Complaint Officer & Service Center Advisor

Job Description

Who We Are

About The Role

• 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
• At AIG, we value in-person collaboration as a vital part of our culture, which is why we ask our team members to be primarily in the office.
• This approach helps us work together effectively and create a supportive, connected environment for our team and clients alike.
• Enjoy Benefits That Take Care Of What Matters
• At AIG, our people are our greatest asset.
• We know how important it is to protect and invest in what’s most important to you.
• That is why we created our Total Rewards Program, a comprehensive benefits package that extends beyond time spent at work to offer benefits focused on your health, wellbeing and financial security—as well as your professional development—to bring peace of mind to you and your family.
• Reimagining insurance to make a bigger difference to the world
• American International Group, Inc. (AIG) is a global leader in commercial and personal insurance solutions; we are one of the world’s most far-reaching property casualty networks.
• It is an exciting time to join us — across our operations, we are thinking in new and innovative ways to deliver ever-better solutions to our customers.
• At AIG, you can go further to support individuals, businesses, and communities, helping them to manage risk, respond to times of uncertainty and discover new potential.
• We invest in our largest asset, our people, through continuous learning and development, in a culture that celebrates everyone for who they are and what they want to become.
• Welcome to a culture of inclusion
• We’re committed to creating a culture that truly respects and celebrates each other’s talents, backgrounds, cultures, opinions and goals.
• We foster a culture of inclusion and belonging through learning, cultural awareness activities and Employee Resource Groups (ERGs).
• With global chapters, ERGs are a cornerstone for our culture of inclusion.
• The talent of our people is one of AIG’s greatest assets, and we are honored that our drive for positive change has been recognized by numerous recent awards and accreditations.
• *AIG provides equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories.*
• AIG is committed to working with and providing reasonable accommodations to job applicants and employees with disabilities.
• If you believe you need a reasonable accommodation, please send an email to candidatecare@aig.com.