Operations Associate

AXA Group; Helsinki; On-site; EUR 29,000 - 33,000; Full time

Benefits offered by this job

Annual bonus scheme

Lunch & Flex benefits

Healthcare

Job summary

AXA Partners in Helsinki seeks an Operations Associate to act as a frontline contact for customers, handling calls, emails, and other correspondence while understanding policy and claim contexts and processing related tasks.

The role is a 12-month fixed-term contract with a starting salary of 2600–3000 EUR per month, plus a benefits package including annual bonus, lunch and flex benefits, health care, and learning opportunities. A hybrid model with three days in the office is offered.

Qualifications

• Fluent in Finnish and business proficiency in English.
• Previous customer service experience.
• CRM system experience is a plus.

Responsibilities

• Delivering an excellent customer service experience to incoming calls & correspondence.
• Evaluating and making independent decisions on claims based on information provided.
• Processing claims and other tasks with excellent quality and in timely manner.
• Achievement of business & development goals.
• Ensure compliance with all relevant regulations.

Skills

Customer service

Finnish (fluent)

Business English

Communication skills

Tools

CRM system

MS Office

Outlook

Excel

Job description

Join us at AXA Partners as an Operations Associate!

Join our dynamic Operations team where you'll serve as a vital point of contact for our customers, interacting with them via phone, email, and other correspondence. Your ability to understand their unique situations from both a policy and claim perspective will be the key. In addition to customer service, you will also process claims and other policy and claim related tasks.

This is a 12-month fixed-term position.

What you’ll be doing:

Key Responsibilities

• Delivering an excellent customer service experience to incoming calls & correspondence from customer and clients and follow up on all issues that cannot be resolved immediately
• Evaluating and making independent decisions on claims based on information provided and seek extra information if necessary
• Processing claims and other tasks with excellent quality and in timely manner
• Achievement of business & development goals
• Ensure compliance with all relevant regulations

Dimensions of the role

• Ability to learn and master wide knowledge of insurance related information (like Terms and Conditions and processes) and ability to action accordingly
• Capability to excellent customer service by telephone, e‑mail and other correspondence and supporting the improvement of the customer journey when required
• Independent evaluation and decisionson claims according to the delegated authority
• Participating in and suggesting improvement in processes
• Taking joint responsibility of the team workload and SLA´s
• Cooperation with team members, auditors, supervisors, managers and other colleagues in various tasks
• Cooperation to interact with clients and other third parties in policy and claim related questions
• Following agreed processes, participating in and supporting process improvements
• Providing support for other operational areas or other functions when required

What you’ll bring:

• Fluent in Finnish and business proficiency in English. Swedish language skills is a plus.
• Previous customer service experience
• Basic MS office competence (Outlook, Word &Excel)
• Confident and friendly telephone manner
• High standards of accuracy
• Good communications skills with colleagues
• CRM system experience is a plus
• Experience or education in insurance, finance related topics, health industry or social benefits sector is a plus

What we offer:

At AXA Partners, we’re appreciative of the people who work for us and our rewards package is reviewed regularly to reflect that. You can expect to receive:

• Starting salary ranging from 2600 to 3000 euros a month in accordance with your experience and qualifications

In addition to the base salary, we offer a competitive benefit package that currently includes:

• Annual bonus scheme
• Epassi Lunch & Flex benefits to support your daily wellbeing
• Comprehensive occupational healthcare at Terveystalo
• Employee assistance program offering confidential support and resources for all aspects of your life
• Insurance benefits for travel and leisure
• LinkedIn Learning & YES Learning platforms and time allocated for continuous skills & knowledge development
• A flexible hybrid working model, with 3 days a week spent in our office
• Wellbeing resources such as global theme weeks, collective activities, shared materials, webinars and much more
• The opportunity to work in a multicultural environment

We’re proud to be an Equal Opportunities Employer and don’t discriminate against employees or potential employees based on protected characteristics. If you have a long‑term condition or disability and require adjustments during the application or interview process, please send an email to AXA Partners Global HR Response - [e-mail].

Who we are:

We’re AXA Partners, experts at designing and delivering assistance solutions and specialised insurance, credit, and lifestyle protection – with and for our partners worldwide. What sets us apart? The expertise and passion of our 8,500+ people, and a strong network of over 55,000 professionals all over the world. Powered by them and our sector‑leading technology, we continuously evolve, adapt and thrive – offering solutions and services that make sure we’re always at people’s side, no matter what. Helping others is our passion. Combining the best digital technology with our warm, human touch, we’re always looking at new ways to offer seamless and reassuring experiences when it really matters.