Travel & Assistance Officer

We are Allianz Partners. The leader in assistance and insurance solutions in
the areas of international health, assistance, automotive and travel
insurance. Allianz Partners is a global family of over ‎19,000 employees across
‎78 countries. This role is in the International Health part of the business,
which has a number of well-known customer facing brands such as Allianz Care,
Nextcare and Medi24.

The International Health line of business provides international health, life
and disability insurance and services, reinsurance and administration services
to a wide range of customers. These include multinational companies,
intergovernmental organisations (IGOs), non-governmental organisations (NGOs),
private individuals, families and students. Our mission is to ensure that
customers have access to quality healthcare through our support, care and
commitment to go the extra mile. We are a truly global health partner for our
customers, ensuring fast and simple access to the best advice, treatment and
value for our customer.
Summary:

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.

Main Responsibilities:

• Manage all assigned tasks related to designated line(s) of business as trained i.e. Travel, Accidental Damage, Extended Warranty, Road Side Assistance, etc.


• 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


• 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
  Minimum requirements:

  
  


• 
  

  Bachelor's Degree in any area

  
  


• ‎1+ years Customer Service and / or Insurance / Travel Operations Experience


• Fluency in English is mandatory


• Fluency in Arabic and/or French 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

Job Level:
Professional
Location:
AE
Available until:
‎31/‎01/‎2023
Area of Expertise:
Customer Services & Claims
Unit:
Allianz Partners
Employing Entity:
NEXTCARE Claims Management LLC
Job Type:
Full-Time
Remote Job:
Not applicable
Employment Type:
Permanent
ID:
‎21664