Claims Senior Agent - Travel & Assistance

About the role

The Claims Senior Agent handles telephone and e-mail inquiries and manages the claims cycle for Travel & Assistance products and services, following standard protocols. The role ensures all KPIs are met and customer service is delivered to the highest standards, working closely with the Travel & Assistance team and management.

Key responsibilities

• Manage assigned tasks within the designated line of business and respond to inbound and outbound calls and e-mails, ensuring call quality monitoring
• Evaluate and process claims: check policy and eligibility, create claims in the system, follow up on ongoing claims and meet turnaround times
• Assist callers on claims procedures and network inquiries, explain policy terms and conditions, and cancel or amend policies when requested
• Handle complaints and escalations, logging them with action and resolution
• Maintain records of conversations and actions, update service providers on the portal, and record tasks in the productivity file
• Meet operational KPIs (quantity and quality) and attendance targets, and review monthly scorecards with the Team Leader
• Monitor daily activities against the Service Level Agreement, produce reports and statistics, attend training and internal meetings

Required profile

• Bachelor's degree in any field
• 3+ years of customer service and/or insurance and travel operations experience
• Fluency in English is mandatory; fluency in Arabic (first) and French (second) is a plus
• Legally permitted to work in the country of operation and physically fit for the duties

Required skills

• Fluency in MS Office (Excel, Word, Outlook)
• Typing fluency
• Ability to work in an AI, machine learning, data analytics and cloud-based environment