good score
• 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 solution or escalate to the respective units and follow up until resolved and ensure TAT

Key Requirements and Qualifications

• Any English language certification is a plus
• UAE Driving license is a plus
• Bachelor’s degree in any field