Job Description

As a Claims Senior Agent, you'll be responsible for responding to telephone / e-mail inquiries and manage the claims cycle about the Travel & Assistance products / services by following standard protocols. The incumbent is also responsible to ensure all KPI’s 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 Senior Officer will work closely with the Travel & Assistance team and management ensuring that all defined standards are met with excellent customer services standards.

Job Description:

• Manage all assigned tasks related to designated line(s) of business as trained . Travel.
• Respond inbound and outbound telephone / e-mail Customer / Partners inquiries and ensure call quality monitoring
• Document details of telephone / e-mail conversation and actions taken e.g. note, new ticket
• Claims evaluation and processing 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 process / procedure / network inquiries, explaining policy terms & conditions
• Cancel, amend policies when requested by Customers / Partners, in accordance with the internal guidelines
• Follow the complaints & escalation management process and log in complaints with action & resolution in the system / tools provided by the company
• Ensure proper system related tasks as creating files and Service Providers updates on the portal
• Record tasks in the productivity file, share with management and ensure reaching the level of productivity assigned
• Follow the internal processes and guidelines to ensure reaching the Operational KPIs (Quantity and Quality) and the attendance KPIs
• Request feedback in relation to the performed tasks and discuss with Team Leader the monthly scorecard results
• Monitor daily activities as per the communicated Service Level Agreement, create reports / statistics / analysis and report any deviation
• Attend training sessions as requested and participate in the departmental activities in accordance with the monthly schedule
• Attend internal meetings related to the job as per the internal requirements

Job Requirements:

• Bachelor’s Degree in any area
• 3+ years Customer Service and / or Insurance / Travel Operations Experience
• Fluency in English is mandatory
• Fluency in Arabic (1st), French (2nd) is a plus
• Fluency in MS Office (Excel, Word, Outlook) and general internet navigation and research skills
• Fluency in typing
• Legally permitted to work in the country of operations.
• Physically fit to carry out duties
• AI READINESS Work effectively in an environment shaped by artificial intelligence (AI), machine learning, data analytics and cloud-based tools, using insights responsibly with our standards of data governance, security and ethical use.

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