Care Centre Officer

Job description / Role

Job overview:

The main duty of a contact centre agent is to respond to communication inquiries or complaints raised by stakeholders as per the standard procedures. The incumbent is also responsible to ensure that all cases are responded to within predetermined time scales and are dealt with the highest standards of customer service. The agent will also document details of all cases and actions taken, in order to make further follow-ups and corrective action as required. Contact centre agents will correspond with contact centre management accordingly and comply to provide a customer-oriented service at all times.

Key responsibilities / what you do:

• Claims pre-certification and adjudication with compliance to established policy guidelines as well as managing and providing overall guidance about medical case review and authorization over phone.
• Responding to queries regarding cover, claims, hospitalization, and complaints.
• Commit to the department’s service standards across phone, email, live chat, and customer experience metrics such as customer satisfaction and NPS.
• Use AI insights to empower the team, providing purpose and direction while fostering a collaborative environment.
• Develop extensive and sound product knowledge to provide timely and accurate information to our clients.
• Utilize AI-driven feedback mechanisms to develop people, provide constructive feedback, and care for employee wellbeing.

Customer & market excellence:

• Strive for excellence at every touch point with the customer.
• Foster state-of-the-art technical and operational knowledge and strive for continuous simplification.
• Be the benchmark.

Collaborative leadership:

• Empower the team and provide purpose and direction.
• Develop people, provide feedback, and care for employee wellbeing.
• Collaborate and exchange best practice.

Entrepreneurship:

• Act on opportunities, anticipate trends, take risks, and promote a culture that allows for honest failure.
• Take ownership and responsibility.
• Embrace innovation and a culture that allows making decisions without fear of retribution.

Trust:

• Act with integrity, honor commitments, and tell the truth.
• Foster diversity and inclusiveness.
• Act transparently and promote corporate social responsibility.

Requirements / what you bring:

• Medical background is a must.
• 6 months to 3 years of experience.
• Experience in a customer-facing role is beneficial.
• Insurance experience is a plus.
• Previous experience in a call centre environment would be beneficial.
• Experience working in pressurized environments with tight deadlines.
• Strong knowledge of Microsoft Office (Excel, Word).
• High level of fluency in English is a must.
• Must be fully flexible to work rotating shift patterns including nights and weekends.
• Experience in a customer-facing role, ideally with exposure to AI-enhanced service platforms.

Our employees play an integral part in our success as a business. We appreciate that each of our employees is unique and has unique needs and ambitions, and we enjoy being a part of their journey.

We are there to empower and encourage you with your personal and professional development ensuring that you take control by offering a large variety of courses and targeted development programs. All that in a global environment where international mobility and career progression are encouraged. Caring for your health and wellbeing is a key priority for us. This is why we build Work Well programs providing you with peace of mind and flexibility in planning and arranging for a better work-life balance.

Allianz Group is one of the most trusted insurance and asset management companies in the world. 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.

At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. The foundation for this is our inclusive workplace, where people and performance both matter, and nurture a culture grounded in integrity, fairness, inclusion, and trust.

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability, sexual orientation, or any other characteristics protected under applicable local laws and regulations.

Join us. Let's care for tomorrow.

About the Company

With over 159,000 employees from 172 nationalities across more than 70 countries, we are one of the world's most trusted insurance and asset management companies. We offer a broad range of products and services in property/casualty insurance, life/health insurance, and asset management. We have our largest operational presence in Europe, and our parent company, Allianz SE, is headquartered in Munich, Germany. From jobs in Actuarial, Business and IT to Inhouse Consulting and Investment Management - your opportunities are endless!