Complaint Officer & Service Center Advisor

About the role

The Complaint Officer & Service Center Advisor will handle client inquiries and complaints for AIG's General Insurance division in the UAE. Working primarily from the office, you will interact with customers via phone and email, ensuring compliance with Central Bank regulations and internal standards.

Key responsibilities

• Manage complaint handling and ensure adherence to UAE Central Bank regulatory requirements.
• Assist clients through multiple channels (calls, emails) for product queries, policy servicing, claim document review, and claim registration.
• Maintain accurate records, report errors or risks to the Service Center manager, and meet defined SLAs.
• Contact detractors identified via Net Promoter Score to gather feedback for business improvement.
• Support broker engagement by ensuring timely correspondence from AIG.
• Maintain punctual attendance and schedule adherence.

Required profile

• UAE National (with family book).
• Customer service experience with a minimum high school diploma.
• Excellent oral and written communication skills in Arabic and English.
• Computer literate with proficiency in Windows applications.
• Ability to work under pressure, prioritize workload, and meet tight deadlines.
• Quick learner; prior experience with AIG systems is an advantage.

Required skills

• Salesforce
• Gen6
• Freedom
• Navins

What we offer

• Opportunity to work within a global insurance leader.
• Professional development through product training and educational opportunities.
• Collaborative office environment encouraging in‑person teamwork.