Expert Insurance Handler - Credit And Lifestyle Protection

AXA Assistance Deutschland GmbH; Madrid; Presencial; EUR 30.000 - 45.000; Jornada completa

Descripción de la vacante

AXA Assistance Deutschland GmbH is seeking an Operations Service Expert in Madrid to ensure high-quality claims handling and operational processes. You will collaborate with cross-functional teams, drive improvements, and maintain compliance, greatly impacting the operational excellence of the AXA Group.

Servicios

Tree planting for every new recruit

Formación

• At least 3 years of experience in claims handling within the insurance sector.
• Fluency in at least one local language and business proficiency in English.
• Knowledge of GDPR, AML, OPS guidelines & procedures.

Responsabilidades

• Act as the primary contact for operational BAU requests.
• Write and maintain operational procedures and deliver trainings.
• Manage complaints and oversee operational incidents.

Conocimientos

Analytical skills

Communication skills

Fluency in local language

Innovative thinking

Educación

Insurance, finance, health, or social sectors education

Herramientas

MS Office

Descripción del empleo

Exciting Opportunity: Expert Insurance Handler - Credit and Lifestyle Protection

Are you ready to elevate your career? We are seeking a dedicated Operations Service Expert (Claims Handling Expert) for the Credit and Lifestyle Protection department to ensure exceptional service delivery and maintain high standards in our operational processes. This is your chance to become a key player in our team, focusing on local controls, data quality, and documentation of procedures, while collaborating with internal stakeholders to provide effective solutions!

In this role, you will act as a subject matter expert and the main contact for operational BAU requests, working closely with the Operations Manager and Claims Associates. Your leadership and technical competencies will be pivotal in driving continuous improvements and managing operational projects that enhance our service delivery.

Key Responsibilities :

1. Subject Matter Expert
2. Write and maintain operational procedures (approved by OM)
3. Deliver Trainings to new resources
4. Act as Ops Data Steward
5. Support local IT activities, if needed
6. Support Customer Experience team’s tasks, if needed (like listening to weekly calls)
7. Support on external / internal reporting, if needed
8. Process Claims, if needed
9. Show high competence in Insurance related information (like monitoring the correctness of Terms and Conditions and processes) and ability to act accordingly.
10. Attend client meetings when required by OM
11. Leverage team expertise to provide continuous support in product development & process design
12. Represent Operations in collaboration with other functions and promote operational services as a value-add
13. Manage Operation Incidents with support from local OM or other stakeholders
14. Act as deputy for the OM as required, organizing daily work distribution, leave requests, meetings, and controls.

Complaints and Fraud activities

1. Manage Complaints / Litigation and related activities (regulator reporting, correspondence, legal contacts)
2. Participate in Monthly CCC calls
3. Ensure continuity of anti-Fraud activities

Support the Value Proposition

1. Develop controls and identify improvements or new controls for new deals in collaboration with deployment team
2. Participate in business requirements documentation with deployment or cross-functional teams

Customer Improvement Initiatives

1. Follow up on operational process implementation until stabilization and suggest improvements to enhance customer experience and efficiency
2. Support / act as owner for Operational Incidents and local support

Regulatory Compliance

1. Monitor BAU operations, perform FMEA regularly, and alert relevant parties of potential risks in compliance with policies and legislation
2. Ensure operations are conducted in accordance with regulatory policies, procedures, and relevant laws

You are perfect for this role if you have :

• At least 3 years of experience in claims handling within the insurance sector
• Education or experience in insurance, finance, health, or social sectors
• Desirable experience handling life, disability, unemployment, and personal insurance claims
• Fluency in at least one local language and business proficiency in English
• High responsibility, analytical skills, and innovative thinking
• Proficiency in MS Office (Outlook, Word, Excel)
• Knowledge of GDPR, AML, OPS guidelines & procedures
• High accuracy standards
• Strong communication skills (verbal and written)

Join us at our headquarters in Madrid and embark on an exciting journey to enhance AXA Group’s operational excellence! Your contributions will be vital to our collective success.

Who we are :

We’re AXA Partners, experts in designing and delivering assistance solutions, specialized insurance, credit, and lifestyle protection for our global partners. Our strength lies in our 8,500+ passionate professionals and a network of over 55,000 experts worldwide. Powered by advanced technology and sector expertise, we continually evolve to provide seamless, reassuring experiences, helping others when it matters most.

Join a company that helps protect the forests! At AXA Partners, we plant a tree for every new recruit (with a permanent contract).