Travel & Assistance Senior Officer
UAE, United Arab Emirates
Job Description
We are Allianz Partners. The leader in assistance and insurance solutions in the areas of international health, assistance, automotive and travel insurance. Allianz Partners is a global family of over 19,000 employees across 78 countries. This role is in the International Health part of the business, which has a number of well-known customer facing brands such as Allianz Care, Nextcare and Medi24.
The International Health line of business provides international health, life and disability insurance and services, reinsurance and administration services to a wide range of customers. These include multinational companies, intergovernmental organisations (IGOs), non-governmental organisations (NGOs), private individuals, families and students. Our mission is to ensure that customers have access to quality healthcare through our support, care and commitment to go the extra mile. We are a truly global health partner for our customers, ensuring fast and simple access to the best advice, treatment and value for our customer.
The International Health line of business provides international health, life and disability insurance and services, reinsurance and administration services to a wide range of customers. These include multinational companies, intergovernmental organisations (IGOs), non-governmental organisations (NGOs), private individuals, families and students. Our mission is to ensure that customers have access to quality healthcare through our support, care and commitment to go the extra mile. We are a truly global health partner for our customers, ensuring fast and simple access to the best advice, treatment and value for our customer.
Summary:
The main duty of a Travel & Assistance Agent is to respond to Telephone / E-mail / WhatsApp inquiries, manage the assistance cases (case management) and claims cycle for Travel & Assistance products / services by following standard protocols. The incumbent is also responsible to ensure all KPI\xe2\x80\x99s are achieved & dealt with the highest standards of customer service. The Department will keep a record document details of telephone conversation and actions taken, in order to make further follow-ups and corrective action as required. The Travel & Assistance Agent will work closely with the Travel & Assistance team and management ensuring that all defined standards are met with excellent customer services standards.
Main Tasks:
- Respond inbound and outbound telephone / e-mail / WhatsApp Customer / Partners / Providers inquiries and ensure high standard of customer service
- Document details of telephone / e-mail / WhatsApp conversation and actions taken within the related system i.e. ITS, Service Desk
- Maintain records & close-loop each call by completing all duties which includes doing checks as per the existing process as well as liaising with other departments
- Case management assistance for all medical / non-medical assistance cases received / assigned by completing the full cycle of case handling which includes contacting Customers, Providers, Authorities or other third parties such as Allianz BUs in country of incident, arranging the service as required and according to internal process and product terms and conditions, handling invoices, processing the case, endorse for settlement and closing the lopp by a final follow up call with the Customer
- Travel Claims evaluation activities such as checking policy, eligibility, claims creation in the system, follow up upon ongoing claims ensuring the requested turn around time and processing of claims and other tasks related to claims management
- Assist callers on claims / assistance process / procedure explaining policy terms & conditions
- Accommodates Business Units request with regards to opening international files, placement of Guarantee of Payment, etc.
- Follow the complaints & escalation management process and log in complaints with action & resolution in the system / tools provided by the company
- Ensure following the processes as per internal guidelines and propose improvements where necessary
- Monitor daily activities as per the communicated Service Level Agreement, create reports / statistics / analysis and report any deviation
- Attend internal meetings related to the job as per the internal requirements and any training/coaching sessions invited to attend
Minimum Requirement:
- Bachelors Degree, ideally medical
- 2+ years experience in Customer Service and Assistance Services; Insurance background knowledge / experience is an advantage
- Flexible to work in different shifts and to follow dynamic schedule as per the business requirements that includes AM/PM & night shifts according to the line of business profile
- English & Arabic fluency is a must (written and oral skills)
- Legally permitted to work in the country of operations
- Fluency in MS Office (Excel, Word, Outlook, PowerPoint) and general internet navigation and research skills
- Legally permitted to work in the country of operations.
- Physically fit to carry out duties
Job Level:
Professional
Location:
AE
Available until:
17/04/2023
Area of Expertise:
Customer Services & Claims
Unit:
Allianz Partners
Employing Entity:
NEXTCARE Claims Management LLC
Job Type:
Full-Time
Remote Job:
Not applicable
Employment Type:
Permanent
ID:
25304
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Job Detail
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Job IdJD1525212
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationUAE, United Arab Emirates
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EducationNot mentioned