Amiel Faye Concepcion

• Manage routine and complex client/broker inquiries for group and individual medical policies.
• Serve as the primary point of contact (POC) for brokers, processing customized client policy changes and requests.
• Deliver clear operational guidelines, accurate information and timely resolutions to ensure a positive customer experience and
meet SLAs.
• Coordinate with sales and internal teams to resolve discrepancies and expedite case processing.
• Process servicing endorsement requests; MySukoon account setup, member additions/deletions, upgrades, detail updates,
cancellations, claims follow-up, ICP and HAAD system linking and policy document issuance.
• Conduct collection and KYC document quality checks on centralized client records for internal use and audit requirements.
• Support end-to-end New Business and renewal processing on major accounts, ensuring alignment with client agreements,
regulatory requirements and underwriting guidelines.
• Resolve billing and reconciliation issues by cross-checking premiums, penalties, policy fees, account details and invoice
corrections.

• Process high volumes of personal loan applications and cross-sell credit cards in line with Central Bank and internal
guidelines.
• Work with relationship managers and internal teams to improve workflow and support timely loan disbursal.
• Review loan parameters and conduct credit checks to confirm customer eligibility.
• Prepare credit reports to support underwriting and due-diligence decisions.
• Conduct risk reviews, escalate high-risk cases and strengthen KYC/AML compliance.
• Meet daily productivity targets and support ad hoc tasks such as MIS reporting and new-joiner training.

Work Tools: Finacle, Finn One CAS, Firco (World Check), AECB, BPM FileNet, Siebel CRM, Central Bank, UAEFTS

• Manage front desk operations, phone and email communication, visitor handling and scheduling.
• Provide administrative support to senior management and engineering teams.
• Maintain ISO-compliant project documentation, maintain accurate filing, version control and preparation of RFIs, submittals,
shop drawings and other technical correspondence.
• Support accounts team on processing invoices, purchase orders, cheques, banking transactions and tender documents.
• Assist with employee onboarding, including visa processing, insurance enrolment and HR records management.

Work Tools: Slack, MS Office Tools, QuickBooks