Claims & Customer Service Associate (M/F)

AXA; Lombardia; Sur place; EUR 28 000 - 36 000; Plein temps

Résumé du poste

AXA Partners Italy is seeking a Claims & Customer Service Associate in Milan on a temporary, full-time basis. The role focuses on handling claims, calls and day-to-day back-office activities to keep AXA and partner systems synchronized.

The ideal candidate will display strong performance in claims processing, customer service, and data analysis, with proficiency in Italian and English and a technical degree.

Qualifications

• Fluent in Italian and English.
• Excellent communication skills with colleagues and customers.
• Technical degree or above.
• Two previous years’ experience in similar position (Junior, EXP).
• Two previous years’ experience as Claims Assessment & Customer Service Associate with track record of excellent performance (Master).

Responsabilités

• Calls & Claims Handling – receive, validate, assess and process New and Continuing Claims.
• Handle complex Calls & Claims escalated by Junior Associates or EXP.
• Provide good service to Customers by achieving and surpassing expectations and resolve service issues.
• Drive customer service excellence by achieving productivity and quality metrics.
• Email management – handle ops emails accounts following business requirements.
• Index inbound claims documentation/correspondence within AXA imaging system.
• Prepare ad-hoc analysis and data reconciliation as required.
• Perform administrative activities to keep AXA systems in synchrony.

Connaissances

Italian and English fluency

Excellent communication skills

Formation

Technical degree or above

Two years’ experience in similar position

Description du poste

A new job opportunity in AXA Partners Italy.

We are looking for a CLAIMS & CUSTOMER SERVICE ASSOCIATE based in Milan.

Type of contract: Temporary

Schedule: Full Time

Reporting to the Claims Team Leader or Claims Manager the Claims and Customer Service Associate is responsible to handle Claims, calls, and day to day Back Office activities like to index inbound claims documentation, execute controls and perform administrative duties to keep AXA and our Partners systems in synchrony.

The Claims & Customer Service Associate will have to demonstrate strong performance:

• Provide good service to customers (Junior, EXP, Master)
• Achieve and surpass customer expectations (Junior, EXP, Master)
• Act as a point of reference for colleagues (Master)
• Champion and support change (Master)
• Act as a point of reference in the Manager’s absence (Master)
• Demonstrate ability to analyse and interpret data (EXP, Master)

WHAT YOU'LL BE DOING

Claims & Customer Service

• Calls & Claims Handling - receive, validate, assess and process New and Continuing Claims (Junior, EXP, Master)
• Handle complex Calls & Claims escalated by Junior Associates or EXP (Master)
• Responsible to provide good service to Customers by achieving and surpassing customer expectations and take responsibility for resolving any customer service issues relating to our customers (Junior, EXP, Master)
• Play an active role to drive customer service excellence by ensuring achievement of productivity and quality assurance metrics (Junior, EXP, Master)
• Email management – Comply with Business requirements to manage all the Ops emails accounts (Junior, EXP, Master).
• Complaints Handling – receive, validate assess and resolve new complaints (Master) if requested
• Act as a point of reference for colleagues (Master)
• Deputise for the Manager in their absence (Master)
• Produce Reports and Controls as requested by Manager (Master)
• Take a key role in the training programmes, championing change, coaching the team and handling quarries if requested by Manager (Master)
• Index inbound claims documentation/correspondence within AXA imaging system (Junior, EXP, Master)
• Prepare AD-HOC analysis, action data reconciliation requests and perform deep dive analysis as required by internal & external stakeholders (Junior, EXP, Master)
• Perform administrative activities to keep client & AXA systems in synchrony (for instance, daily layouts processing, letters transfer, among others), handle inconsistences and action those upon (Junior, EXP, Master)
• Perform Post-Sales activities as requested by the Business (Junior, EXP, Master)

Customer Improvement Initiatives

• Make recommendations regarding improvements of administration practices and implement when required (Junior, EXP, Master)
• Championing and support the implementation of improvements to processes and procedures (Master)

Regulatory Compliance

• Work in compliance with regulatory policies and procedures, policy terms and conditions and current relevant legislation and regulations (Junior, EXP, Master)
• Action its own OCIF (Operational Control Framework) findings and address feedback to close out failures (Junior, EXP, Master)

Key Performance Indicators (Junior, EXP, Master)

• Individual Telephone Service Standards
• Individual Productivity Standards
• Quality of decision-making & calls handling
• Controls findings

WHAT YOU'LL BRING

Education & Experience

• Fluent in Italian and English languages
• Excellent communication skills with track record of dealing with colleagues and customers at all levels
• Technical degree or above
• Two previous years’ experience in similar position (Junior, EXP)
• Two previous years’ experience as Claims Asssment & Customer Service Associate with track record of excellent performance (Master)
• Excellent communication skills with track record of dealing with colleagues and customers at all levels

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.

We’re proud to be an Equal Opportunities Employer and don’t discriminate against employees or potential employees based on protected characteristics.

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.

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