Travel and Assistance Officer

Job Overview:

The main duty of a Travel & Assistance Officer is to manage the claims cycle related to the Travel & Assistance products and services by following standard protocols, responding to telephone and email inquiries. The incumbent is also responsible for ensuring all KPIs are achieved and dealt with the highest standards of customer service. The department will keep a record of details of telephone conversations and actions taken, in order to make further follow-ups and corrective actions as required. The Travel & Assistance Officer will work closely with the Travel & Assistance team and management, ensuring that all defined standards are met with excellent customer service standards.

What you do:

• 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 to inbound and outbound telephone and email customer and partner inquiries, ensuring call quality monitoring.
• Conduct claims evaluation and processing activities such as checking policy, eligibility, claims creation in the system, follow up on ongoing claims ensuring the requested turnaround time, and processing of claims and other tasks related to claims management.
• Assist callers on claims process, procedure, and network inquiries, explaining policy terms and conditions.
• Accommodate business units, travel, and TPA international requests regarding opening international files, placement of Guarantee of Payment, etc.
• Follow the complaints and escalation management process and log complaints with action and resolution in the system and tools provided by the company.
• Ensure proper system-related tasks such as creating files and service provider 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 the 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 departmental activities in accordance with the monthly schedule.
• Attend internal meetings related to the job as per the internal requirements.

What you bring:

• Bachelor's degree in the medical field.
• 1+ years insurance or travel operations experience.
• Fluency in English is mandatory.
• Fluency in English and 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, and time management skills.
• Adherence and punctuality, keeping an open channel of communication with colleagues inside and 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, and aid others to succeed.
• Ability to comprehend, capture, and interpret basic customer information, besides upholding the values of the organization.
• Ability to follow instructions diligently.
• Ability to manage difficult customer situations, respond promptly to the needs of the customer, solicit feedback to improve service, and respond to requests for service or assistance.
• Ability to adapt to change, meet the changing demands of the work environment, and handle any delays or other unexpected demands.
• Ability to treat people with respect under all circumstances, instill trust in others, and uphold the values of the organization.
• Dependability in taking responsibility for actions taken.
• Flexibility to accommodate changes or additions to duties, make efficient use of resources, and availability as per company requirements.

What we offer:

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 to provide you with peace of mind and give you the 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, grow, and shape a better future for our customers and the world around us.

We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love, or what you believe in. We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability, or sexual orientation. Join us. Let's care for tomorrow.