Senior Officer
Job Description
The Senior Officer - Customer Experience is responsible for delivering a seamless, compliant and customer-centric service experience to Alfit Insurance's members, brokers and corporate clients across all lines of business. The role handles multi-channel enquiries and servicing requests, and contributes to the continuous improvement of customer journeys, knowledge bases and self-service tools. The position plays a key role in protecting Alfit's reputation, driving customer satisfaction and supporting operational efficiency.
• Bachelor's degree in Business Administration, Insurance, Communications or a related field.
• Minimum 5 years of experience in customer service, contact centre or servicing roles within the Health insurance industry in the UAE.
• Solid understanding of UAE insurance products, regulations and servicing implications (DHA, DOH, MOHAP, CBUAE).
• Excellent oral and written communication skills in English and Arabic.
• Proficiency with Telephony, CRM and knowledge-management platforms.
• Advanced computer literacy (MS Suite).
Responsibilities Duties:
1. Customer Servicing & Multi-Channel Support
• Respond to customer, broker and HR enquiries across all channels (call, email, chat, portal) within defined SLAs and quality standards.
• Provide accurate information on products, policy coverage, claims status and servicing procedures.
• Coordinate with TPA and internal teams (Underwriting, Policy Management, Medical, Finance, etc.) to resolve broker and customer requests end-to-end.
• Support outbound campaigns and customer-engagement programmes as required.
2. Customer Orientation – Voice of Customer & Complaint Contribution
• Consolidate and analyse customer feedback from surveys (NPS, CSAT, FCR) across all touchpoints, to produce actionable insights, as per Alfit’s Voice of Customer (VoC) framework.
• Track VoC trends over time and contribute to the definition of customer experience improvement initiatives.
• Contribute to the investigation, resolution and root-cause analysis of Customer Experience-related complaints, as per Alfit’s Complaints Management framework.
• Promote customer-first behaviours in every interaction and advocate for the customer perspective in cross-functional discussions.
3. Compliance Orientation
• Ensure all customer interactions and disclosures meet CBUAE requirements, applicable health-regulator rules (DHA, DOH, MOHAP) and Alfit's internal policies.
• Maintain accurate, audit-ready records of customer interactions and case documentation in the relevant systems.
• Adhere to approved scripts, SOPs and regulatory guidance at all times, and flag any deviation or ambiguity to the Team Leader.
• Support internal and external audits by providing documentation, addressing queries and executing corrective actions.
4. Performance & Quality
• Meet individual service-delivery targets, including AHT, TAT, FCR, QA and CSAT.
• Participate in quality calibration sessions and act on QA feedback to continuously improve service delivery.
• Use the core insurance management system, TPA platform, telephony, CRM and knowledge-management tools effectively to deliver consistent service.
• Contribute to the maintenance of FAQs, knowledge-base articles and canned responses.
• Maintain clear communication with internal stakeholders (peer Operations sub-units, Underwriting, Finance, IT, Compliance) and external parties (TPAs, brokers, providers, customers).
5. Continuous Improvement
• Participate in the development of Business Requirements and the conduction of User Acceptance Testing (UAT) for new system features, fixes and enhancements affecting the customer journey.
• Support the design and implementation of self-service solutions (mobile apps, customer portals, conversational AI, quality surveys) and provide structured business feedback.
• Identify operational pain points and propose process, system or knowledge-base improvements to the Team Leader.
• Contribute to the design and refinement of customer journeys and servicing workflows in collaboration with Operations, Underwriting, IT and Marketing.
6. Overarching Accountabilities
• Adhere to Alfit's standards, policies and regulatory requirements at all times.
• Embody Alfit Insurance's core values and promote customer-first behaviours.
• Support new-joiner onboarding and share subject-matter knowledge with peers.
• Undertake additional administrative and operational tasks as required to ensure business