Officer, Key Client Services - Dubai

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 the 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 them on a 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 applications, issue policies, create members, and generate invoices and export information to produce deliverables like cards, certificates, 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; attend and complete monthly quizzes with a 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 solutions or escalate to the respective units and follow up until resolved and ensure TAT.

Support Team Leader in implementing initiatives and carrying out other tasks required to ensure dependable performance of the team.

May deputize the Team Leader in resolving complicated cases and/or substitute another KCO Associate when necessary.

Key Requirements and Qualifications

Minimum 3 years of work experience in any front office or customer-facing role.

Insurance experience is an advantage.

Certification in Sales Operations Professional level is a must.

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 quizzes with a good score.

Ability to build good relationships 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 the health system in UAE.