Contact Center Advisor
Abu Dhabi National Insurance Company
Total years of experience :12 years, 8 Months
•Obtains client information by answering telephone calls, replying emails, online chats, faxes and verifying information.
•Determines eligibility by comparing client information to requirements.
•Generating Medical, Motor, Hala, Travel and Home Safe quotations.
•Establishes policies by entering client information; confirming pricing.
•Informs clients by explaining procedures; answering questions; providing information.
•Maintains communication equipment by reporting problems.
•Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures.
•Updates job knowledge by studying new product descriptions; participating in educational opportunities.
•Accomplishes sales and organization mission by completing related results as needed.
• Providing support to sales team and motor underwriters.
• Receiving motor inquiries from sales team and identifying the criteria of risk.
• Collecting the documents from and preparing comparative sheet of the quote/rates received from insurance companies
• Negotiating with insurance companies based on the market knowledge for the selected risk in coordination with senior underwriters.
• Responds to customer requirements in appropriate time scales in order to meet sales team’s expectations.
• Provide the management with appropriate reports regarding customer service and compliance with operational policy and procedures.
• Preparing Debit Note in system software and arranging deliveries for premium collection.
• Preparing reports of business and sending to Marketing Manager and following for payments.
• Maintaining excel sheet to keep the payment record i.e. Cash, CDC and PDC received by sales team in terms of maturing the business along with the allocation details.
•Developing close and interpersonal relationship with Insurance Brokers and Sales Team.
•Arranging business meeting with direct corporate clients, informing them the procedure of working and preparing the meeting minutes.
•Dealing with the day to day inquiries of walk in customers preparing quotes and issuing policies.
•Assist in submitting and negotiating quotations with the Broker, in coordination with the Technical team.
•Arranging training sessions of online portal with Insurance Brokers and Sales Team.
•Coordinate with the other departments such as underwriting, claims, operations, IT etc.
•Submission of various reports including Broker production budgets, production analysis, Receivable status in comprehensive and timely manner to Line Manager.
•Responding to online inquiries receiving over the website.
•Follow up on overdue payments from Brokers and direct clients.
•Be a part of management meeting and developing strategies to increase production
* Answer customers queries and complaints and provide resolutions.
* Handling of Fleet, New and Renewals Insurance Policies in Motor Department.
* Sending the Fleet Policies vehicles details to the Insurance Companies to generate the Terms and Prepare the quotes.
* Informing customers about procedures of making the policy and registering the vehicle.
* Preparing the competitive quotations from various Insurance Companies i.e RSA, AIG, NGI, Noor Takaful, Dar Al Takaful, Tokio Marine and New India.
* Issuing of Motor Insurance Policies and Certificates in both English and Arabic- online and manual.
* Maintaining and updating the record of customers in Premiun and Praktora.
* Dispatching policies to customers and maintaining the payment record.
* Routing incoming emails and claims in queue and re-indexing them into database.
* Register the claim in case of accident and send documents to the concern Insurance Company and follow up with them for LPO and further Procedures.
* Reporting to management and attending the meetings as required.
* Assist and make good relationship with customers.
•Facilitating customers over helpline by providing information regarding company’s products and services.
•Handling customer’s queries and complaints as per set of standards.
•Coordinating and following-up with multiple stake holders for the resolution of customers issues.
•Maintain the KPI in order to achieve the good service level.
•Creating SR and maintaining record of customers in Siebel.
•Assisting my Supervisor in different routine tasks and also coaching new team members accordingly.
•Recommends potential products or services to management by collecting customer information and analyzing customer needs
•Also rotating among different departments as assigned by the management.
•Prepares product or service reports by collecting and analyzing customer information.