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Travel and Assistance Officer

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Allianz

13d ago

  • Job
    Full-time
    Junior Level
  • Customer Relations
    Healthcare
  • Dubai

AI generated summary

  • You need a medical degree, 1+ years in insurance/travel ops, fluency in English (Arabic/French a plus), strong communication skills, adaptability, teamwork, and dependability.
  • You will handle medical assistance cases, evaluate claims, respond to inquiries, coordinate services, manage complaints, track productivity, generate reports, and attend training and meetings.

Requirements

  • Bachelor’s Degree in medical field
  • 1+ years Insurance / Travel Operations Experience
  • Fluency in English is mandatory
  • Fluency in English & Arabic (1st), French (2nd) is a plus
  • Fluency in typing
  • Legally permitted to work in the country of operations.
  • Physically fit to carry out duties
  • Strong negotiation, communication, attention to detail, time management skills
  • Adherence and punctuality, keep an open channel of communication with colleagues inside / outside the team
  • Sound knowledge of telephone etiquette
  • Ability to work independently and maintain focus under pressure
  • Ability to meet tight deadlines
  • Ability to work well as part of a team- to exhibit objectivity and be open-minded towards the ideas and views of others, give as well as welcome feedback, contribute to building team spirit, aid others to succeed
  • Ability to comprehend, capture as well as interpret basic customer information, besides upholding the values of the organization
  • Ability to follow instructions diligently
  • Ability to manage difficult customer situations, to respond promptly to the needs of the customer, solicit feedback to improve service, respond to request for service/assistance
  • Ability to adapt to change, meet the changing demands of the work environment, any delays or other unexpected demands
  • Ability to treat people with respect under all circumstances, instill trust in others besides upholding the values of the organization
  • Dependability in taking responsibility for actions taken
  • Flexible to accommodate changes/addition to duties, make efficient use of resources, and availability as per company requirements

Responsibilities

  • Manage the assigned tasks related to medical assistance cases.
  • Evaluate medical claims according to the guidelines.
  • Coordinate with different providers to ensure high quality of service when organizing medical assistance.
  • Respond inbound and outbound telephone / e-mail Customer / Partners inquiries and ensure call quality monitoring.
  • Claims evaluation and processing activities such as checking policy, eligibility, claims creation in the system, follow up upon ongoing claims ensuring the requested turn around time and processing of claims and other tasks related to claims management.
  • Assist callers on claims process / procedure / network inquiries, explaining policy terms & conditions.
  • Accommodates Business Units / Travel / TPA International requests with regards to opening international files, placement of Guarantee of Payment, etc.
  • Follow the complaints & escalation management process and log in complaints with action & resolution in the system / tools provided by the company.
  • Ensure proper system related tasks as creating files and Service Providers updates on the portal.
  • Record tasks in the productivity file, share with management and ensure reaching the level of productivity assigned.
  • Follow the internal processes and guidelines to ensure reaching the Operational KPIs (Quantity and Quality) and the attendance KPIs.
  • Request feedback in relation to the performed tasks and discuss with Team Leader the monthly scorecard results.
  • Monitor daily activities as per the communicated Service Level Agreement, create reports / statistics / analysis and report any deviation.
  • Attend training sessions as requested and participate in the departmental activities in accordance with the monthly schedule.
  • Attend internal meetings related to the job as per the internal requirements.

FAQs

What is the main responsibility of a Travel & Assistance Officer?

The main responsibility of a Travel & Assistance Officer is to manage the claims cycle related to Travel & Assistance products/services, responding to inquiries and ensuring high standards of customer service.

What qualifications are required for this position?

A Bachelor's Degree in the medical field and 1+ years of experience in Insurance/Travel Operations are required.

Is it necessary to be fluent in multiple languages for this role?

Fluency in English is mandatory, and fluency in Arabic (1st) and French (2nd) is a plus.

What type of customer inquiries will I be handling?

You will be handling inbound and outbound telephone and email inquiries related to claims processes, procedures, and network inquiries.

How are complaints and escalations managed in this role?

Complaints and escalations are managed by following the internal complaints management process and logging them in the system with actions and resolutions documented.

What skills are crucial for success in this position?

Strong negotiation, communication, attention to detail, time management skills, and the ability to work independently and as part of a team are crucial for success.

Is experience in the travel industry necessary?

While 1+ years of experience in Insurance/Travel Operations is preferred, specific travel industry experience may not be strictly necessary.

What kind of support does Allianz Group provide to its employees?

Allianz Group supports employee development through a variety of courses, targeted development programs, and wellness initiatives to promote a better work-life balance.

What is the work environment like for this role?

The work environment is a hybrid format, allowing for a combination of remote and on-site working.

What are the operational KPIs that need to be met?

Operational KPIs include achieving the required quantity and quality of customer service interactions and maintaining attendance standards.

Is teamwork emphasized in the Travel & Assistance Officer role?

Yes, teamwork is emphasized, and employees are encouraged to contribute to a supportive team spirit while being open-minded to the ideas and feedback of others.

What kind of training will I receive in this role?

Employees are expected to attend training sessions as requested and participate in departmental activities according to the monthly schedule.

Does Allianz Group promote diversity and inclusion?

Yes, Allianz Group is committed to building a diverse and inclusive workforce and encourages applications from individuals of all backgrounds.

Are there opportunities for career advancement within Allianz Group?

Yes, there are opportunities for career progression and international mobility within Allianz Group.

What is the job type for this position?

The job type for this position is Full-Time and it is a permanent role.

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Allianz

Our purpose: We secure your future. Our promise is to give confidence in tomorrow.

Finance
Industry
10,001+
Employees
1890
Founded Year

Mission & Purpose

The Allianz Group is one of the world's leading insurers and asset managers with more than 100 million private and corporate customers in more than 70 countries. We are proud to be the Worldwide Insurance Partner of the Olympic & Paralympic Movements from 2021 until 2028 and to be recognized as one of the industry leaders in the Dow Jones Sustainability Index. Caring for our employees, their ambitions, dreams and challenges is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us. Join us and together, let’s care for tomorrow.