Job Description

The main duty of a Travel & Assistance Officer is to respond 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 Officer will work closely with the Travel & Assistance team and management ensuring that all defined standards are met with excellent customer services standards.

Key responsibilities/What you do:

• Manage the assigned tasks related to medical assistance cases.
• Evaluate medical claims according to the guidelines.
• Coordinate with different providers to ensure high quality of service when organizing medical assistance.
• Respond inbound and outbound telephone / e-mail Customer / Partners inquiries and ensure call quality monitoring
• 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
• Accommodates Business Units / Travel / TPA International requests 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 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

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
Key requirements/What you bring:

• Bachelor’s Degree in medical feild
• 1+ years Insurance / Travel and medical assistance Operations Experience
• Fluency in English is mandatory
• Fluency in Arabic (1st), French (2nd) is a plus
• 
  Fluency in typing
  
• 
  Legally permitted to work in the country of operations.
  
• 
  Physically fit to carry out duties

How we hire Allianz Partners does not accept unsolicited CV’s or approaches from agencies. We only work with partners on our approved supplier list, under contract. Any unsolicited submission will not be considered.

Key benefits/What we offer

Allianz Partners is a world leader in B2B2C insurance and assistance, offering global solutions that span international health and life, travel insurance, automotive and assistance. Customer driven, our innovative experts are redefining insurance services by delivering future-ready, high-tech high-touch products and solutions that go beyond traditional insurance.

Our products are embedded seamlessly into our partners’ businesses or sold directly to customers and are available through four commercial brands: Allianz Assistance, Allianz Automotive, Allianz Travel and Allianz Care. Present in 75 countries, our 21,100 employees speak 70 languages, handle over 71 million cases each year, and are motivated to go the extra mile to offer peace of mind to our customers around the world.

We at Allianz believe in a strong inclusive culture that encourages people to speak their minds, get involved and question the status quo. We are proud to be an equal opportunity employer and encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love, or what you believe in.

We therefore welcome applications regardless of race, ethnicity or cultural background, age, gender, nationality, religion, social class, disability, sexual orientation, or any other characteristics protected under applicable local laws and regulations.

At Allianz Partners, AI is revolutionizing customer service and claims management through innovative solutions. These AI-driven tools enhance productivity by streamlining complex claims processes, reducing administrative burdens, and accelerating resolution times. Our AI-powered technology has made claims processing faster, offering quicker resolutions. All while ensuring human oversight for claims to maintain service integrity. By embracing AI and Emerging Technologies, Allianz Partners continues to lead the industry, meeting ever-changing customer needs with innovative solutions. Our commitment to Ethical AI practices safeguards data integrity and trust, ensuring responsible deployment across all operations. This approach not only enhances customer experiences but also supports strategic initiatives like fraud detection and personalized product offerings, solidifying Allianz Partners' position as a leader in the insurance sector.

Great to have you on board. Let's care for tomorrow.