customer care manager
MetLife AIG ANB
Total years of experience :9 years, 2 Months
- Manage the calls handling unit and oversee all external communications with clients (Phone / E-mails / Written / Webpage etc.)
- Manage the overall Customer Care - front desk activities and monitor the quality of services rendered by the employees and address areas of complaints.
- Train and develop Customer Care - front desk staff in all aspects of service, quality, efficiency, and technical expertise.
- Ensure that all processes and service level agreement items of the customer care function are within the related regulatory requirements.
- Ensure the Company’s Customer Centricity approach is applied throughout the Customer Care Journey & in all applicable and related areas.
- Enhance the overall Customer Care- front desk functions by introducing new systems, processes or procedures that improve the department performance.
- Uploading all announcements, networks, SAMA reports in the website.
- Coordinate with the operational functions of the company on the projects related to Customer Care enhancements such as surveys including the implementation of the required solutions for issues & as per client expectations or beyond. This is in addition to the coordination with the functions on the technical training sessions required to reinforce the knowledge of the service team.
Complaints handling unit:
- Establish the complaints handling unit and develop the complaints handling policy, process, reports and systems.
- Perform the functions of appointed Complaints Review Committee secretary, and be responsible of all meetings minutes and related materials and support managing and applying its recommendations to have an efficient functioning of complaint handling.
- Ensure that all complaints handling stages are performed as per the service level agreement and regulatory requirements.
- Ensure providing the Executive management with a comprehensive report about the complaints received, the actions taken in regard thereto, customer satisfaction with the results of the complaints processing
Customer Relationship Management - Regular calendared visits to clients. Serve as the main point of contact for the clients, bringing together all parts of our service (claims, underwriting, operations, premium collection) and taking responsibility for overall coordination and communication on the account
- Invoicing Queries & Premium collection - Ensure all premiums are collected as per Credit Control Policy which is mandated by SAMA and report delinquent premiums timely through the monthly report. Sharing the overdue report to the clients (through CS Team) on monthly basis and follow-up.
- Customer Care - Provide support to direct clients. Address all Group Customer queries and complaints as per SLA & TAT set and per Regulatory requirements and ensure maintaining enhanced, professional & proactive services per related customer centricity mapping & processes
- E- Service - Launch e-services for clients and ensure optimized usage.
- Claims - Disputed claims handing for (Cash & Direct Billing). Coordinating with medical claims dept. for the cash claims/Life Claims/ MIS report / Network issues. Reviewing the cash claims log for the Top clients of Riyadh Region and share the report with Clients
- Wellness Program - Present MetLife Wellness capabilities to the clients & Coordinate for Wellness programs
- Communications - Notifying the customers any changes in the disclosures or conditions made to the customers at the time of entering into the insurance contract and sharing the flyers also. (E.g. - Changes in credit control, Networks or any enhancement in the E- Service).