contact care agent - Medical background

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, to grow and shape a better future for our customers.
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.
Note: Diversity of minds is an integral part of Allianz' company culture. One means to achieve diverse teams is a regular rotation of Allianz Executive employees across functions, Allianz entities and geographies. Therefore, the company encourages its employees to be motivated in gaining varied skills from different positions and to collect experiences from across Allianz Group.

JOB OVERVIEW:

• The main duty of a Contact Centre Agent is to respond to communication inquiries / complaints raised by Stakeholders as per the standard procedures. The incumbent is also responsible to ensure that all cases are responded within predetermined time scales and are dealt with the highest standards of customer service. will also document details of all cases and actions taken, in order to make further follow-ups and corrective action as required. Contact Centre Agent will correspond with Care Centre Management accordingly and comply to provide a customer-oriented service at all times.

KEY REQUIREMENTS:

• Medical background is preferred.

• 0 - 3 years of experience.

• Experience in a customer facing role is beneficial.

• Previous experience in Call Centre environment would be beneficial.

• Experience working in pressurized environment with tight deadlines.

• Strong Knowledge of Microsoft Office (Excel, Word)

• High level of fluency in English is a must. 

• Must be fully flexible to work rotating shift patterns including shift work, nights, and weekends.
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44262 | Operations | Professional | [[custPositionClusterCSB]] | Allianz Partners | Full-Time | [[filter9

KEY RESPONSIBILITIES:

• Claims Pre-certification and Adjudication with compliance to established Policy Guidelines as well as managing & providing overall guidance about Medical Cases review & authorization over Phone.

• Responding to queries regarding cover, claims, hospitalization, complaints

• Commit to the department`s service standards across phone, email, live chat, and customer experience metrics such as customer satisfaction and NPS.

• Multi-tasking of daily assigned workload as well as ad hoc assignments and follow up on individual cases.

• Develop extensive and sound product knowledge to provide timely and accurate information to our clients.

• Responsible for providing outstanding customer service to clients and ensuring customer satisfaction and retention.