Coordinator, Key Client Services ( UAEN) -GHQ

The National Insurance Company – Daman; Abu Dhabi; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading insurance provider in Abu Dhabi is looking for a dedicated customer service representative. The role involves offering superior services to clients, monitoring application processes, and promoting insurance policies. Ideal candidates should have a Bachelor's degree and strong communication skills, with any English certification considered a plus. This position promises professional growth in a supportive 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 applications and requests.
• Promote and process individual Top-Up policies.
• Coordinate with relevant departments for operations.
• Prepare and share business reports with clients.
• Collet quarterly feedback and report customer satisfaction.
• Handle customer queries and complaints effectively.

Skills

Customer service excellence

Effective 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