Coordinator, Key Client Services ( UAEN) - Abu Dhabi

Role PurposeOffer 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 departmentPromote, sell and process individual Top-Up policies [Thiqa and Sahtak] end-to-end on spotCoordinate with relevant Daman departments such as Underwriting, Finance, Claims, PRD to ensure efficient daily operations for key client membersPrepare business reports and share it on periodic basis with the key clientsCollate quarterly feedback and report customer satisfaction resultsWork on multiple systems, processes and workflows to accomplish business needsEnrol, 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 scoreUnderstand and apply checklists and guidelines provided to achieve quality targets in daily activities. Rectify data and process gaps observed and curb repeated errorsReceive and respond to phone/emails from customers/brokers on time within TAT and ensure quality communication to internal and external customersHandle customer queries by providing accurate, valid and complete information by using the right methods and tools and follow up until the issue is resolvedRegister customer complaints, find solution or escalate to the respective units and follow up until resolved and ensure TATKey Requirements and QualificationsAny English language certification is a plusUAE Driving license is a plusBachelor’s degree in any field