Employer Overview:
A leading composite insurance provider in the UAE, operating in Dokki, Giza, with nearly five decades of excellence, offering comprehensive insurance solutions across health, life, motor, and general lines. The organization operates across all Emirates and Oman, serving over 800,000 clients through a strong network of branches, brokers, bancassurance partners, and digital channels. Renowned for its financial strength and service excellence, it continues to set the benchmark for customer satisfaction and innovation in the regional insurance market.
Job Summary:
The Insurance Complaints Officer is responsible for managing customer complaints from initial receipt through investigation, resolution, and closure. The role ensures timely, fair, and compliant complaint handling while coordinating with internal stakeholders, maintaining accurate records, and identifying recurring issues and opportunities to improve the customer experience.
Key Responsibilities:
- Manage the end-to-end complaint lifecycle, ensuring complaints are acknowledged, investigated, resolved, and closed within agreed service standards and SLAs.
- Act as the primary point of contact for customers throughout the complaint process, providing clear, professional, and empathetic communication and timely status updates.
- Investigate customer complaints by gathering relevant information, documentation, and input from internal stakeholders to determine appropriate resolutions.
- Coordinate with Claims, Underwriting, Operations, Sales, Finance, and other relevant departments to ensure timely investigation and resolution of customer issues.
- Conduct root cause analysis to identify recurring complaints, service failures, process gaps, and opportunities for corrective and preventive action.
- Escalate complex, sensitive, or high-risk complaints to the appropriate management or specialized teams in accordance with established procedures.
- Maintain accurate and complete complaint records, documentation, and case updates within CRM and complaint management systems.
- Ensure all complaint handling activities comply with applicable regulatory requirements, internal policies, confidentiality standards, and customer protection principles.
- Prepare complaint reports and support analysis of complaint trends, resolution times, recurring issues, and other relevant customer service indicators.
- Contribute to continuous improvement initiatives aimed at enhancing customer satisfaction, reducing repeat complaints, and improving complaint handling processes.
Requirements:
- Bachelor’s Degree in Business Administration, Finance, Insurance, Customer Service, or a related discipline.
- Customer Experience (CX), Complaint Handling, Service Excellence, or Insurance certification is an advantage.
- CII or equivalent insurance certification is preferred.
- 1–3 years of relevant experience in Customer Service, Customer Relations, Complaints Management, Insurance Operations, Banking, or Financial Services.
- Previous experience handling customer complaints, service escalations, or customer-facing interactions.
- Experience within the insurance industry is preferred.
- Familiarity with complaint management processes and case handling is preferred.
- Excellent communication and interpersonal skills.
- Strong customer service orientation and empathy.
- Ability to manage difficult or sensitive customer interactions professionally.
- Strong stakeholder management and teamwork skills.
- Complaint management and case handling.
- Customer issue investigation and resolution.
- Customer experience management.
- Conflict and escalation management.
- Knowledge of complaint handling procedures and service standards.
- Understanding of regulatory and customer protection principles within financial services.
- Proficiency in Microsoft Office, particularly Excel, Word, and Outlook.
- Experience using CRM systems and customer/case management platforms.
- Ability to maintain accurate digital records and generate basic reports and analysis.
- Excellent command of English, both written and spoken.
- Strong ability to communicate clearly and professionally with customers and internal stakeholders.
