Travel and Assistance Officer

Job Overview:

The main duty of a Travel & Assistance Officer is to manage the claims cycle about the Travel & Assistance products / services by following standard protocols respond to telephone / e-mail inquiries and. 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.

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
  
  

What you bring:

• Bachelor’s Degree in medical field
• 1+ years Insurance / Travel Operations Experience
• Fluency in English is mandatory
• Fluency in English & Arabic (1 st ), French (2 nd ) is a plus
• Fluency in typing
• Legally permitted to work in the country of operations.
• Physically fit to carry out duties
• Strong negotiation, communication, attention to detail, time management skills
• Adherence and punctuality, keep an open channel of communication with colleagues inside / outside the team
• Sound knowledge of telephone etiquette
• Ability to work independently and maintain focus under pressure
• Ability to meet tight deadlines
• Ability to work well as part of a team- to exhibit objectivity and be open-minded towards the ideas and views of others, give as well as welcome feedback, contribute to building team spirit, aid others to succeed
• Ability to comprehend, capture as well as interpret basic customer information, besides upholding the values of the organization
• Ability to follow instructions diligently
• Ability to manage difficult customer situations, to respond promptly to the needs of the customer, solicit feedback to improve service, respond to request for service/assistance
• Ability to adapt to change, meet the changing demands of the work environment, any delays or other unexpected demands
• Ability to treat people with respect under all circumstances, instill trust in others besides upholding the values of the organization
• Dependability in taking responsibility for actions taken
• Flexible to accommodate changes/addition to duties, make efficient use of resources, and availability as per company requirements
  
  

What we offer:

Our employees play an integral part in our success as a business. We appreciate that each of our employees are unique and have unique needs, ambitions and we enjoy being a part of their journey.

We are there to empower and encourage you with your personal and professional development ensuring that you take control by offering a large variety of courses and targeted development programs. All that in a global environment where international mobility and career progression are encouraged. Caring for your health and wellbeing is key priority for us. This is why we build Work Well programs to providing you with peace of mind and give the flexibility in planning and arranging for a better work-life balance.

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us.

We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We 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 ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation. Join us. Let's care for tomorrow.

51651 | Customer Services & Claims | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us.

We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We 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 ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.

Join us. Let's care for tomorrow.