About Us: Alfit is a new insurance venture being launched by AEGI, designed to establish a modern, customer-centric platform within the insurance sector. The business will initially focus on health, life, and travel insurance products, with a clear roadmap for future expansion across additional lines. As we approach our official launch, we are entering a critical growth phase and are actively building a high-caliber team. We are seeking professionals who are motivated to be part of a next-generation insurance company, combining innovation, operational excellence, and customer focus, led by a leadership team comprising highly respected veterans of the insurance industry. This is a unique opportunity to contribute to building a business from the ground up and to play a meaningful role in shaping its long-term success. Job Purpose: 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. Job Responsibilities: 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 continuity.

• 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).