Dutch-Speaking Senior Operations & Escalations Lead (Hybrid)

Assurant, Inc.; Amsterdam; Hybrid; EUR 33,000 - 36,000; Full time

Benefits offered by this job

Hybrid working after training

Performance-related bonus

Monthly wellbeing allowance

Transport allowance

28 days holiday

Premium-free pension

Birthday gift

Career development

Job summary

Assurant, Inc. in Amsterdam is seeking a Senior Operations Specialist (Dutch Speaker) to join our Dutch Operations team.

You’ll handle complex claims and complaints, coach colleagues, and support the Team Manager to maintain quality standards and smooth day-to-day operations. You’ll be the first escalation point for complex cases, coordinate responses with Legal and Compliance, and contribute to process improvements.

Qualifications

• Fluent Dutch and good English communication skills.
• Experience in claims handling, complaints, insurance administration, customer service or operations.
• Experience handling complex customer cases or escalations.
• Strong judgment, attention to detail and problem-solving skills.
• Ability to coach, support and influence colleagues.
• Strong organisational skills and the ability to prioritise effectively.
• Comfortable working with Microsoft 365 and case-management systems.
• MBO+ / HBO level of working and thinking through education and/or experience.

Responsibilities

• Perform daily operational handling across relevant products and processes, including claims assessment and complaint resolution.
• Manage complex, sensitive and escalated cases with well-documented decisions.
• Prepare responses for Kifid-related matters with stakeholders.
• Be the first escalation point for colleagues and support them with complex situations.
• Provide guidance on policy interpretation, evidence requirements and customer communication.
• Support Team Manager with workflow planning, prioritisation and service delivery.
• Coordinate daily activities and provide operational support when required.
• Conduct quality reviews and drive coaching and process improvements.
• Identify operational risks and elevated concerns to Team Manager.

Skills

Dutch language

English language

Claims handling

Coaching

Attention to detail

Education

MBO+/HBO level

Tools

Microsoft 365

Case-management systems

Job description

Assurant, Inc. in Amsterdam is seeking a Senior Operations Specialist (Dutch Speaker) to join our Dutch Operations team.

You’ll handle complex claims and complaints, coach colleagues, and support the Team Manager to maintain quality standards and smooth day-to-day operations. You’ll be the first escalation point for complex cases, coordinate responses with Legal and Compliance, and contribute to process improvements.