Officer, Key Client Services

3 weeks ago


Dubai, Dubai, United Arab Emirates Daman - National Health Insurance Company Full time
Role PurposeOffer 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 departmentPromote, sell and process individual Top-Up policies [Thiqa and Sahtak] end-to-end on spotCoordinate with relevant Daman departments such as Underwriting, Finance, Claims, PRD to ensure efficient daily operations for key client membersPrepare business reports and share it on periodic basis with the key clientsCollate quarterly feedback and report customer satisfaction resultsWork on multiple systems, processes and workflows to accomplish business needsEnrol, 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 scoreUnderstand and apply checklists and guidelines provided to achieve quality targets in daily activities. Rectify data and process gaps observed and curb repeated errorsReceive and respond to phone/emails from customers/brokers on time within TAT and ensure quality communication to internal and external customersHandle customer queries by providing accurate, valid and complete information by using the right methods and tools and follow up until the issue is resolvedRegister customer complaints, find solution or escalate to the respective units and follow up until resolved and ensure TATSupport Team Leader in implementing initiatives and carrying out other tasks required to ensure dependable performance of the teamMay deputise the Team Leader in resolving complicated cases and/or substitute another KCO Associate when necessaryKey Requirements and QualificationsMinimum 3 years of work experience in any front office or customer facing roleInsurance experience is an advantageCertification in Sales Operations Professional level is a mustAny English language certification is a plusUAE Driving license is a plusBachelor's degree in any fieldSkills and CompetenciesUnderstand and analyse day-to-day work-based situations and apply thoughts logically and take decisions, consult experienced staff when necessaryExhibit 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 meetingsFlexible to change living/working environment/location across different functions across the UAEDemonstrate flexibility by stretching additional hours to accomplish tasks during business peaks on the stretched targetsFeel accountable for own activities and performance. Meet and exceed daily/weekly/monthly productivity, quality and TAT targets; attend and complete monthly quiz with good scoreAbility to build good relationship with team members, cooperate with colleagues and be accepted as a good team playerAbility to work with interfacing departments in harmony and earn trust through transparency, honesty and open communicationAcknowledge and foster multi-cultural diversitySeek and give feedback to celebrate success and raise individual performanceGood command of written and spoken English; knowledge of Arabic language is an advantageBasic analytical, execution, problem solving and decision-making skillsGood level of customer service orientation and professionalism in all interactionsKnowledge of health insurance concepts, regulatory & Daman role in managing Health system in UAE

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