Complaint Officer And Service Center Advisor

Complaint Officer & Service Centre Advisor (For UAE Nationals only) About The Role

The role provides extensive exposure in complaint handling while ensuring compliance with Central Bank of UAE requirements and regulatory standards.

• Service clients who contact AIG through multiple channels of the contact centre (calls & emails) for various requests ranging from product queries, policy servicing, initial claim document review and claim registration.
• Maintain proper, accurate records and perform duties in compliance with AIG / Regulatory guidelines & operational standards / procedures. Report any deviation in the form of errors / risks to the Service Center manager.
• Perform defined policy servicing activities, claim registrations, route claim follow‑up requests, and respond to client queries within stipulated SLAs.
• Contact clients who are Detractors based on Net Promoter Score feedback to understand the complaints and aid in business improvement.
• Update job knowledge by studying new product descriptions and participating in educational opportunities.
• Provide support towards broker engagement activities to ensure correspondence sent from AIG to brokers is received in the expected order.
• Maintain consistency in on‑time attendance and schedule adherence.

• UAE National (with a family book)
• Customer Service Experience
• Minimum high school diploma required
• Excellent oral and written communication skills in Arabic & English
• Computer literate (familiar with Windows applications)
• Able to work under pressure and meet tight deadlines and SLA requirements
• Ability to prioritize & manage workload with a positive attitude towards excellent customer service
• Quick learner with hands‑on experience in AIG systems such as Salesforce, Gen6, Freedom, Navins an advantage

At AIG, our Total Rewards Program offers a comprehensive benefits package focused on health, wellbeing, financial security, and professional development, providing peace of mind for you and your family.

AIG provides equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories. AIG is committed to providing reasonable accommodations to job applicants and employees with disabilities. If you need an accommodation, please email

• Functional Area:
  
  Operations (OP)
• Company:
  American Home Assurance Company
• Role Level: Not Applicable
• Work Type:
  Full‑Time
• Country:
  United Arab Emirates
• City:
  Dubai
• Company Website:
• Job Function:
  Customer Service
• Industry/Sector:
  Insurance