Coordinator, Key Client Services ( UAEN) - Dubai

Role Purpose

• 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 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 it on 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 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

• Any English language certification is a plus
• UAE Driving license is a plus
• Bachelor’s degree in any field