Client Relations Officer

Role overview

Walaa Cooperative Insurance Co. is hiring a Client Relations Officer for its Eastern, Saudi Arabia location. This is a full-time, onsite position focused on managing client communications, resolving inquiries efficiently, and ensuring a high standard of service across internal and external touchpoints.

Key responsibilities

• Respond to client queries received via WhatsApp groups, email, phone, CRM platforms, and other approved channels.
• Deliver prompt, polite, and professional support while consistently meeting customer service standards.
• Own each case from the moment it is received until it is fully resolved, with ongoing follow-up throughout the process.
• Liaise with the Medical Approval Team and the Medical Care Unit for medical-related requests.
• Work with relevant internal teams such as Claims, Network, Customer Care, IT, Underwriting, and Operations for technical, operational, or administrative matters.
• Keep clients updated accurately and on time until the case is closed.
• Escalate urgent, sensitive, or complicated issues through the appropriate channels.
• Record all communications and actions clearly and completely.
• Safeguard confidentiality and follow company policies as well as applicable regulations.
• Spot repeated issues and suggest improvements to enhance service delivery.
• Contribute to Walaa's focus on strong client satisfaction and service excellence.

Education and experience

A bachelor’s degree is required in Business Administration, Healthcare Administration, Insurance, Nursing, Pharmacy, or a similar relevant field. Candidates should have at least 2 years of experience in Client Relations, Customer Service, Medical Insurance, Healthcare Operations, or a comparable role.

Skills and competencies

• Strong spoken and written communication in both Arabic and English
• Excellent relationship-building and client-handling skills
• Polished phone and email communication style
• Ability to juggle several cases at once
• Good coordination, follow-up, and issue-resolution abilities
• Comfort working under pressure and meeting service expectations
• High professionalism, ownership, and accuracy in day-to-day work
• Working knowledge of Microsoft Office and common communication tools

Preferred background

Experience in health insurance is preferred. Familiarity with medical terminology, eligibility rules, benefits, provider networks, and pre-authorizations will be an advantage.