Medical Insurance Customer Support Officer

abu dhabi insurance brokers; Abu Dhabi; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading insurance firm in Abu Dhabi seeks a Customer Support Officer to manage client accounts and ensure smooth operations for medical insurance after sales. Responsibilities include coordinating policy issuance, providing support during policy validation, processing changes, and maintaining client communication. Strong focus on client satisfaction, attention to detail, and timely policy servicing are crucial. Join a supportive team committed to operational excellence in the insurance sector.

Responsibilities

• Manage client accounts and support all operational aspects of medical insurance after sale.
• Coordinate policy placement and issuance after confirmation from the technical team.
• Provide support during policy validation, ensuring timely responses to inquiries.
• Process policy changes as per client requests or organizational requirements.
• Maintain ongoing communication with clients and insurance companies to ensure quality.
• Assist clients with all required paperwork related to policy issuance and claims.
• Monitor policy renewal dates and communicate renewal terms with clients.
• Handle inquiries and assist with claims process coordination.

Skills

Client Satisfaction

Attention to Detail

Timely Policy Servicing

Proactive Communication

Regulatory Compliance

Renewal Retention Rate

Technical Competency

Problem Solving

Team Collaboration

Continuous Learning

Job description

Position Summary

The Customer Support Officer is responsible for managing client accounts and supporting all operational aspects of medical insurance after sale.

Duties and responsibilities

• Coordinate the placement and issuance of medical insurance policies after setup and confirmation from the technical team.
• Provide full support during the policy validation period, ensuring timely response to client inquiries and resolution of issues.
• Process policy changes including endorsements, additions, and deletions as per client requests or organizational requirements.
• Conduct regular visits and maintain ongoing communication with clients and insurance companies to ensure service quality and client satisfaction.
• Enter and maintain policy data accurately in the AIB portal and internal systems, ensuring up-to-date and error-free records.
• Assist clients with completing all required paperwork and documentation related to policy issuance, renewal, claims, and endorsements.
• Track and follow up on pending documentation to ensure smooth policy servicing.
• Coordinate with internal departments (underwriting, technical, claims, etc.) to ensure timely delivery of services and accurate information sharing.
• Monitor policy renewal dates and proactively communicate with clients regarding renewal terms, options, and documentation needs.
• Prepare and send policy summaries, client reports, and communications in a timely and professional manner.
• Provide support during audits or compliance checks by maintaining proper records and documentation.
• Handle inquiries and assist with the coordination of claims processes, ensuring clients receive timely support.
• Stay updated on product knowledge, insurance regulations, and changes in provider networks to better advise clients.
• Participate in training sessions and internal meetings to contribute to operational improvements and service excellence.

Skills

Client Satisfaction

• Maintains strong client relationships by providing timely, accurate, and professional service that meets or exceeds expectations.

Attention to Detail

• Demonstrates a high level of accuracy in data entry, policy documentation, and communication to minimize errors and rework.

Timely Policy Servicing

• Ensures all policy placements, endorsements, and updates are processed promptly and within required turnaround times.

Proactive Communication

• Keeps clients, insurance companies, and internal teams informed and aligned through regular, clear, and professional communication.

Regulatory Compliance

• Follows all applicable insurance regulations, internal policies, and documentation standards with consistency and integrity.

Renewal Retention Rate

• Contributes to client retention by managing renewals proactively, offering solutions, and minimizing service disruptions.

Technical Competency

• Effectively uses insurance portals and office tools to complete tasks efficiently and maintain accurate records.

Problem Solving

• Resolves client and operational issues quickly, using sound judgment and knowledge of insurance processes.

Team Collaboration

• Works cooperatively with colleagues and other departments to ensure seamless delivery of services to clients.

Continuous Learning

• Stays informed about industry trends, policy changes, and new insurance products to provide up-to-date guidance to clients