Complaint Officer And Service Center Advisor For UAE Nationals Only
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Key skills for this role
About the Role
AIG seeks a Complaint Officer & Service Centre Advisor for UAE Nationals only. The role involves complaint handling, policy servicing, claim registration, and client communication via calls and emails.
Key Skills for This Role
Responsibilities
- Handle complaints while ensuring compliance with Central Bank of UAE requirements and regulatory standards
- Service clients who contact AIG through multi channels of the contact centre such as calls & emails for various requests ranging from product queries, policy servicing, initial claim document review and claim registration
- Maintain proper, accurate records and perform duties in compliance with AIG / Regulatory guidelines & operational standards / procedures
- Perform defined policy servicing activities, claim registrations, routing claim follow up requests & respond to client queries within stipulated SLAs
- Contact clients who are Detractors based on the Net Promoter Score received to understand the feedback provided which could help in business Improvement
- Update job knowledge by studying new product descriptions; participating in educational opportunities
- Extend support towards the broker engagement activity to ensure the correspondence sent from AIG to the brokers is received in the expected order
- Maintain consistency towards on time attendance and schedule adherence
Requirements
- UAE National (With a Family book)
- Customer Service Experience
- Minimum high school diploma
- Very good oral and written communication skills in Arabic & English
- Computer literate (familiar with windows applications)
- Able to work under pressure and meet tight deadlines and SLA requirements
- Ability to prioritize & manage workload with a positive attitude towards excellent customer service
Full Job Posting
About The Role
- The role provides extensive exposure in Complaint handling while ensuring compliance with Central Bank of UAE requirements and regulatory standards.
- This role provides an opportunity to service clients who contact AIG through multi channels of the contact centre such as calls & emails for various requests ranging from product queries, policy servicing, initial claim document review and claim registration.
- The role requires to maintain proper, accurate records and perform the duties in compliance with AIG / Regulatory guidelines & operational standards / procedures.
Key Responsibilities
- To perform defined policy servicing activities, claim registrations, routing claim follow up requests & respond to client queries within stipulated SLAs
- To contact clients who are Detractors based on the Net Promoter Score received to understand the feedback provided which could help in business Improvement.
- Updates job knowledge by studying new product descriptions; participating in educational opportunities.
- Extend support towards the broker engagement activity to ensure the correspondence sent from AIG to the brokers is received in the expected order.
- Maintains consistency towards on time attendance and schedule adherence.
What We’re Looking For
- UAE National (With a Family book)
- Customer Service Experience
- Minimum high school diploma is required.
- Must demonstrate very good oral and written communication skills in Arabic & English.
- Should be computer literate (familiar with windows applications)
- Able to work under pressure and meet tight deadlines and SLA requirements.
- Ability to prioritize & manage workload with a positive attitude towards excellent customer service.
- Should be a Quick learner, hands on experience in AIG systems such as Salesforce, Gen6, Freedom, Navins will be an added advantage
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