Complaint Officer & Service Center Advisor

What you need to know

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. Any deviation in the form of errors / risks must be reported to the Service Center manager.

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