Support Services Coordinator

2 weeks ago

Manama, Manama, Bahrain RESO Full time

About This Role

We are seeking a Support Services Coordinator to join our team at RESO. As a key member of our support services team, you will play a critical role in ensuring that our customers receive exceptional service and support.

  • Develop and deliver customer-specific, value-added services for existing and new customers in line with Zurich values.
  • Collaborate with teams across the organization and serve as an advocate for our customers' service needs, coordinating with the appropriate business partner.
  • Undertake thorough AML reviews in line with regulatory guidelines.
  • Communicate timely updates to customers and advisors on pending requests, aiming to provide end-to-end closures.
  • The role requires an individual to comprehend and articulate a query or complaint raised by the customer and be able to provide an effective and accurate response/resolution to it.
  • The individual is expected to take ownership and responsibility for personal performance targets.
  • Role requires an individual to reflect on their performance and learn from their mistakes, seeing these as opportunities to improve on one's performance in the future.
  • The individual should be flexible in meeting the dynamic nature of work.
  • To provide customer service to both internal and external customers.
  • Process requests of policyholders and financial advisors as prescribed in the business process manuals and within agreed timelines.
  • Drive a culture of quality and accuracy through cases worked on within the stipulated frameworks.
  • Escalate any problem or risks to the team manager in the first instance and report breaches as per the prescribed framework.
  • Be open to continuous learning and act as a facilitator during cross-training and get cross-skilled in other transaction types, once such opportunities are presented.
  • Maintain and implement personal development plans in partnership with the immediate manager.
  • The individual should highlight any instances where it appears that the customer may not be treated fairly.
  • Identify, recommend, and facilitate the implementation of process improvement initiatives/ideas to improve efficiency.

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