Contact Centre Advisor
Abu Dhabi National Insurance Company
Total years of experience :13 years, 4 Months
Handles the general insurances medical, critical illness, motor, travel, visitors insurance and household insurances
•Responsible for the new Business and servicing the existing clients with their queries right from the issuance of policies and assisting them on their queries and claims along with the approvals for both medical & motor insurance
•Cross selling and up selling our assurance products
•Providing insurance with respect to the nature of requirement to prospects
•Arrange and monitor timely issue of policies, cover notes, endorsements, documents, debit/credit notes, claims and other related documentation in order to complete the underwriting process efficiently
•Fixing appointments for the clients with the Operations in order to collect policy documents on time
•Processing, Checking & reviewing all medical quotations released to ensure adherence to internal compliance.
•Liaison and coordination with internal stakeholders to ensure smooth process flow and drive process changes if needed
•One stop contact for the customer from product brief, negotiations, issue of quotations through to release of policies & renewal management
•Making reports and updating both new and renewal business in the system
•Updating the status of business to the reporting Manager weekly and monthly basis
Receiving police report from customers and agencies
•Open files related to the cars accident.
•Preparing notification letter to the other insurance companies.
•Preparing LPO.
•Enhanced customer service
Ensure that member enquiries via inbound member calls and email are responded to and actioned promptly.
•Responsible to action the redemption bookings via the CRS system and keeping member details updated in the member database.
•Document and track issues that require additional technical resource support and follow through on any unresolved enquiries within promised time frames
•Action all incoming faxes, emails and correspondence pertaining to member enquiries (using the appropriate templates and ensure quality control of all out going documentation to clients).
•Ensure all documentation required by other departments to service member’s request is completed promptly and in accordance to the operations procedures
•Resolve difficult customer issues that arise or escalate complaints to the Team Lead
•Coach and educate members on the value-add products, such as website functions, Interactive Voice Response (IVR) and overall benefits of the member’s program
•Ensure teamwork and open communication lines with the client, members, colleagues and Service Centre management to achieve Program objectives as per Carlson and client standards
•Contribute to process improvement efforts, also incorporating customer suggestions
•Assist with training new CSRs, mentoring trainees during the training program
•Ensure adherence to Carlson Marketing policies.
Arranging the company travel and hotel requirements.
•Dealing with corporate and cash clients.
•Arranging passenger travel requirement.
•Issuing outbound and inbound travel tickets.
•Fare data base entries and creating customer profile.
•Operating different reservations systems \[Sabre, Galileo and Amadeus\].
•Corporate Sales Group (CSG).
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