Travel Claims Senior Agent - AI-Enabled Customer Champion

Allianz; Dubai; On-site; AED 90,000 - 130,000; Full time

Job summary

Allianz in Dubai seeks a Claims Senior Agent to handle travel-related inquiries and manage the claims cycle with high-quality customer service. You will document conversations, process claims, and guide customers on policy terms while ensuring adherence to KPI targets.

The role requires 3+ years in customer service or insurance/travel operations, fluent English, and strong MS Office skills; Arabic and French are a plus.

Qualifications

• Bachelor’s Degree in any area.
• 3+ years Customer Service and / or Insurance / Travel Operations Experience.
• Fluency in English is mandatory.
• Fluency in Arabic (1st), French (2nd) is a plus.
• Fluency in MS Office (Excel, Word, Outlook) and general internet navigation and research skills.
• Fluency in typing.
• Legally permitted to work in the country of operations.
• Physically fit to carry out duties.
• AI READINESS: Work effectively in an environment shaped by AI, ML, data analytics and cloud-based tools.

Responsibilities

• Respond to telephone and e-mail inquiries and manage claims cycle for Travel & Assistance products.
• Document details of conversations and actions taken; create tickets as needed.
• Perform claims evaluation and processing including policy checks and system entries; ensure turnaround times.
• Explain policy terms and conditions and assist callers with claims process and network inquiries.
• Manage policy changes (cancellations/amendments) per internal guidelines.
• Log complaints and follow escalation processes; log actions and resolutions in systems.
• Maintain records and update service provider portal with relevant details.
• Monitor productivity metrics and contribute to monthly scorecards with management.
• Attend training and departmental activities as per schedule.

Skills

Customer service

Insurance

Travel operations

English fluency

Arabic language

French language

MS Office

Typing

Education

Bachelor's degree

Tools

MS Office (Excel/Word/Outlook)

Job description

Allianz in Dubai seeks a Claims Senior Agent to handle travel-related inquiries and manage the claims cycle with high-quality customer service. You will document conversations, process claims, and guide customers on policy terms while ensuring adherence to KPI targets.

The role requires 3+ years in customer service or insurance/travel operations, fluent English, and strong MS Office skills; Arabic and French are a plus.