Job Description

Summary -Policy onboarding, constantly improving turnaround times -Product configuration & endorsement processing -Support key client transactions and manage related queries & complaints -Centrally manage complaints from various channels e.g. call centre, Customer Happiness Centre, walk-in customers and customer emails -Support enrolment & renewals for Thiqa, individual basic, individual enhanced and small groups
Description
Role Purpose

• 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

• Experience in any administrative job preferably in insurance industry is a plus
• Minimum of high school degree
• Diploma or higher degree in any field is preferred

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 role in managing Health system in UAE

Career Framework Role
Has program required basic skill set to perform routine tasks within simple processes but lacking program/product specific knowledge. Works with close supervision and clearly defined procedures. Starting to demonstrate familiarity with client terminology, operating standards and procedures. Starter without sustained metric performance levels.
Supplemental Geographical Information
RECRUITER ENTER THE APPLICABLE LANGUAGE:
GERMANY - This job description does not apply to employees in Germany.
UNITED KINGDOM- EXCLUDE HIGH SCHOOL INFORMATION IN CANDIDATE PROFILE SECTION
PHILIPPINES

• Minimum of two years of college education. No prior call center experience is required

• Ability to think clearly and can explain simple issues effectively, both written and verbally

INDIA

• Ability to effectively communicate, both written and verbally

• Listen attentively to customer needs and concerns; demonstrate empathy

• Clarify customer requirements; probe for and confirm understanding of requirements or problem

• Confirm customer understanding of the solution and provide additional customer education as needed

• Ability to learn including strong problem solving skills

• Demonstrate strong probing and problem solving skills

• Should be able to handle complex queries

• Should be able to resolve customer queries independently

Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.
Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.

Skills Required