Coordinator, Key Client Services ( UAEN) - Sharjah

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

Job summary

An established industry player in health insurance is seeking a dedicated customer service representative to enhance client interactions. This role involves providing top-notch service, processing applications, and ensuring compliance with regulatory standards. You will collaborate with various departments to deliver exceptional service, monitor productivity, and maintain high-quality standards. If you thrive in a dynamic environment and are passionate about customer satisfaction, this opportunity is perfect for you. Join a forward-thinking company that values flexibility and teamwork, and take the next step in your career!

Qualifications

• Minimum 6 months of customer-facing experience required.
• Insurance experience and English certification are advantageous.

Responsibilities

• Provide superior customer service at client premises.
• Process applications and ensure compliance with regulatory standards.
• Monitor productivity and quality targets regularly.

Skills

Customer Service Orientation

Analytical Skills

Problem Solving

Decision Making

Communication Skills

Flexibility

Education

Bachelor's Degree

Job description

• 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

• 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

Skills and Competencies

• Understand and analyse day-to-day work-based situations and apply thoughts logically and take decisions, consult 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 quiz with good score
• Ability to build good relationship 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